Real Time Analyst (PH)

Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. We are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth.

Role Overview

We are seeking a Real-Time Analyst (RTA) to become an integral part of our Workforce Management (WFM) team within Customer and Player Operations. Your primary responsibility is to ensure live chat operations run smoothly and efficiently. As part of the WFM function, you will monitor workflow in real time, manage staffing needs, and maintain key performance metrics—all while working closely with Team Leads, Supervisors, and frontline agents to deliver an outstanding customer experience.

Key Responsibilities

Real-Time Monitoring

• Oversee live chat volumes, agent availability, and queue status in real time.
• Adjust schedules or reassign agents to different chat queues as needed to maintain service level targets.
  
  

Workforce Coordination

• Ensure optimal coverage throughout the day by aligning real-time data with scheduled staffing.
• Communicate staffing concerns (e.g., break schedules, unexpected absences) and propose immediate solutions.
  
  

Performance Metrics & Reporting

• Track and record KPIs (e.g., average wait time, average handle time, service level) for live chat.
• Provide hourly and end-of-day reports to highlight trends, issues, and improvements.
  
  

System Navigation & Tools

• Utilise specialized WFM tools for schedule management and real-time monitoring.
• Navigate within Zendesk to track agent status and chat volumes, staying informed of ongoing customer interactions.
  
  

Issue Escalation

• Respond swiftly to spikes in chat volume, system outages, or agent unavailability.
• Coordinate with IT or Product teams if technical difficulties arise, ensuring minimal disruption to service.
  
  

Process Improvement

• Proactively analyse trends to predict future chat volume and staffing requirements.
• Recommend adjustments to scheduling, staffing, or processes to optimise performance and enhance customer satisfaction.
  
  

Collaboration & Communication

• Provide timely updates and real-time feedback to Team Leads, Supervisors, and WFM leadership.
• Keep all stakeholders informed of any operational changes, performance issues, or opportunities for efficiency gains.
  
  

Required Experience & Skills

• Industry Experience Minimum of 1 year experience in the iGaming, social casino, or gaming industry.
• RTA or WFM Experience At least 1–2 years in a Real-Time Analyst or similar workforce management role within a customer-focused environment.
• Technical Proficiency Familiarity with WFM tools for scheduling and analysis; ability to navigate within Zendesk to track agent activity. Strong Excel/Google Sheets skills for data tracking and reporting.
• Analytical Mindset Ability to interpret real-time data, identify trends, and make quick decisions to meet service level agreements (SLAs).
• Communication Skills Excellent verbal and written communication to effectively relay updates, escalations, and recommendations to diverse teams.
• Adaptability Comfortable working in a fast-paced, evolving environment. Able to pivot priorities quickly when chat volumes or operational needs shift.
• Team Player Collaborative spirit with a knack for building relationships and fostering a supportive, high-performing culture.
  
  

This position offers a unique opportunity to directly impact customer satisfaction by maintaining real-time operational excellence. If you’re passionate about data-driven decision-making, proactive problem-solving, and helping teams deliver top-tier customer experiences, we’d love to hear from you