Real-Time Analyst

The Real-Time Analyst monitors all queues and ensures actions are taken on rosters to achieve target metrics. This role involves real-time monitoring of CS teams, providing direction, and performance updates to hit service level goals. The analyst tracks team performance against schedules, identifies trends affecting service levels, and communicates KPIs to CS leaders. They also develop Help Center articles, generate incident reports, and identify process improvement opportunities, ensuring optimal real-time performance.

Must Have

• Act as real-time monitor for CS teams.
• Monitor team performance against work schedules.
• Collaborate to identify trends affecting service levels.
• Communicate team KPIs to CS leaders.
• Develop and maintain Help Center articles.
• Provide continuous interaction with CS leadership.
• Generate and submit incident reports.
• Identify business process excellence improvement opportunities.
• Explore and recommend improvements in monitoring tools.
• Develop and maintain standardized documentation.
• Bachelor’s degree in business administration, management, finance, statistics, mathematics, or related field.
• Minimum 2-3 years experience in an RTA role.
• Direct experience monitoring key performance indicators (KPIs).
• Advanced proficiency in Excel and data analysis tools.
• Strong analytical skills.
• Understanding of statistical methods.
• Strong organizational skills.
• Ability to multitask and manage time.
• Strong Proficiency in Data Tools: MS Office, SQL, or Python.
• Strong command of the English language.

Good to Have

• Proficiency in RTA/WFM Tools and CRM Tools (Zendesk and Jira).
• Six Sigma or Lean experience.

Perks & Benefits

• Among the Best Workplaces in Europe
• Certified Great Place to Work across our offices

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role:

The Real-Time Analyst reports to the RTA Team Leader and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to achieve target metrics. The Real-Time Analyst ensures adherence to schedules, activity entries, and that numbers are up to date with scheduling systems to achieve optimal performance in real time.

As a Real Time Analyst you will:

• Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals;
• Monitor team performance against work schedules and real-time productivity through applications;
• Collaborate with team members to identify trends and patterns affecting service levels.
• Communicate actual performance & productivity of team KPIs to CS leaders to promote the achievement of KPI targets;
• Develop and maintain up-to-date Help Center articles pertaining to incidents or events anticipated to generate increased customer traffic.
• Provide continuous interaction with CS leadership and agents to achieve service-level metrics with the intent of meeting contractual objectives;
• Generate and submit incident reports, daily and weekly, documenting events comprehensively and in a high-level protocol;
• Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions, and impacts;
• Explore and recommend improvements or optimizations in using monitoring tools and technologies to enhance real-time performance tracking and reporting capabilities;
• Develop and maintain standardized documentation and reporting procedures to ensure consistency and clarity.

What you’ll bring:

• A bachelor’s degree in business administration, management, finance, statistics, mathematics, or a related field, or a combination of education and experience is required.
• Minimum 2-3 years experience in an RTA role in a multi-site, multi-language, high-volume environment.
• Direct experience monitoring key performance indicators (KPIs) such as service levels, occupancy, adherence, and utilization to ensure targets are met.
• Advanced proficiency in Excel and other data analysis tools to create reports and trend analytical data reports.
• Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
• Understanding of statistical methods and their application in trending, forecasting and scheduling.
• Strong organizational skills to manage multiple tasks and projects simultaneously.
• Ability to multitask, focus, and have excellent time management skills with the ability to work with minimal supervision.
• Strong Proficiency in Data Tools: MS Office, SQL, or Python. Proficiency in other RTA/WFM Tools and CRM Tools: specifically, Zendesk and Jira, would be an asset.
• Six Sigma or Lean experience: experience with process improvement methodologies that can help streamline workforce management processes, is an asset.
• Strong command of the English language.