Real Time Analyst - (Back Office)
The Real Time Analyst is responsible for the execution of intraday service performance management across a 24/7 global Contact Centre operation. Reporting to the Real Time Manager, the role focuses on monitoring real-time demand, staffing, adherence, and service levels, and executing intraday actions to protect SLAs across multiple channels, sites, and outsourced partners. The Real Time Analyst acts as the operational control point for intraday service delivery, working in close partnership with Operations and SD Team Managers, who retain ownership of people management and agent performance.
- Monitoring real-time demand, staffing, adherence, and service levels.
- Executing intraday actions to protect SLAs across multiple channels, sites, and outsourced partners.
- Acting as the operational control point for intraday service delivery.
- Working in close partnership with Operations and SD Team Managers.
- Experience in a Real Time / Intraday / WFM Analyst role within a contact centre environment. (required)
- Strong understanding of intraday service management, adherence, and SLA protection. (required)
- Experience working in a multi-channel contact centre (voice, chat, messaging). (required)
- Working knowledge of enterprise WFM tools and real-time dashboards (e.g. NICE WFM / IEX or equivalent). (required)
- Strong analytical skills with the ability to interpret and act on real-time data quickly. (required)
- Confident decision execution under pressure, with a calm and structured approach. (required)
- Clear, concise communication skills when working with operational stakeholders. (required)
- High attention to detail and strong organisational skills. (required)
- Ability to work effectively in a fast-paced, always-on (24/7) environment. (required)
- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Communication & Relocation allowance
- Annual Health check
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.
