What you’ll be doing

As part of your role, your responsibilities will include:

Real-Time Monitoring & Performance Management

• Monitor intraday contact centre performance (calls, chats, emails, etc.) in real time using Workforce Management (WFM) tools.
• Track key metrics such as adherence, occupancy, service levels, ASA (Average Speed of Answer), and queue volumes.
• Take immediate corrective actions such as reassigning Hosts, escalating issues, or recommending break/lunch adjustments to maintain service levels.

Communication & Coordination

• Serve as the primary point of contact for real-time updates and escalations during live operations.
• Coordinate with Team Managers to manage Host availability, shrinkage, and adherence.
• Communicate intraday changes, system outages, or critical incidents to stakeholders as needed.

Reporting & Analytics

• Provide real-time dashboards, status reports, and end-of-day performance summaries.
• Identify trends and patterns affecting service levels and provide recommendations for improvement.
• Support analysis of peak traffic periods, promotional campaigns, and product launches.

Tools & Systems Management

• Operate and optimize WFM systems (Genesys or similar platforms).
• Monitor and troubleshoot issues in telephony or chat routing systems in collaboration with IT teams.
• Assist with schedule adjustments and shift management as required.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Minimum 2 years’ experience in a contact centre environment
• Experience with regulatory requirements and responsible gambling policies
• Proficient in Microsoft Excel and data visualisation/reporting tools
• Analytical and problem-solving skills
• Attention to detail and ability to multitask in high pressure environments
• This role requires rotating shifts, including evenings, weekends, and public holidays

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Experience in a real time analyst support function