Real Time Analyst

Gibraltar, BOT, GB, United Kingdom

Job Description

About Us


At FDJ UNITED, we don't just follow the game, we reinvent it.



FDJ UNITED is one of Europe's leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you'll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.




We're looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.



Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?


The Role



The Real Time Analyst is a key role within the Customer Service operations team. Reporting into the Real Time Manager, it will be your job to ensure our customers get the best possible service when they contact us, by orchestrating the flow of contacts to our super talented, 200+ people strong customer service teams. We support our customers across all of Europe, spanning 11 plus brands, in local languages creating a custom-made individual service we are proud of.



The Real Time Analyst role is challenging, exciting and instrumental to FDJ UNITED, if you are good at problem solving, time management and are brilliant with people then this could be the job for you.



Real Time Analysis could be the beginning to your career in resource planning, this position is the starting point in the world of resource planning. Once you have dipped your toe in the opportunities could be endless.



The role requires working on a shift basis, 40 hour per week, including weekends


For our Gibraltar office, working from home for Spanish residents is 1 day / week; for Gibraltar residents is 2 days / week.


What you will do


Managing intra - day service level goals across multiple contact channels. Monitoring the Customer Service (CS) Agents to ensure optimal staffing levels against customer demand. Recording attendance and schedule adherence of the workforce in line with scheduled hours. Coordinate appropriate staffing and availability in order to achieve service level objectives i.e. reduction of lost contacts, email response time, average speed to answer. Adjust intra-day forecasts using knowledge of business drivers to determine required staffing levels by projecting contact volumes, contact duration and required staffing levels using current trends and historical data. Completing root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness Produce and analyse reports with the intention of making recommendations for adjusting staffing levels to meet departmental productivity/utilization goals. A key stakeholder in the daily performance meetings. Entering daily exception requests, updating schedules and responding to escalated issues and ad-hoc requests. The focal point for real time decision making within CS for daily and short term planning. Facilitates real-time discussions with necessary stakeholders Proactively promoting off phone activity based on dips in customer demand. Process management requests for modifications of scheduling events (meetings/trainings, etc.). Control of the overtime budget and spend, offering OT when there is a valid business need. Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. Works closely with Team Manager's and Operations Leads to address staffing vs customers' needs Cover the sickness line, chases missing agents and reports on absenteeism.
Your Experience


Ability to plan, prioritise and organize effectively is a must. Proficient with time management. Experience in resource planning / real time management would be beneficial. Strong team player. Keen eye for detail and high level of accuracy. Driven by results & success. Collaborative with peers. Confident / approachable. High integrity; able to build relationships based on mutual trust and confidence. Positive and can-do attitude. Ability to work as a team and individually. Knowledge of Microsoft office - specifically excel. Knowledge of Peopleware WFM - Oracle - Five9 - or other workforce management and customer contact routing software. 1 year contact centre experience. Experience in working in a multi-cultural customer support centre environment. Experience in multi-queues, multi-channels, multi-skills real time management would be beneficial. Our Way Of Working


Our world is hybrid.



A career is not a sprint. It's a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.


Application Process


We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.



Details


Hybrid



Gibraltar



Full Time Permanent



OPS0054



Location


Gibraltar


4th Floor World Trade Center, 6 Bayside Road, Gibraltar

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Benefits

Well-being allowance



Learning and development opportunities



Inclusion networks



Charity days



Long service awards



Social events and activites



Private medical insurance



Life assurance and income protection



Employee Assistance Programme



Pension




Meet the recruiter


Elena Orezzi




elena.orezzi@kindredgroup.com

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Job Detail

  • Job Id
    JD3907871
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Full Time
  • Job Location
    Gibraltar, BOT, GB, United Kingdom
  • Education
    Not mentioned