Real Time Analyst

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8403 Hyderabad, India Player Support Services Permanent

The role: Real Time Analyst

We are looking for a Real Time Analyst to join our Operations Planning & Business Management team in Hyderabad, India.

Are you our next star player?

The Real Time Analyst role is responsible for real time resource management to assist the Group in achieving customer contact and service level goals as set by the Group.

Why we need you?

The Real Time Analyst role monitors adherence to schedules and supports management with accurate and timely reporting on all elements of resourcing and intraday shift management. Real Time Analysts also review schedules and forecasts on a regular basis and provide recommendations for guidelines and innovative solutions to management and the Group’s Resource Planning team for approval and implementation. In this role, you can expect to be involved in the following:

  • Monitor service levels across Operations, initiating critical issue procedures when KPI thresholds are exceeded.
  • Make live operational decisions on the allocation of staff resources in line with Group guidelines.
  • Analyse real-time data to discuss with management and recommend solutions and guidelines for approval.
  • Monitor and act upon intraday shift performance based on dashboards and information reporting.
  • Report on forecasting accuracy, volumes, schedules, utilisation, and shrinkages
  • Provide guidance on optimal times for meetings, trainings, and task time, scheduling these items as required.
  • Provide detailed analysis and reporting of performance, opportunities, and risks.
  • Handle the call-in line, report on unexpected absences, and recommend any optimisation required.
  • Other duties or projects as required by management.

Who we’re looking for

As a Real Time Analyst, you will be passionate for customer service with a first-rate attention to detail and excellent verbal and written communication skills. The role requires strong customer service mentality with the ability to thrive in a fast paced, target driven environment.

Your experience:

  • Strong all-round understanding of MS Office applications, especially Word and Excel
  • Previous experience working with data analysis.

Your skills:

  • Educational background/degree in related fields
  • In-depth knowledge of multi-channel support
  • Excellent time management skills

Desirable:  

  • Experience with scripting languages (such as R, Python and JavaScript) and SQL
  • Experience with Aspect workforce management solutions
  • Ability to learn and master new programming languages/ technologies quickly.

 

What’s in it for you?

Our experience-based salaries are competitive. Plus, there is a discretionary annual performance bonus.

Your package will include:

  • cash allowance for health and dental care
  • company pension scheme
  • a personal interest allowance to let you learn something new or pursue a hobby.
  • looking to extend your family? You will receive a cash gift of 34,000 INR for your new addition whilst working for us.
  • in-house training and development to develop your skills, progressing your career.
  • cash allowance for meals.

What happens next?

If you’re what we’re looking for, next up will be a phone interview. And if that goes well, we’ll meet you for a face-to-face interview.

The Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of FTSE 100 index of the London Stock Exchange, which brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact: talent@starsgroup.com.

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.

 

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