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Real Time Analyst - 12month

Mast Jobs

The Role: Real Time Analyst - 12month

Job Purpose

The Real Time Analyst role is responsible for real time resource management to assist Operations in achieving agreed customer contact and service level key results. The Analyst will monitor adherence to schedules and support management with accurate and timely reporting on all elements of resourcing and intraday shift and incident management. The Analyst will also review schedules, intraday forecasts and staff allocations on a regular basis, and provide recommendations for guidelines and innovative solutions to management and the Resource Planning team. This role may require suitable candidates to work a variety of day, late and night shifts.

Key Responsibilities

  • Monitor service levels across Operations, initiating escalation procedures when SLA thresholds are exceeded

  • Make live operational decisions on the allocation of staff resources in line with agreed guidelines

  • Analyse real time data to discuss with management and recommend solutions and actions

  • Monitor and act upon intraday shift performance based on dashboards and information reporting

  • Review and report upon incidents occurring during the shift, in line with agreed escalation processes

  • Report on forecasting accuracy, volumes, schedules, utilisation, and shrinkages

  • Provide guidance on optimal times for meetings, trainings, and task time, scheduling these items as required

  • Provide detailed analysis and reporting of operational performance, opportunities and risks

  • Manage instances of reported absences and recommend any optimisation required

  • Other duties or projects as required by management


  • Passion for customer service

  • Excellent verbal and written communication skills

  • Excellent organisational and time management skills

  • First-rate attention to detail

  • Self-motivated and results oriented

  • Demonstrable problem solving skills

  • Self-motivated and able to work as part of a busy team

  • Strong all-round understanding of MS Office applications, especially Excel


  • Contact centre management and/or Resource Planning experience

  • Understanding of and experience with Workforce Management software, ideally Alvaria/Aspect WFM

  • Knowledge of poker, casino and sportsbook workflow patterns

  • Educational background in related fields

  • In-depth knowledge of multi-channel contact centre support

  • Previous experience with data analysis

  • Ability to effectively learn and master new systems and technologies.

What’s in it for you?

Our experience-based salaries are competitive. 

Your package will include:

  • 30 days paid leave

  • Health and Dental Insurance for you, your partner and your children (if you all live at the same address)

  • Personal life insurance and disability coverage

  • A personal interest allowance to let you learn something new or pursue a hobby

  • External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

  • Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us

  • 26 weeks primary carer leave, and 4 weeks of secondary carer leave

  • A sports’ card membership is valid across the country

  • Discounts as a compliment from us among different services

  • Monthly lunch and travel allowance

  • Free snacks, fruits, and drinks in the office.


PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.


We will aim to respond to you as soon as possible. If you’re the right fit for the role, you will be invited to a phone/zoom interview.

Find your passion with PokerStars

Real Time Analyst - 12month

  • Sofia, Bulgaria / Saint Julian's, Malta
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