Real Time Analyst Rotherham, Barnsley £25,032.00

Role Responsibility:

REAL TIME ANALYST

£25,032.00 per annum 

37.5 hours per week, Monday to Friday 

Home Based 

About Us

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people. 

About the Role

As a Real-Time Analyst, you will play a critical role in ensuring the success of our Phase 2 Contact Centre Contract, supporting over 1,000 FTE across 19 service lines. Your primary responsibilities include monitoring queue and agent performance to meet daily, weekly, and monthly service level agreements (SLAs). You will act as the central contact for real-time performance management, collaborating closely with operational teams to optimise resource allocation and queue management.

Key Responsibilities:

• Monitor real-time inbound traffic and adjust resources as needed to meet service levels.

• Work shifts covering business opening hours as part of a team.

• Assist in implementing Business Continuity and Disaster Recovery (BCDR) procedures.

• Build cross-functional relationships to deliver effective intraday solutions.

• Collaborate with Team Leaders to address and resolve operational challenges.

• Support senior managers in driving productivity, service level adherence, and queue management.

• Analyse data to inform short-term resource planning and intraday tactics.

• Monitor live reporting to identify and address anomalies, ensuring SLA achievement.

• Develop and manage agent schedules to consistently meet or exceed service level targets.

The Ideal Candidate:

Essential criteria:

• Proven experience in call centre workforce management.

• Strong analytical skills with the ability to gather and interpret data to generate detailed reports.

• Skilled in preparing and delivering accurate reports within specified timeframes.

• Excellent communication skills, both written and verbal, with the ability to stay composed in high-pressure situations.

• Demonstrates professionalism, integrity, and maturity in all interactions.

• Highly organised, detail-oriented, with effective time management skills.

• Strong interpersonal abilities, capable of working collaboratively at all levels

• Ensure compliance with Health & Safety training and actions relevant to your role.

• Adhere to G4S policies and standards, ensuring mandatory training is up to date.

• Stay informed on company and legislative updates through briefs and news articles.

• Collaborate effectively with key stakeholders and operational departments.

• Perform additional duties as required, aligned with the role.

• Leverage industry memberships (e.g., Forum and CCMA) to implement best practice planning and analysis techniques.

For applications, please send 500 words to admin.roth@uk.g4s.com and a copy of your CV. 

Benefits

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.

G4S  is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.

Please contact michaela.edwards1@uk.g4s.com to discuss any queries you may have.