About the job
great player support is fast and precise. The partner operations team is responsible for all support agents globally and the workforce management team makes sure the right people are always available to help.
as a real-time analyst (rta), you will work closely with all partners, located in different timezones across the globe, ensuring the fastest support possible.
your proactiveness will ensure potential issues are mitigated before they affect the player support experience and will communicate quickly with stakeholders to resolve these issues quickly and effectively. You will identify patterns and understand deviations from the wfm plan, ultimately coordinating the actions needed to adapt to the new reality
responsibilities
* monitor backlog, inflows and outflows at interval level against the wfm plan, taking action to correct deviations
* guide partners in real-time, calling out deviations in staffing levels, following-up to ensure compliance
* coordinate with partner managers and internal gps when needed
* monitor incidents and ensure proper handling of tickets during and post incident
* coordinates offline activities and real-time requests from partners
* handles rta reporting and real-time communication with several stakeholders
required qualifications
* 3 year or more real-time analyst/lead experience
* associate degree, technical school or equivalent work experience
* high attention to detail, ability to identify emerging trends, measure impact and use good judgment
* confidence in communicating with people at all levels both externally and within the organization
* a solution-oriented mindset to ensure happy customers
* understanding, interpreting, and manipulating data for reporting
* advanced level of ms excel/google sheets
* tableau knowledge
* ability to design, create and set-up zendesk reports, and overall familiarity with the software
* proficiency with tymeshift or verint