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- Tasks: Manage real-time contact centre operations to ensure top-notch customer service.
- Company: Join a dynamic team at Domestic & General, a leader in customer service.
- Benefits: Enjoy 33 days annual leave, health cash plan, and a pension scheme.
- Why this job: Be part of a transformative company culture focused on growth and innovation.
- Qualifications: Experience in contact centre management and strong analytical skills required.
- Other info: Flexible working with great career progression opportunities.
The predicted salary is between 22000 - 26000 ÂŁ per year.
Real Time Analyst remote type: Hybrid locations: Nottingham, UK time type: Full time posted on: Posted Today time left to apply: End Date: February 7, 2026 (14 days left to apply) job requisition id: JR101467
Contract Type: 12-month fixed-term secondment, Full time
Location: Flexible working with visits to our office in Nottingham
Salary: ÂŁ26,000 - ÂŁ29,000 per year
Closing date: Friday 6th February 2026
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.
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
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.
Real Time Analyst in Nottingham employer: Domestic & General Group
Contact Detail:
Domestic & General Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst in Nottingham
✨Tip Number 1
Get to know the company! Research Domestic & General and understand their culture, values, and what they stand for. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can boost your chances of landing that Real Time Analyst role.
✨Tip Number 3
Prepare for the interview by practising common questions related to real-time analysis and contact centre management. Use examples from your past experiences to demonstrate your skills and how they align with the job requirements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining us at Domestic & General. Good luck!
We think you need these skills to ace Real Time Analyst in Nottingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real Time Analyst role. Highlight your experience in capacity planning and any relevant WFM platforms like Verint. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: As a Real Time Analyst, effective communication is key. Use your application to demonstrate how you've successfully communicated with teams in the past. We love confident communicators!
Be Detail-Oriented: Attention to detail is crucial in this role. When filling out your application, double-check for any typos or errors. We appreciate candidates who take the time to present their best selves!
Apply Through Our Website: Don't forget to apply through our website! It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Domestic & General Group
✨Know Your Numbers
As a Real Time Analyst, you'll need to be comfortable with data. Brush up on your knowledge of capacity planning processes and shrinkage models. Be ready to discuss how you've used these concepts in previous roles, as this will show your understanding of the job's requirements.
✨Familiarise Yourself with WFM Tools
Make sure you have a solid grasp of Verint WFM or any equivalent workforce management platform. If you’ve used Genesys Cloud or similar telephony systems, highlight that experience. Being able to talk about specific tools will demonstrate your readiness for the role.
✨Communicate Effectively
This role requires strong communication skills at all levels. Prepare examples of how you've effectively communicated in past positions, especially in high-pressure situations. Practising clear and concise responses can help you stand out during the interview.
✨Show Your Analytical Skills
Be prepared to showcase your analytical abilities. Think of instances where you've had to analyse data to make decisions or improve performance. Discussing real-life scenarios where your attention to detail made a difference will resonate well with the interviewers.