Real Time Analyst

About Flutter Entertainment

world’s largest sports betting and iGaming operator

13.9 million

$14Bn

portfolio of iconic brands,

New York Stock Exchange (NYSE) and the London Stock Exchange (LSE).

TIME’s 100 Most Influential Companies

Changing the Game.

portfolio of brands

FLUTTER ENTERTAINMENT INDIA

Global Capability Center

900+ talented colleagues

Overview Of The Role

KEY RESPONSIBILITES

• Real-time management across multiple queues and multiple channels within the business.
• Using Verint, Liveperson, AWS Connect and other real-time software to monitor agent schedule adherence and contact volumes.
• Take appropriate action to ensure mitigation of all risks to service level achievement.
• Analyse intraday performance and provide recommendations to the team on strengthening these results.
• Identifying potential gaps in scheduled coverage and presenting recommendations to the Team
• Coordinating optimal intraday scheduling of meetings, training and other off-line activity for staff.
• Optimizing breaks times and reallocating resources to extract the best possible result against the KPIs of the business.
• Working with management to schedule off queue time including but not limited to meetings, training coaching’s, etc.
• Approving real time holiday requests in line with business volumes.
• Provide standard reporting to the team throughout the day/week using Looker, Verint and Excel.
• Manage scheduled activity in the call centre to ensure appropriate coverage is scheduled to achieve the optimal service level touch points
• Informing management of call center performance and activity throughout the day.
• Ensure data integrity within WFM system
• Uploading Tactical Messages on both PP and BF Help Centres and on SnapComms for agents to mitigate high volumes when there are internal/external issues driving contacts.
  

TO EXCEL IN THIS ROLE, YOU WILL NEED TO HAVE

• Familiarity with WFM methodology and WFM systems preferably Verint WFM
• 1 years’ experience working in a real-time or queue management role essential.
• Minimum 2 years’ experience working in a call centre environment
• Exercises independent judgment and discretion in matters of significance.
• Wins as a team - make big things happen by working together and being open to new insights.
• Effectively prioritize multiple demands.
• Excellent communication skills (verbal, written, and listening).
• Excellent organizational skills, detail oriented.
• Strong analytical problem identification and problem-solving skills
• Is an active part of transformation - a way of working that brings more employee engagement - by joining huddles, creating focus groups, and helping us elevate opportunities to do better for our members and agents.
• Pushes for results and drives growth.
• Possesses exceptional organization and time management skills.
• Demonstrates excellent interpersonal communication skills, positive attitude, good judgment, and strong work ethic.
  

Benefits We Offer

• Access to Learnerbly, Udemy , and a Self-Development Fund for upskilling.
• Career growth through Internal Mobility Programs .
• Comprehensive Health Insurance for you and dependents.
• Well-Being Fund and 24/7 Assistance Program for holistic wellness.
• Hybrid Model : 2 office days/week with flexible leave policies, including maternity, paternity, and sabbaticals.
• Free Meals, Cab Allowance , and a Home Office Setup Allowance.
• Employer PF Contribution , gratuity, Personal Accident & Life Insurance.
• Sharesave Plan to purchase discounted company shares.
• Volunteering Leave and Team Events to build connections.
• Recognition through the Kudos Platform and Referral Rewards .
  

WHY CHOOSE US

equal-opportunity employer