Real Time Analyst - Night Shift

Category:
Player Support Services
Job Type:
Location:
Dublin, Ireland

Job Purpose

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. This 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 Services team for approval and implementation.

 

Key Responsibilities

  • Monitor service levels across Operations, initiating escalation 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
  • Manage the call-in line, report on unexpected absences and recommend any optimisation required
  • Other duties or projects as required by management

 

Essential

  • Passion for customer service
  • Excellent verbal and written communication skills
  • A strong customer service mentality with first-rate attention to detail
  • Ability to thrive in a fast paced, target-driven environment
  • Self-motivated and able to work as part of a busy team
  • Strong all-round understanding of MS Office applications, especially Word and Excel

 

Desirable

  • Educational background/degree in related fields
  • Previous gaming experience
  • Proficiency with internal tools and reports
  • In-depth knowledge of internal procedures and policies and multi-channel support
  • Previous experience working with data analysis
  • Excellent time management skills
  • Experience with Aspect workforce management solutions 

The Process

We will aim to get back to you within 14 days of applying. If you meet the criteria you will be invited to complete written language assessments, followed by a phone discussion and finally face-to-face/Skype interview.

Company related links:

The Stars Group Careers: Page: http://www.starsgroup.com/careers/index

The Stars Group Facebook Page: 
https://www.facebook.com/WorkAtTheStarsGroup/

The Stars Group LinkedIn Page: https://www.linkedin.com/company/starsgroup/

Our values

  • Focus on the customer
  • Work as a team
  • Strive for excellence
  • Have courage
  • Show passion

 

The Company

The Stars Group is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands.

Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies.