Real Time Analyst - (Back Office) at Entain

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

0.0

Posted On

21 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real Time Analysis, Intraday Service Management, Workforce Management, SLA Protection, Multi-channel Contact Centre, NICE WFM, IEX, Data Interpretation, Stakeholder Communication, Organizational Skills

Industry

Entertainment Providers

Description

Company Description Entain India is the engineering and delivery powerhouse for Entain, one of the world's leading global sports and gaming groups. Established in Hyderabad in 2001, we've grown from a small tech hub into a dynamic force, delivering cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide. Our focus on quality at scale drives us to create innovative technology that supports Entain's mission to lead the change in global sports and gaming sector. At Entain India, we make the impossible possible, together. Job Description 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 Qualifications Essential Skills & Experience Experience in a Real Time / Intraday / WFM Analyst role within a contact centre environment. Strong understanding of intraday service management, adherence, and SLA protection. Experience working in a multi-channel contact centre (voice, chat, messaging). Working knowledge of enterprise WFM tools and real-time dashboards (e.g. NICE WFM / IEX or equivalent). Strong analytical skills with the ability to interpret and act on real-time data quickly. Confident decision execution under pressure, with a calm and structured approach. Clear, concise communication skills when working with operational stakeholders. High attention to detail and strong organisational skills. Ability to work effectively in a fast-paced, always-on (24/7) environment. Additional Information We know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like: Safe home pickup and home drop (Hyderabad Office Only) Group Mediclaim policy Group Critical Illness policy Communication & Relocation allowance Annual Health check And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us. Advertising Department: Customer Services Referral Band: ♣

Responsibilities

The Real Time Analyst manages intraday service performance for a 24/7 global contact center to protect SLAs across multiple channels. This involves monitoring real-time demand, staffing, and adherence while collaborating with operational managers.