FDJ UNITED

Analyst

• Own intraday service level performance across multiple contact channels
• Make real-time decisions to protect service levels and minimise customer impact
• Monitor queue activity across multiple platforms
• Produce and analyse performance reports and provide recommendations to improve staffing efficiency and productivity
• Perform root-cause analysis on forecast variances and improve forecasting accuracy
• Manage the overtime budget and deploy resources based on business need
• Serve as the focal point for real-time decision-making within Customer Service
• Record attendance and schedule adherence in Peopleware
• Handle and prioritise Jira requests
• Process schedule modification requests, including meetings and training sessions
• Handle late-shift taxi bookings
• Manage the sickness line and provide absenteeism reporting
• Handle confidential information discreetly
• Contribute insights in meetings and facilitate real-time stakeholder conversations
• Collaborate with Team Managers and Operations Leads to balance staffing needs with customer demand
• Promote off-phone activity during demand dips
• Handle agent requests fairly and empathetically
• Maintain continuous communication with operations teams to coordinate staffing adjustments

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Real Time Analyst – Maternity Cover