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Real Time Analyst @Bullfinch Recruitment

[Hiring] Real Time Analyst @Bullfinch Recruitment

Mar 24, 2025 - Bullfinch Recruitment is hiring a remote Real Time Analyst. 💸 Salary: unspecified. 📍Location: Gibraltar.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are seeking a Real-Time Analyst (RTA) to become an integral part of the Workforce Management (WFM) team within Customer and Player Operations. Your primary responsibility is to ensure live chat operations run smoothly and efficiently.

  • Oversee live chat volumes, agent availability, and queue status in real time.
  • Adjust schedules or reassign agents to different chat queues as needed to maintain service level targets.
  • Ensure optimal coverage throughout the day by aligning real-time data with scheduled staffing.
  • Communicate staffing concerns (e.g., break schedules, unexpected absences) and propose immediate solutions.
  • Track and record KPIs (e.g., average wait time, average handle time, service level) for live chat.
  • Provide hourly and end-of-day reports to highlight trends, issues, and improvements.
  • Utilise specialised WFM tools for schedule management and real-time monitoring.
  • Navigate within Zendesk to track agent status and chat volumes, staying informed of ongoing customer interactions.
  • Respond swiftly to spikes in chat volume, system outages, or agent unavailability.
  • Coordinate with IT or Product teams if technical difficulties arise, ensuring minimal disruption to service.
  • Proactively analyse trends to predict future chat volume and staffing requirements.
  • Recommend adjustments to scheduling, staffing, or processes to optimise performance and enhance customer satisfaction.
  • Provide timely updates and real-time feedback to Team Leads, Supervisors, and WFM leadership.
  • Keep all stakeholders informed of any operational changes, performance issues, or opportunities for efficiency gains.

Qualifications

  • Minimum of 1 year experience in the iGaming, social casino, or gaming industry.
  • At least 1–2 years in a Real-Time Analyst or similar workforce management role within a customer-focused environment.
  • Familiarity with WFM tools for scheduling and analysis; ability to navigate within Zendesk to track agent activity.
  • Strong Excel/Google Sheets skills for data tracking and reporting.
  • Ability to interpret real-time data, identify trends, and make quick decisions to meet service level agreements (SLAs).
  • Excellent verbal and written communication to effectively relay updates, escalations, and recommendations to diverse teams.
  • Comfortable working in a fast-paced, evolving environment. Able to pivot priorities quickly when chat volumes or operational needs shift.
  • Collaborative spirit with a knack for building relationships and fostering a supportive, high-performing culture.

Benefits

  • This position offers a unique opportunity to directly impact customer satisfaction by maintaining real-time operational excellence.
  • If you're passionate about data-driven decision-making, proactive problem-solving, and helping teams deliver top-tier customer experiences, we'd love to hear from you.

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Before You Apply
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📍 Be aware of the location restriction for this remote position: Gibraltar
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Real Time Analyst @Bullfinch Recruitment
Customer Service
Salary 💸 unspecified
Remote Location
Gibraltar
Job Type full-time
Posted Mar 24, 2025
Apply for this position Unlock 54,485 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: Gibraltar
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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