Customer Service Leader and Real-Time Analyst

Há 1 mês

São Paulo Brazil, BR Pentasia Tempo inteiro

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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