Real Time Analyst

Real Time Analyst

Job title: Real time Analyst
Location: Sao Paulo, Brazil

Overview of the role:
The Real Time Analyst role is responsible for real time resource management to assist Operations in achieving agreed customer contact and service level key results. The Analyst will monitor adherence to schedules and support management with accurate and timely reporting on all elements of resourcing and intraday shift and incident management. The Analyst will also review schedules, intraday forecasts and staff allocations on a regular basis, and provide recommendations for guidelines and innovative solutions to management and the Resource Planning team. This role may require suitable candidates to work a variety of day, late and night shifts.

This role is based in our new Brazilian office as part of our hybrid working pattern. Our new Sao Paulo workspace is the perfect place for team collaboration and individual growth. It is located in the Paulista neighbourhood with great transport links across the city and exciting working environment.

What you’ll do:

• Monitor service levels across Operations, initiating escalation procedures when SLA thresholds are exceeded

• Make live operational decisions on the allocation of staff resources in line with agreed guidelines

• Analyse real time data to discuss with management and recommend solutions and actions

• Monitor and act upon intraday shift performance based on dashboards and information reporting

• Review and report upon incidents occurring during the shift, in line with agreed escalation processes

• 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 operational performance, opportunities and risks

• Manage instances of reported absences and recommend any optimisation required

• Other duties or projects as required by management

What you’ll bring:

• Passion for customer service

• Excellent verbal and written communication skills

• Excellent organisational and time management skills

• First-rate attention to detail

• Self-motivated and results oriented

• Demonstrable problem solving skills

• Self-motivated and able to work as part of a busy team

• Strong all-round understanding of MS Office applications, especially Excel

• Contact centre management and/or Resource Planning experience

• Understanding of and experience with Workforce Management software, ideally Alvaria/Aspect WFM

• Knowledge of poker, casino and sportsbook workflow patterns

• Educational background in related fields

• In-depth knowledge of multi-channel contact centre support

• Previous experience with data analysis

• Ability to effectively learn and master new systems and technologies

It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.

Why choose us:
Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

• Discretionary annual performance bonus

• 13th Month Payment

• Annual Salary Increase

• Long Term Disability (LTD)

• Health and dental insurance for you, your partner and your children (if you all live at the same address)

• Personal life insurance and income protection

• A personal interest allowance to let you learn something new or pursue a hobby

• Employee Assistance Programme

• Transportation and Childcare Allowance

• R$ 800 per month in Meal Vouchers

• Maternity Leave - 26 weeks paid, Paternity Leave 4 weeks paid

• External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

• Family Reward

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com. Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/

The group:
Betfair Brasil is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.