Real Time Analyst

Who we are

Were part of Super Group the NYSE-listed digital gaming company behind some of the worlds leading Sports and iGaming brands.

At DigiOutsource we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products customer experience and security. Were empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Who were looking for

Were on a thrilling journey of growth and innovation and we need passionate driven individuals to join us. At DigiOutsource every day is action-packed and we expect you to bring your return youll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer Supercharge your career with us and be part of something extraordinary.

Were on a mission to create extraordinary experiences for our customers and we believe that your unique skills passion and superdrive will help us achieve our vision.

As a Real Time Analyst youll be supporting the delivery of a high-quality service within the contact centre covering monitoring analyzing and managing real-time contact centre performance to ensure optimal service levels and host efficiency. This will help us excel at providing super class customer service to stay ahead of the game.

Why we need you

Were on a mission to create extraordinary experiences for our customers and we believe that your unique skills passion and superdrive will help us achieve our vision.

As a Real Time Analyst youll be supporting the delivery of a high-quality service within the contact centre covering monitoring analyzing and managing real-time contact centre performance to ensure optimal service levels and host efficiency. This will help us excel at providing super class customer service to stay ahead of the game.

What youll be doing

As part of your role your responsibilities will include:

Real-Time Monitoring & Performance Management

• Monitor intraday contact centre performance (calls chats emails etc.) in real time using Workforce Management (WFM) tools.

• Track key metrics such as adherence occupancy service levels ASA (Average Speed of Answer) and queue volumes.

• Take immediate corrective actions such as reassigning Hosts escalating issues or recommending break/lunch adjustments to maintain service levels.

Communication & Coordination

• Serve as the primary point of contact for real-time updates and escalations during live operations.

• Coordinate with Team Managers to manage Host availability shrinkage and adherence.

• Communicate intraday changes system outages or critical incidents to stakeholders as needed.

Reporting & Analytics

• Provide real-time dashboards status reports and end-of-day performance summaries.

• Identify trends and patterns affecting service levels and provide recommendations for improvement.

• Support analysis of peak traffic periods promotional campaigns and product launches.

Tools & Systems Management

• Operate and optimize WFM systems (Genesys or similar platforms).

• Monitor and troubleshoot issues in telephony or chat routing systems in collaboration with IT teams.

• Assist with schedule adjustments and shift management as required.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills youll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills with the ability to convey complex ideas clearly and effectively

• Experience working collaboratively in cross-functional teams with a focus on achieving shared goals

• Expertise in managing multiple projects simultaneously with a track record of delivering on time and within scope

• Exceptional attention to detail ensuring high standards of quality in all outputs

• Ability to adapt quickly to changing environments and priorities maintaining effectiveness in dynamic situations

• Minimum 2 years experience in a contact centre environment

• Experience with regulatory requirements and responsible gambling policies

• Proficient in Microsoft Excel and data visualisation/reporting tools

• Analytical and problem-solving skills

• Attention to detail and ability to multitask in high pressure environments

• This role requires rotating shifts including evenings weekends and public holidays

Desirable skills youve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets including odds calculation betting types and market trends

• Previous experience in the online gaming or casino industry with a strong understanding of player behaviour and industry regulations

• Familiarity with gambling regulations and compliance requirements in various jurisdictions ensuring adherence to legal standards

• Experience in developing and executing customer retention strategies

• Experience in a real time analyst support function

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability

• Ownership and accountability

• Initiating action

• Resilience

• Team orientation

• Integrity

• Innovation

What youll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• Were dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements wont go unnoticed. Our innovative Performance Tool ensures you receive regular constructive feedback helping you to continuously improve and reach your full potential.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

• Free Daily Meal

• Free Massages On-site

• Free On-Site Gym

• Group Life Cover

• Funeral Fund Benefit

• Financial Services Assistance

• Curro School Fees Benefit

• Income Continuation Benefit

• Leadership Training

• Referral Bonus

• Medical Aid Subsidy

• Free Sleep Coaching

• On-site Barista

• Retirement Annuity Subsidy

• Team socials

Be part of that Superclass feeling.

At Super Group diversity is part of our DNA. With teams across 16 countries 85 nationalities and 19 languages we take equal opportunities seriously championing a supportive inclusive and empowering environment wherever you are in the Group.

Its all about putting your experience first and ensuring honesty and fairness in all we do.
Here your growth is supported and your contributions valued.

Game on!