Customer Service Leader and Real-Time Analyst

2 semanas atrás

São Paulo São Paulo, Estado de São Paulo, Brasil 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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