Customer Service Leader and Real-Time Analyst
Há 1 mês
Job Title: Customer Service Leader and Real-Time Analyst
Location: Hybrid in Sao Paulo
Industry: iGaming
Shift: 24/7 Shifts
Company Overview: Join a dynamic and innovative team at a leading player in the iGaming industry. That are dedicated to providing exceptional customer experiences and maintaining the integrity and efficiency of their real-time operations. As they continue to expand, they are seeking a highly motivated and versatile individual to join as a Customer Service and Real-Time Analyst.
Key Responsibilities:
● Administers time & attendance of employees, to ensure the accuracy of the work records;
● Monitors employee performance against work schedules and real-time productivity through applications;
● Informs in real-time the WFM Adherence Clerk and/or Supervisor(s) about employees that pass thresholds for schedule adherence and productivity;
● Processes schedule change tickets and requests to the published schedule & all changes to published schedules to meet operational business targets;
● Communicates actual performance & productivity of employee KPIs to CS leaders to promote the achievement of KPI targets;
● Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals;
● Provide continuous interaction with CS (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives;
● Appropriately respond to Service Level variations by working with CS to match staff to demand and/or reallocate call volumes;
● Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center;
● On an ongoing and consistently substantial basis, coordinates, integrates, and provides organized work efforts to achieve positive operational targeted outcomes;
● Execute departmental procedures, communications, incident reports, and leverage analysis of metrics and measurements;
● Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions and impacts.
Requirements:
- Previous experience in customer service, preferably in the iGaming or a related industry.
- Strong analytical skills with the ability to interpret and act on real-time data.
- Excellent communication skills, both verbal and written.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Proficiency in using customer service software and real-time monitoring tools.
- Detail-oriented with strong organizational skills.
- Ability to work independently and as part of a team.
- Familiarity with iGaming platforms and industry regulations is a plus.
Education and Experience:
- High school diploma or equivalent required; Bachelor's degree preferred.
- 2+ years of experience in customer service and/or real-time analysis.
What We Offer:
- Competitive salary and benefits package.
- Flexible hybrid working arrangements.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
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