Real Time Analyst – Maternity Cover

FDJ UNITED

. Own intraday service level performance across multiple contact channels .

Posted 10/23/2026full-timeGibraltarMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management and Real Time Analysis within a contact centre environment, focusing on performance monitoring, data analysis, and effective communication with stakeholders. Proficient in managing staffing needs, forecasting methodologies, and utilizing workforce management tools to enhance operational efficiency.

Highest-signal resume keywords

Workforce ManagementReal Time AnalysisData AnalysisForecasting MethodologiesPeopleware

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ReportingRoot-Cause AnalysisForecast Variance AnalysisQueue MonitoringStaffing Efficiency Improvement

Soft Skills

Excellent CommunicationCollaborative ApproachProactive AttitudeEmpathyIntegrity

Tools & Technologies

PeoplewareJiraTicketing Systems

Industry Keywords

Contact Centre MetricsService Level Agreement (SLA)Average Speed of Answer (ASA)Average Handle Time (AHT)Schedule Adherence

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience in a Workforce Management or Real Time Analyst role, ideally within a contact centre environment
Strong analytical mindset and ability to work with data, identify patterns, and turn insight into action
Ability to juggle multiple systems, queues, and priorities simultaneously
Excellent communication skills and confidence facilitating real-time stakeholder conversations
Collaborative approach with Team Managers, Operations Leads, and agents
High levels of integrity and discretion when handling sensitive or confidential information
Proactive, solution-first attitude
Familiarity with workforce management tools such as Peopleware or similar platforms
Experience working with Jira or other ticketing/request management systems
Understanding of forecasting methodologies and contact centre metrics (SLA, ASA, AHT, adherence)
Availability to work 40 hours per week on a shift basis, including weekends

Benefits

Comp & perks

Hybrid working arrangement
Working from home: 1 day/week for Spanish residents; 2 days/week for Gibraltar residents