Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide.
Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.
Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media.
We pride ourselves on having a diverse and international culture that embraces the global community and acts locally.
We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.
This position requires an ambitious, highly driven and committed member who understands the operational functions and KPIs of contact centers.
He/She will be responsible for managing the real time queue traffic, agent performance and skill profiling to ensure that the operations are within the accepted service levels.
W hat you'll be getting up to: Manage intraday service level acceptable goals.
Monitor and Report real-time adherence to schedules & Not Ready Code usage for call center associates.
Initiate escalation procedures when KPI thresholds are exceeded.
Manage associate call-in line and update schedules to reflect accurate intraday projections.
Recommend overtime based on day of performance.
Provide a day of impact analysis for outages, staffing shortages, and other unplanned events.
Approve real-time requests for offline events.
Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
Stay current on internal policies and procedures.
Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
Administration of intraday schedule changes.
Provides intraday reports as assigned by the Senior/Supervisor/WFM head.
Perform other Workforce Management related duties assigned by superiors.
Principle Duties & Responsibilities : Real Time Monitoring - 40% Agent Profile Configuration - 30% Updating Reports and Templates - 20% Ad-hoc - 10% R equirements: Ability to communicate effectively with stakeholders across different territories to relay real time changes in agent profiles and schedules.. Ability to gain agreement with stakeholders for real time action plans on queue traffic and agent performance.
Ability to be creative in communicating and adapting to diverse cultures and personalities Ability to help others communicate their requirements clearly Independent judgment and knowledge in managing and monitoring the day-to-day status of the CS KPIs.
Preferably college graduate with at least 1 year experience in Workforce management Intermediate knowledge in MS Excel or Gsheet Basic knowledge in Microsoft applications or Gsuite Strong English written and communication skills Knowledge of contact center metrics and environment is a must Experience in Verint and Avaya platforms is a plus Display excellent communication, problem solving and people skills.
Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
Supportive of company goals and objectives, deliver departmental/team results and key objectives.
Display willingness to learn/fast learner Okay with shifting schedules and weekend shifts **Applications in English only please Diversity & Inclusion We embrace diversity and equality in a serious way.
We are committed to building a team with a variety of backgrounds, skills and views.
The more inclusive we are, the better our work will be.
Creating a culture of Equality isn't just the right thing to do, it's also the smart thing.