Real Time Analyst - 9 Months Maternity Cover
FDJ United is seeking a Real Time Analyst for a 9-month maternity cover role. This position is central to customer service operations, requiring smart, data-driven decisions that directly impact customer experience and team success. The role is for an individual who thrives under pressure, takes ownership, and cares about colleagues.
The role requires working on a shift basis, 40 hours per week, including weekends. For the Gibraltar office, remote working is available for Spanish residents (1 day/week) and Gibraltar residents (2 days/week).
- 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.
- Serve as the focal point for all real-time decision-making within Customer Service, owning outcomes for daily and short-term planning.
- Record attendance and schedule adherence accurately in Peopleware, ensuring data integrity across the full operations team.
- Handle Jira requests throughout your shift, triaging and prioritising with good judgement and a sense of urgency.
- Process schedule modification requests - including meetings, training sessions, and any other ad-hoc requests with accuracy and care.
- Handle the late-shift taxi bookings.
- Manage the sickness line, follow up on absent agents, and provide timely absenteeism reporting to support operational planning.
- Handle confidential information with discretion, maintaining trust within the team at all times.
- Be a key voice in meetings, bringing insight and contributing to shared goals.
- Facilitate real-time conversations with stakeholders across operations, creating alignment quickly when situations change.
- Work closely with Team Managers and Operations Leads to balance staffing needs against customer demand, always finding solutions together.
- Proactively promote off-phone activity during demand dips, creating space for development without sacrificing service.
- Handle agent requests fairly and empathetically, including delivering difficult decisions with respect and transparency.
- Maintain open, continuous communication with operations teams so that staffing adjustments are coordinated smoothly and collaboratively.
- Experience in a Workforce Management or Real Time Analyst role, ideally within a contact centre environment (required)
- A strong analytical mindset. You're comfortable working with data, identifying patterns, and turning insight into action (required)
- The ability to juggle multiple systems, queues, and priorities simultaneously without losing focus (required)
- Excellent communication skills, with the confidence to facilitate real-time conversations with stakeholders at all levels (required)
- A collaborative approach - you build strong relationships with Team Managers, Operations Leads, and agents alike (required)
- High levels of integrity and discretion when handling sensitive or confidential information (required)
- A proactive, solution-first attitude - you look for ways to improve, not just maintain (required)
- Familiarity with workforce management tools such as Peopleware or similar platforms (preferred)
- Experience working with Jira or other ticketing/request management systems (preferred)
- An understanding of forecasting methodologies and contact centre metrics (SLA, ASA, AHT, adherence) (preferred)
- Learning and development opportunities
- Social events and activities
- Inclusion networks
- Employee Assistance Programme
- Private medical insurance
- Long service awards
- Pension
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.