Real Time Analyst - Night Shift

Player Support Services St Julian's, Malta


Position at The Stars Group

The role: Real Time Analyst - Night Shift 

We are looking for a Real Time Analyst to join our busy target-driven team based in our Malta office on a night shift role.

Why we need you:

The Real Time Analyst role is responsible for real time resource management to assist the Group in achieving customer contact and service level goals as set by the Group. This role monitors adherence to schedules and supports management with accurate and timely reporting on all elements of resourcing and intraday shift management. Real Time Analysts also review schedules and forecasts on a regular basis, and provide recommendations for guidelines and creative solutions to management and the Group’s Resource Services team for approval and implementation.

You will be monitoring service levels across Operations, initiating issue procedures, when relevant metric thresholds are exceeded.As well as making live operational decisions on the allocation of staff resources in line with Group guidelines. Analysing real-time data to discuss with management and recommend solutions and guidelines for approval. You should be acting upon intraday shift performance based on dashboards and information reporting. Reporting on forecasting accuracy, volumes, schedules, utilisation, and shrinkages. Providing mentorship on optimal times for meetings, trainings, and task time, scheduling these items as required. Providing detailed analysis and reporting of performance, opportunities and risks. Handling the call-in line, report on unexpected absences and recommend any optimisation required.

Who are we looking for:

You should have the ability to demonstrate excellent verbal and written communication skills and to be customer-focused. You should be highly-organised with great attention to detail. We’re a busy team, so you’ll enjoy a dynamic office environment working to agreed targets, as we strive to grow our brands and develop our services.

As the ideal candidate, you will have:

We expect you to have previous experience working with data analysis as well as previous gaming experience. Knowledge of internal procedures and policies and excellent time management skills will be considered as a big advantage.

What’s in it for you?

We aim to be the world’s favourite IGaming destination so we offer a competitive salary and generous benefits package, to reflect your role, talents and experience. We’ll also support your relocation if required. Our benefits include a discretionary annual performance bonus, premium health and dental insurance for you, your partner and your children (providing you all live at the s live at the same address).

As an advocate of work/life balance, we offer an annual personal interest allowance where we support personal learning outside of working hours; e.g. driving lessons, cookery classes and circus training. We also have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24/7. To support you in developing your skills and career, we will provide ongoing training. We offer many more extraordinary perks such as an annual travel loan, subsidised massage sessions, free drinks, snacks, hot beverages and fresh fruit every single day.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria we will invite you to complete written language assessments, followed by a phone discussion and finally face-to-face/Skype interview.

The Group

The Stars Group is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies. This role is in the Group’s Malta service office in the Global Support Services team.