Real Time Analyst - 9 Months Maternity Cover

Fdj United; United Kingdom; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

FDJ UNITED is seeking a Real Time Analyst to be at the heart of our customer service operations, delivering data-driven decisions that shape the customer experience and team success.

The role is a maternity cover for 9 months, involves a 40-hour week with weekend shifts. It requires strong under pressure ownership, real-time monitoring, and collaborative work across multiple contact channels. Remote/home working options apply for Gibraltar residents as described.

Qualifications

• Experience in real-time contact-centre environments.
• Ability to thrive under pressure and own issues.
• Maternity cover role for 9 months.

Responsibilities

• Own intraday service level across channels.
• Make real-time decisions to protect service levels.
• Monitor queue activity across platforms.
• Produce and analyse performance reports.
• Root-cause analysis on forecast variances.
• Manage the overtime budget.
• Be a key voice in meetings.
• Facilitate real-time conversations with stakeholders.

Skills

Intraday SLA

Stakeholder comms

Data reporting

Decision making

Job description

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

The Role

As a Real Time Analyst, you will be at the heart of our customer service operations, making smart, data-driven decisions that directly impact the experience of our customers and the success of our teams.

This is a role for someone who thrives under pressure, takes ownership, and genuinely cares about the people around them.

This is maternity cover role for 9 months.

The role requires working on a shift basis, 40 hour per week, including weekends - For our Gibraltar office, working from home for Spanish residents is 1 day / week; for Gibraltar residents is 2 days / week.

What You'll Do

Drive Operational Excellence (Passion to Success)

• Own intraday service level performance across multiple contact channels, proactively identifying risks and acting decisively to protect customer experience.
• Make business-critical decisions in real time, balancing speed with sound judgement to protect service levels and minimise customer impact when situations evolve quickly.
• Monitor queue activity across multiple platforms simultaneously, ensuring no channel is left unattended.
• Produce and analyse performance reports, translating data into clear recommendations that improve staffing efficiency and productivity.
• Complete root-cause analysis on forecast variances and champion improvements that sharpen accuracy over time.
• Manage the overtime budget responsibly, deploying resources only where there is a clear and justified business need.

Show Up for Your Team (Collective Spirit)

• Be a key voice in meetings, bringing insight and contributing to shared goals.
• Facilitate real-time conversations with stakeholders