Real Time Anaylst - #459770

Optima Health

Date: Jun 23, 2022
City: Sheffield
Salary: £23,000 / year
Contract type: Full time
Work schedule: Full day
Optima Health

Job Title: Real Time Analyst
Location: Sheffield
Salary: up to £23,000 dependant on skills and experience
Contract Type: Permanent
Hours: Full Time

About Us
Optima Health are a UK market leader in the provision of Occupational Healthcare and wellbeing services. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

We deliver comprehensive services, including absence management, fitness for task assessments, health surveillance, vocational rehabilitation, and wellness programmes, as well as a full range of diagnostics and treatments

We are a forward-thinking, rapidly growing organisation who are keen to invest in people and support them to ensure their long-term career progression. We are a company who are going places and we want you to come with us!

Main Duties and Responsibilities

  • Manage Real Time performance by resource type and service line across all of Optima

  • Respond to real time service level agreements, using best practice escalation processes when required.

  • Identify and proactively address potential hot spots, to enable achievement of the resource plan.

  • Optimise the scheduling management system to support on the day utilisation and productivity

  • Monitor and manage demand across all areas on an intra-day basis, balancing activities / staffing to ensure that service levels are being met.

  • Analyse and review intraday performance, highlighting reasons for under / over performance and taking actions to improve performance.

  • Maximise efficiency through effective optimisation of offline activities.

  • Communicate all performance impacts and achievements.

  • Understand and report on volume demand drivers, working closely with the operational team to understand reasons for customer contact.

  • Monitor call delivery, IVR's and call flows to ensure the appropriate call types are being routed to the correct agents skill sets.

  • Provide regular intraday and summary reports to management.

  • Work closely with Resource Planners and Schedulers to pro-actively identify “hot spots” and take appropriate actions to minimise any impacts.

  • Maintain up-to-date knowledge and awareness of all relevant information and data such as MI, Quality/Audit results and Operational briefs

  • Acts as resource optimisation Intelligence with intraday reporting on performance KPIS and staffing levels to Operations, Account Management and Client where appropriate

  • Conduct other ordinary tasks existing in the department.

  • Lead by example and be an inspirational role model for the Optima Health values – One Team, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop

Experience, skills and knowledge required for the role

  • Ability to identify the need for and Initiate changes in practitioner skilling and activities

  • Ability to Initiate staffing reduction to drive and maintain revenue and profitability

  • Commercial awareness in relation to clinic utilisation and pricing across all clients

  • Excellent assimilation skills

  • Ability to adapt style as required to persuade and gain support of stakeholders

  • Strong communication skills, both written and verbal

  • Not afraid to make decisions and learn from mistakes

  • Knowledge and operational usage of key systems eg MyOHPortal

  • Attention to detail

  • IT literacy: Able to confidently use MS Word, Excel and Outlook

  • Demonstrable skill to the required level in all Optima Health management competencies - Inspires and influences, Strives for excellence, Customer focus, Leads inclusively, Makes commercially astute decisions, Realises Future Optima.

What Can We Offer You?

  • Competitive salary

  • Excellent training and development opportunities

  • Plenty of career progression opportunities

  • Extensive induction with ongoing mentoring and support from some of the top Occupational Health professionals in the industry

  • 25 days annual leave + Bank Holidays

  • Fantastic pension scheme

  • Eye care test vouchers

  • Flu jabs

  • Reward Scheme

  • Buy and sell holiday scheme

  • Life assurance

Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation

All salaries are displayed as Full Time Equivalent (FTE)

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