Real Time Manager

📍 Rochdale, Patient Engagement Centre

Make every patient interaction count

In our Patient Engagement Centre, we are the front door to care, and every interaction matters.

We are looking for a Real-Time Manager who thrives in fast-paced environments and wants to play a vital role in shaping patient access. This is not just about watching dashboards. It is about making smart, real-time decisions that directly impact patient safety, experience, and care delivery.

If you love turning live data into action, leading from the front, and keeping operations running smoothly when it matters most, this could be the role for you.

What you will be doing

As our Real-Time Manager, you will be at the heart of operations, balancing demand, capacity, and patient need in real time.

You will:

• Lead the real-time management of patient demand across all contact channels
• Ensure safe, timely access to care by aligning resource with demand
• Guide and support a team of Real-Time Analysts, setting the pace for the day
• Make fast, confident decisions during peaks, incidents, and disruptions
• Work closely with operational and clinical teams to prioritise patient needs
• Drive intraday planning, staffing adjustments, and service level protection
• Act as the key escalation point for risks to patient access or safety
• Translate live performance into clear insights and future improvements

What you will be responsible for

• Monitoring real-time contact volumes, queues, wait times, and backlogs
• Managing intraday resource allocation and staffing adjustments
• Programming agent activities such as breaks, admin, and training to maintain coverage
• Responding to demand surges, service disruption, and unexpected pressure
• Ensuring clinically appropriate queue prioritisation
• Leading contingency plans during incidents such as system outages
• Providing clear, real-time updates to stakeholders and leaders
• Capturing and reporting intraday trends and performance insights
• Feeding real-time learning into workforce planning and forecasting

What we are looking for

You bring:

• A calm, confident presence under pressure
• Strong decision-making skills, even with incomplete information
• A natural ability to inspire trust and lead others
• Excellent communication across operational, analytical, and clinical teams
• A proactive, solutions-focused mindset
• A genuine commitment to patient access and safety

You will thrive in this role if you

• Love the energy of live operations and fast decision-making
• Are confident balancing competing priorities
• Can think creatively when things do not go to plan
• Turn data into clear, decisive action
• Hold yourself and others to high standards
• Bring integrity, positivity, and resilience every day

Your experience

We would love to see:

• Experience in a real-time or intraday management role within a contact centre
• A strong understanding of demand versus capacity management
• Experience using workforce management and telephony systems
• Ability to analyse live operational data using Excel or reporting tools
• Familiarity with KPIs such as service level, wait time, and abandonment

Desirable:

• Knowledge of patient access pathways, appointment booking, or referral processes