Real Time Analyst

  • Nottingham
  • £23,500 per year (pro rata)
  • Full Time
  • June 3, 2023
Real Time Analyst

Location: Nationwide

Salary: £23,500 per year (pro-rata)

Contract Type: 6 Month Fixed Term Contract

Closing Date: 11th June 2023

Hours: 35 hours per week Monday to Sunday 8-8 fully flex

We have an exciting opportunity for a Real Time Analyst to join our Planning & Performance Department here at Domestic & General. Reporting to the Real-Time Team Leader, you will play a vital role in supporting the business with its objective to deliver essential customer service performance through managing routing, skilling, scheduling and adherence in a real time arena

As a Real-Time Analyst, you will work closely with the Planning Performance team and the operations to lead multiple strategies through the Real-Time delivery phase.

Key role responsibilities:

  • Stakeholder Relationships: Build and maintain effective and authentic working relationships with Operational Partners, identify and remove causes of conflict and help foster a one-team approach to service delivery

  • Teamwork: Build and maintain working relationships with colleagues in PDMI to ensure accuracy of work and a framework for feeding back issues into the planning cycle.

  • Effective Communication: ensure all relevant information is briefed to the appropriate department in a timely manner. Deliver messages, whether positive or challenging in a constructive manner.

Other responsibilities:

  • Deliver optimal on the day customer service performance through managing routing, skilling, scheduling and adherence in a real time arena

  • Ensure feedback provided to Operations and Workforce Management Team where barriers prevented strong performance

  • Identify and effectively articulate periods where expected staffing levels vary from requirements and work with Operational Contacts to agree actions to close variances promptly to reduce any Customer and/or financial impact.

  • Work with Operation to react to on the day changes in staffing levels to effectively close any gaps that open due to increased absence etc.

  • Working with Operational partners to ensure best use of idle time to schedule known learning and other off phone tasks.

  • Ensure 100% of agent “investment” time is delivered and where events are cancelled in favour of customer service, ensure rescheduling takes place

  • Maintain a real-time view of agent activity vs schedule vs volumes and co-ordinate action between Bridge Team and Operations to drive optimal daily performance

  • Maintain daily diary of events/actions to play back on daily basis into Morning Service Review with Workforce Team

Skills and experience required:

  • Ability to respond quickly to deadlines
  • Effective and confident communicator at all levels
  • Attention to detail
  • Strong analytical skills
  • Results driven
  • Fundamentals of contact centre management
  • Knowledge of shrinkage models
  • Experience of working directly in contact centre environments


  • Experienced in capacity planning processes and concepts
  • Good Knowledge of Injixo/Q story
  • Experienced in using Telephony systems & Excel

We offer lots of great benefits! Some of which include:

  • Competitive salary and annual discretionary bonus
  • 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
  • Training opportunities as well as clearly defined career progression
  • Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
  • Attractive company pension scheme
  • Life assurance – employer funded cover of 4x basic salary
  • Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
    • Salary Finance – access to savings and borrowing through payroll
    • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
    • Travel Loans – interest free loans to help spread the cost of annual travel tickets
    • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
    • Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
  • OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
  • Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
  • Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
  • Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.


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