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.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Real-time Analyst in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ArvatoConnect. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ArvatoConnect before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Real-time Analyst in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ArvatoConnect:Your cover letter is your chance to shine! Tell us why you want to work at ArvatoConnect specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ArvatoConnect!
How to prepare for a job interview at ArvatoConnect
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
