Real Time Analyst

CompanyDomestic & General

LocationNottingham, England, United Kingdom

Posted At1/26/2026

UK Visa Sponsorship Analytics

Occupation Type

Data analysts

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.

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Description

Contract Type: 6-month secondment, Full time

Location: Flexible working with visits to our office in Nottingham

Salary: £26,000 - £29,000 per year

Are you excited by a fast-paced and agile working environment where you can help us in our journey to achieve our vision to become a world class service organisation?

We are now excited to be recruiting a Real Time Analyst to join our Operational Support team.

It's a really exciting time to join us! We are a company that not only provides world class sales through customer service but also embodies a culture of high sales performance, digital capabilities, reward and recognition.

This role plays a vital part in ensuring we can deliver the required service levels to our customers. Operating within a close-knit team, you’ll manage contact centre routing, skilling, scheduling and adherence in a real time arena.

To be successful in this role, you’ll need the following:

Experienced in capacity planning processes and concepts.
Working knowledge of Verint WFM or equivalent WFM platform.

Fundamentals of contact centre management.

Knowledge of shrinkage models.

Experience of working directly in contact centre environments.

Ability to respond quickly to deadlines.

Effective and confident communicator at all levels.

Attention to detail.

Strong analytical skills.

Results driven.

Desirable Experience & Knowledge

Experienced in using Telephony systems, such as Genesys Cloud.

The Role

Deliver optimal on the day customer service performance through managing routing, skilling, scheduling and adherence in a real time arena.
Ensure feedback is provided to Operations and Workforce Management Team, where barriers prevent strong performance.
Identify and effectively articulate periods where expected staffing levels vary from requirements. 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.

Work 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 as required.

Maintain daily diary of events/actions to play back on daily basis into Morning Service Review with Workforce Team, completing Ad Hoc tasks as required to support Service Delivery.

If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.

Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.

Working For Us, Works For You

Comprehensive training with clearly defined career progression opportunities
Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave

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

Pension scheme – matched employer contributions up to 5% of basic salary

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 – a range of discounts for 100s of online and high street retailers

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status.

We also have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.