Real Time Analyst Rotherham, Barnsley £25,032.00

Real Time Analyst

Location: Rotherham, Barnsley |
Salary: £25,032.00 |
Posted: 1 Feb 2024 |
Closes: 29 Feb 2024 |
Job Type: Full Time and Permanent |
Business Unit: UK Central Government Services |
Region / Division: UK & Ireland |
Reference: 15272

Role Responsibility:

Real Time Analyst

Wath-upon-Dearne, Rotherham S63 7ER

£25,032 per annum 

37.5 hours per week, Monday to Friday 


About us:

G4S and Allied Universal came together in 2021 to create a global business which is now the world’s leading integrated security and facility services company. We offer our employees an immense range of exciting and rewarding long term career opportunities. 

We deliver through teamwork and always act with integrity. Our caring culture puts people and safety first. With clients from the public and private sectors including schools and government sites, we assist a wide range of organisations and offer bespoke solutions. 

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients.


About the Role:

We have an opportunity for a Real Time Analyst to join our team, where you will be responsible for monitoring queue and agent performance for the Contact Centre to achieve daily, weekly and monthly SLAs.

You will act as the contact for Real Time performance within the operational teams and will be responsible for the management of resources and queue management.


Key Responsibilities:

  • Monitor Real-Time Inbound traffic and make resourcing adjustments as necessary.
  • Cover the business opening hours following a shift pattern within the team.
  • Assist in the invocation of the BCDR as required in line with the Standard Operational Procedure.
  • Cultivate cross-functional relationships to deliver creative and effective intraday solutions.
  • Work in partnership with Team Leaders to determine creative solutions to anticipated challenges.
  • Support the Senior Resource Planning and Systems Manager and Operations Managers to drive operational productivity adherence to maximise service levels, minimise work queues and achieve SLA’s.
  • Analyse data and execute tactics to support the completion and review of intraday/short-term resource planning.
  • Review and monitor live reporting to proactively call out anomalies to the Leadership team to drive successful execution of our service levels.
  • Develop and monitor agent scheduling with a focus on ensuring service level goals can be achieved or exceeded.

The Ideal Candidate:

 Essential Criteria:

  • Experience in a Call Centre Workforce Management environment.
  • Ability to gather and analyse statistical data and generate reports.
  • Ability to prepare and present reports accurately and in a timely manner.
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal.
  • Display a high level of professionalism, integrity, and maturity.
  • Detail oriented with good organisation and time management skills.
  • Strong interpersonal skills with the ability to work effectively with individuals at all levels.



While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

  • Progression, training and development catered to you.
  • Charity work
  • Refer A Friend incentives 
  • Company pension scheme with employer contributions.
  • G4S Life Assurance Scheme.
  • Subsidised healthcare plan.
  • Charity work- Match-IT and Payroll Giving.
  • Confidential Counselling Services
  • 24/7 support specialising in health and medical 
  • Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.


We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.


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