Real Time Analyst - (Back Office)
The Real Time Analyst is responsible for the execution of intraday service performance management across a 24/7 global Contact Centre operation. Reporting to the Real Time Manager, the role focuses on monitoring real-time demand, staffing, adherence, and service levels, and executing intraday actions to protect SLAs across multiple channels, sites, and outsourced partners. The Real Time Analyst acts as the operational control point for intraday service delivery, working in close partnership with Operations and SD Team Managers, who retain ownership of people management and agent performance.
- Monitoring real-time demand, staffing, adherence, and service levels.
- Executing intraday actions to protect SLAs across multiple channels, sites, and outsourced partners.
- Acting as the operational control point for intraday service delivery.
- Working in close partnership with Operations and SD Team Managers.
- Experience in a Real Time / Intraday / WFM Analyst role within a contact centre environment. (required)
- Strong understanding of intraday service management, adherence, and SLA protection. (required)
- Experience working in a multi-channel contact centre (voice, chat, messaging). (required)
- Working knowledge of enterprise WFM tools and real-time dashboards (e.g. NICE WFM / IEX or equivalent). (required)
- Strong analytical skills with the ability to interpret and act on real-time data quickly. (required)
- Confident decision execution under pressure, with a calm and structured approach. (required)
- Clear, concise communication skills when working with operational stakeholders. (required)
- High attention to detail and strong organisational skills. (required)
- Ability to work effectively in a fast-paced, always-on (24/7) environment. (required)
- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Communication & Relocation allowance
- Annual Health check
Welcome to Entain. Our journey as Entain began when we evolved from GVC Holdings on 9th December 2020, but our brands have been paving the way and making history since the 1880s. Today, we’re one of the world’s largest sports betting and gaming entertainment groups – a FTSE 100 company that is home to more than 25 widely recognised brands, such as bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. But that’s just the beginning. We’re constantly broadening our horizons and expanding our global influence. For example, our partnership with MGM Resorts International has allowed us to make waves in the US by powering BetMGM with our bespoke and top-of-the-line technology. It’s with this unique technology that we’re revolutionising our industry, and we’re boldly working towards being THE world leader in sports betting and gaming. Really though, it’s the people that truly make us who we are. There’s over 30,000 of us around the world and counting, but we all play for the same team. We’re proud to promote a culture that shatters barriers to unite, and encourages uncompromised diversity of background, thought and experience. When we win, we win together. If you share our values and want to be part of the revolution, we want you on our team. With offices across 19 different countries, we have an excellent history of identifying and nurturing the finest talent on a global scale. We’re all about putting our customers at the heart of the action and, with us, you can help bring moments of excitement into people’s lives.
