Real Time Analyst - 9 Month Maternity Cover

About the role

FDJ UNITED, a European betting and gaming operator, is recruiting a Real Time Analyst for a 9-month maternity cover. The role sits at the heart of customer service operations, making data-driven decisions in real time to protect service levels and the customer experience. It is shift-based, 40 hours per week including weekends, and can be based in Gibraltar, Spain or Malta. Remote working is allowed: 1 day per week for Spanish residents, 2 days for Gibraltar residents, and 3 days for Malta.

Key responsibilities

• Own intraday service level performance across multiple contact channels, spotting risks and protecting the customer experience
• Make real-time business-critical decisions, balancing speed with sound judgement
• Monitor queue activity across multiple platforms at once
• Produce and analyse performance reports and carry out root-cause analysis on forecast variances
• Manage the overtime budget and record attendance and schedule adherence in Peopleware
• Handle Jira requests, schedule modifications, late-shift taxi bookings and the sickness line, and report absenteeism
• Act as the focal point for real-time decisions, work with Team Managers and Operations Leads, and promote off-phone activity during demand dips

Required profile

• Experience in a Workforce Management or Real Time Analyst role, ideally in a contact centre
• Strong analytical mindset and comfort with data
• Ability to handle multiple systems, queues and priorities at once
• Excellent communication and collaboration skills
• Integrity and discretion with confidential information

Required skills

• Nice to have: familiarity with Peopleware or similar workforce management tools
• Nice to have: Jira or other ticketing systems
• Nice to have: forecasting methods and contact centre metrics (SLA, ASA, AHT, adherence)