Real Time Analyst - 9 Months Maternity Cover

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

As a Real Time Analyst, you will be at the heart of our customer service operations, making smart, data-driven decisions that directly impact the experience of our customers and the success of our teams.
This is a role for someone who thrives under pressure, takes ownership, and genuinely cares about the people around them.

This is maternity cover role for 9 months.

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'll Do 

Drive Operational Excellence (Passion to Success)

• Own intraday service level performance across multiple contact channels,proactively identifying risks and acting decisively to protect customer experience. 

• Make business-critical decisions in real time, balancing speed with sound judgement to protect service levels and minimise customer impact when situations evolve quickly. 

• Monitor queue activity across multiple platforms simultaneously, ensuring no channel is left unattended. 

• Produce and analyse performance reports, translating data into clear recommendations that improve staffing efficiency and productivity. 

• Complete root-cause analysis on forecast variances and champion improvements that sharpen accuracy over time. 

• Manage the overtime budget responsibly, deploying resources only where there is a clear and justified business need. 

Take Ownership (Accountability)

• Serve as the focal point for all real-time decision-making within Customer Service, owning outcomes for daily and short-term planning. 

• Record attendance and schedule adherence accurately in Peopleware, ensuring data integrity across the full operations team. 

• Handle Jira requests throughout your shift, triaging and prioritising with good judgement and a sense of urgency. 

• Process schedule modification requests — including meetings, training sessions, and any other ad-hoc requests with accuracy and care. 

• Handle the late-shift taxi bookings 

• Manage the sickness line, follow up on absent agents, and provide timely absenteeism reporting to support operational planning. 

• Handle confidential information with discretion, maintaining trust within the team at all times. 

Show Up for Your Team (Collective Spirit)

• Be a key voice in meetings, bringing insight and contributing to shared goals. 

• Facilitate real-time conversations with stakeholders across operations, creating alignment quickly when situations change. 

• Work closely with Team Managers and Operations Leads to balance staffing needs against customer demand, always finding solutions together. 

• Proactively promote off-phone activity during demand dips, creating space for development without sacrificing service. 

• Handle agent requests fairly and empathetically including delivering difficult decisions with respect and transparency. 

• Maintain open, continuous communication with operations teams so that staffing adjustments are coordinated smoothly and collaboratively. 

About You 

You are someone who stays calm when things get busy, thinks on your feet, and takes pride in making the operation run smoothly. You don't wait to be told there's a problem; you spot it, own it, and fix it. You care about your colleagues as much as you care about the numbers, and you understand that a great customer experience starts with a well-supported team. 

You'll bring: 

• Experience in a Workforce Management or Real Time Analyst role, ideally within a contact centre environment. 

• A strong analytical mindset.  You're comfortable working with data, identifying patterns, and turning insight into action. 

• The ability to juggle multiple systems, queues, and priorities simultaneously without losing focus. 

• Excellent communication skills, with the confidence to facilitate real-time conversations with stakeholders at all levels. 

• A collaborative approach — you build strong relationships with Team Managers, Operations Leads, and agents alike. 

• High levels of integrity and discretion when handling sensitive or confidential information. 

• A proactive, solution-first attitude — you look for ways to improve, not just maintain. 

It would be great if you also have: 

• Familiarity with workforce management tools such as Peopleware or similar platforms. 

• Experience working with Jira or other ticketing/request management systems. 

• An understanding of forecasting methodologies and contact centre metrics (SLA, ASA, AHT, adherence). 

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.