Real Time Analyst

DIGI Outsource; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading gaming solutions provider in Cape Town is seeking a Real Time Analyst to monitor and manage contact centre performance, ensuring optimal customer service levels. The role requires a minimum of 2 years experience in a contact centre environment and proficiency in Microsoft Excel. Ideal candidates will have strong analytical skills and the ability to work under pressure. The position offers a variety of employee benefits including free meals and on-site gym facilities.

Benefits

Learning and development programmes

Free Daily Meal

Free On-Site Gym

Referral Bonus

Qualifications

• Ability to convey complex ideas clearly.
• Experience working collaboratively in cross-functional teams.
• Exceptional attention to detail.

Responsibilities

• Monitor intraday contact centre performance.
• Coordinate with Team Managers for real-time updates.
• Provide real-time dashboards and performance summaries.

Skills

Strong verbal and written communication

Analytical and problem-solving skills

Multitasking in high pressure environments

Education

Minimum 2 years experience in a contact centre environment

Tools

Microsoft Excel

Data visualisation/reporting tools

Job description

Overview

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Were part of Super Group the NYSE-listed digital gaming company behind some of the worlds leading Sports and iGaming brands. At DigiOutsource we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products customer experience and security. Were empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Were on a thrilling journey of growth and innovation and we need passionate driven individuals to join us. At DigiOutsource every day is action-packed and we expect you to bring your return youll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer Supercharge your career with us and be part of something extraordinary. Were on a mission to create extraordinary experiences for our customers and we believe that your unique skills passion and superdrive will help us achieve our vision.

Role

As a Real Time Analyst youll be supporting the delivery of a high-quality service within the contact centre covering monitoring analyzing and managing real-time contact centre performance to ensure optimal service levels and host efficiency. This will help us excel at providing super class customer service to stay ahead of the game.

Responsibilities

• Real-Time Monitoring & Performance Management – Monitor intraday contact centre performance (calls chats emails etc.) in real time using Workforce Management (WFM) tools; Track key metrics such as adherence occupancy service levels ASA (Average Speed of Answer) and queue volumes; Take immediate corrective actions such as reassigning Hosts escalating issues or recommending break / lunch adjustments to maintain service levels.
• Communication & Coordination – Serve as the primary point of contact for real-time updates and escalations during live operations; Coordinate with Team Managers to manage Host availability shrinkage and adherence; Communicate intraday changes system outages or critical incidents to stakeholders as needed.
• Reporting & Analytics – Provide real-time dashboards status reports and end-of-day performance summaries; Identify trends and patterns affecting service levels and provide recommendations for improvement; Support analysis of peak traffic periods promotional campaigns and product launches.
• Tools & Systems Management – Operate and optimize WFM systems (Genesys or similar platforms); Monitor and troubleshoot issues in telephony or chat routing systems in collaboration with IT teams; Assist with schedule adjustments and shift management as required.

Note: This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Qualifications & Essential Skills

• Essential skills – Strong verbal and written communication; ability to convey complex ideas clearly; experience working collaboratively in cross-functional teams; track record of delivering multiple projects on time and within scope; exceptional attention to detail; ability to adapt to changing environments and priorities; minimum 2 years experience in a contact centre environment; experience with regulatory requirements and responsible gambling policies; proficient in Microsoft Excel and data visualisation/reporting tools; analytical and problem-solving skills; ability to multitask in high pressure environments; ability to work rotating shifts including evenings weekends and public holidays.

Desirable skills

• In-depth knowledge of sports betting markets including odds calculation betting types and market trends
• Previous experience in the online gaming or casino industry with understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions
• Experience in developing and executing customer retention strategies
• Experience in a real time analyst support function

Our values

Our values are non-negotiables and are embedded in the culture through core behavioral competencies: Adaptability, Ownership and accountability, Initiating action, Resilience, Team orientation, Integrity, Innovation.

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• Learning and development programmes to expand your skills and advance your career
• Performance feedback to help you improve and reach your potential
• Employee Assistance programme with family benefits
• Free Daily Meal
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Financial Services Assistance
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• On-site Barista
• Retirement Annuity Subsidy
• Team socials

Additional information

Be part of that Superclass feeling. Diversity is part of our DNA with teams across 16 countries, 85 nationalities and 19 languages. We are committed to equal opportunities and an inclusive, empowering environment. This position requires trust and honesty and has access to customers’ financial details; a credit and criminal record check will be conducted. A qualification verification check will also be performed. By applying you consent to these checks.

To view all current vacancies please visit our website. If you do not hear from us within 2 weeks please deem your application as unsuccessful. This is the perfect place to work, play and grow!