Real-time Analyst

Salary: £29,274 pa, plus a discretionary annual bonus recognising your individual contribution to the company's success.

Location: Datchet, Berkshire, SL3 9LL, just off the M4 (Hybrid - Minimum 2 days onsite per week)

Hours: Monday to Friday shifts between 8:00am-7:00pm, with occasional Saturdays (8.30am - 17:30)

Contract: Full-time, permanent

About us

In a world where change is constant, ArvatoConnect stands at the forefront of innovation. We partner with forward thinking organisations to reshape and reinvent how they connect with their customers. By delivering cutting edge, technology driven solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.

Future shapers. Experience makers

About the Role

We're looking for a Real Time Analyst to join our centralised Workforce Planning team, where you'll be at the core of keeping our contact centre performance on track. Using real time data, you'll monitor live activity across multiple accounts and channels, making timely decisions to protect service levels and deliver on our commercial goals. You'll work closely with operational teams to address risks, reforecast when needed, and ensure our advisors are in the right place at the right time.

This role is perfect for someone who thrives in a fast-moving environment, enjoys problem solving, and wants to make a measurable difference to both our people and our customers!

What you'll do

• Proactively manage in day service risks using real time data, operational insight and agreed frameworks, supporting effective decision making and timely escalation where needed.
• Provide clear intraday updates, including revised service level outlooks, performance risks and practical recommendations to support operational responses.
• Make informed decisions that balance service delivery, customer experience, productivity and commercial performance.
• Complete intraday reforecasting based on live performance, demand changes and variance to plan.
• Produce and share absence and availability reporting, highlighting unaccounted resource and working collaboratively with Operations to reduce delivery risk.
• Analyse intraday trends across volumes, workload and staffing, sharing insights with Planning, Scheduling and wider stakeholders to support continuous improvement.
• Support adherence management by identifying and addressing schedule exceptions in a timely and consistent manner.
• Review prolonged agent states (e.g. after call work or unavailable time), engaging advisors or collaborating with Operations where appropriate to ensure support and adherence are maintained.
• Manage central mailboxes, ticketing systems and workflow requests efficiently, supporting clear processes and encouraging self service where appropriate.
• Work collaboratively with Workforce Planning, Operations and support teams to manage live performance across multiple accounts and channels.
• Support operational coverage requirements with flexibility to work across Monday to Sunday, in line with business needs.

What you'll bring to the table

• Demonstratable experience in a real time, intraday or workforce planning role within a contact centre environment.
• Strong understanding of contact centre operations, performance measures, service drivers and operational processes.
• Hands on experience with workforce management (WFM) tools or equivalent systems (e.g. Genesys, NICE or similar), using data confidently in a live environment.
• Strong numerical and analytical skills, with the ability to interpret performance data and communicate risks, trends and outcomes clearly.
• Ability to make balanced operational recommendations, considering service, productivity and commercial impact.
• Confident communicator who uses data led insights to support decision making and collaborate with stakeholders.
• Able to stay focused under pressure, manage competing priorities and respond effectively in a fast paced environment.
• Proactive and flexible approach, with high attention to detail and a strong understanding of customer and business performance.
• Understanding of client commitments, service targets, operating hours and demand patterns, and how these influence service, productivity and commercial performance.

Minimum Criteria

• Demonstratable experience in a real time, intraday or workforce planning role within a contact centre environment
• Hands on experience with workforce management (WFM) tools or equivalent systems (e.g. Genesys, NICE, or similar in house solutions)
• Strong verbal and written communication skills
• Excellent attention to detail and the ability to work within agreed processes to deliver consistent outcomes
• A flexible approach to working hours and the ability to operate effectively in a fast paced environment
• Intermediate proficiency in Microsoft Excel

Benefits Include

• Generous Holiday Entitlement: 25 days of annual leave plus 8 bank holidays, with the option to purchase up to 5 additional days.
• Flexible Enhanced Family Leave Pay - We offer eligible employees the option to spread their enhanced maternity, adoption, or shared parental leave pay evenly across their leave period.
• Pension Scheme: 4% employee contribution matched.
• Life Insurance: Cover of 4 your basic annual salary.
• Health and Wellbeing Support: Access to a 24/7 online GP, mental health services, fitness programmes and more, available to you and your immediate family. On site gym & restaurant.
• Exclusive Discounts and Offers: Enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
• Vodafone Discount: Receive up to 15% off pay monthly plans for you and up to five friends or family members.

Ready to take the next step in your career? Apply now and join our team as a Real Time Analyst!

Diversity & Inclusion Statement

It's our differences that makes our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.