It’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Job Summary
Superbet is looking for a detail-oriented Real-Time Analyst to monitor and manage customer service operations in real time. This critical role ensures optimal workforce management by monitoring queues, managing service levels, and reallocating resources to address operational needs as they arise. In addition, the Real-Time Analyst will create and manage dashboards using tools such as Tableau or Power BI, providing insights that enhance decision-making and operational performance. The ideal candidate will have experience in real-time workforce management, excellent analytical skills, and proficiency in data visualization tools.
We're looking for someone with:
- At least 1-2 years of experience in real-time workforce management or a similar role within customer service.
- Experience in high-volume, multi-channel customer service operations is a plus.
- Proficiency in workforce management tools and systems (e.g., NICE, Verint, or similar platforms).
- Experience creating dashboards and reports using Tableau, Power BI, or other business intelligence tools.
- Strong command of Excel and other data analysis tools.
- Excellent analytical and problem-solving skills with a strong attention to detail.
- Effective communication skills to collaborate across teams and escalate issues as needed.
- Intermediate to advanced English proficiency.
- A proactive, adaptable mindset with the ability to work under pressure in a fast-paced environment.
What you'll be doing:
- Monitor live customer service operations, including queues, agent availability, and adherence to schedules.
- Ensure service levels are met by proactively addressing any deviations in performance.
- Reallocate agents across channels (e.g., chat, email, voice) based on live demand to ensure maximum efficiency.
- Coordinate with team leads to address issues such as absenteeism, overflows, or unexpected surges in contact volumes.
- Create, manage, and maintain dashboards using tools like Tableau, Power BI, or similar platforms to provide real-time operational insights.
- Regularly update dashboards with accurate data to help stakeholders make informed decisions.
- Develop reports and visualizations that highlight trends, challenges, and opportunities in customer service performance.
- Identify and escalate system or operational issues affecting performance, ensuring quick resolutions.
- Provide immediate feedback to stakeholders regarding bottlenecks or disruptions in real-time operations.
- Track and analyze key metrics such as average handle time (AHT), occupancy, and response times.
- Provide real-time data insights and recommendations to optimize customer service delivery.
- Work closely with Workforce Management (WFM) and operations teams to align real-time actions with broader strategic goals.
- Assist in planning shift adjustments and agent assignments to maintain operational consistency.
- Identify patterns in real-time data and recommend long-term solutions to improve efficiency and customer experience.
- Stay updated on industry trends and tools for real-time management and data visualization to enhance operational capabilities.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).
