Real-Time Intraday Operations Analyst

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

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.