Real Time Performance Executive
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Job Summary
About the Role
As a Real Time Performance Executive you will play a key role in guiding the daytoday operational performance of our Contact Centres. Reporting to the Workforce Performance Lead you will monitor realtime performance across multiple channels minimise customer wait times and ensure service levels are optimised to deliver the best possible customer experience.
You will work closely with Contact Centre leaders CX and wider Operations teams to identify risks respond quickly to changes in demand and provide insight into performance trends. This is a fastpaced detaildriven role where your ability to analyze data make decisions under pressure and collaborate across teams will be key to success.
Responsibilities Include:
- Monitor realtime performance across phone betting customer service and operational queues
- Manage agent adherence using WFM systems to optimise service levels and customer experience
- Identify and respond to risks in real time to minimise customer wait times and performance impact
- Analyze daily performance data and provide insights into missed targets and improvement opportunities
- Produce and share daily and weekly performance reporting with key stakeholders
- Coordinate intraday scheduling including breaks and offphone activities to maximise operational performance
About You
- Experience working with WFM systems and scheduling or forecasting methodologies
- Strong analytical skills with the ability to interpret performance data quickly
- Solid Excel capability and confidence working with data sets
- Ability to manage competing priorities in a fastmoving environment
- Strong communication and stakeholder management skills
- High attention to detail and a focus on accuracy
- Flexibility to work a rotating roster including evenings and weekends
About Company
Sportsbet’s vision is clear: we want to become a world class betting & gaming business that’s trusted by our customers, colleagues and partners. We’re also here to make this the most exciting place you’ll ever work!
