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. This means you can avoid months without pay at the end of your leave, giving you greater financial stability and peace of mind while you focus on your family.
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Pension Scheme
4% employee contribution matched.
Life Insurance
Cover of 4 x 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. Offers include access to the latest handsets and are available to new Vodafone customers or existing customers at the end of their contract.
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.
