Real Time Analyst

ABOUT FLUTTER ENTERTAINMENT

Flutter Entertainment is the world’s largest sports betting and iGaming operator with 13.9 million Average Monthly Players worldwide and an annual revenue of $14Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.

Flutter Entertainment is listed on both the New York Stock Exchange (NYSE) and the London Stock Exchange (LSE). In 2024, we were recognized in TIME’s 100 Most Influential Companies under the 'Pioneers' category—a testament to our innovation and impact. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector. Together, we are Changing the Game.

Working at Flutter is a chance to work with a growing portfolio of brands across a range of opportunities. We will support you every step of the way to help you grow. Just like our brands, we ensure our people have everything they need to succeed.

FLUTTER ENTERTAINMENT INDIA

Our Hyderabad office, located in one of India’s premier technology parks is the Global Capability Center for Flutter Entertainment. A center of expertise and innovation, this hub is now home to over 900+ talented colleagues working across Customer Service Operations, Data and Technology, Finance Operations, HR Operations, Procurement Operations, and other key enabling functions.

We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. With the scale of a leader and the mindset of a challenger, we’re dedicated to creating a brighter future for our customers, colleagues, and communities.

OVERVIEW OF THE ROLE

The Real Time team are responsible for real time and intraday management of resources to ensure the correct number of agents are in the right place at the right time. You will monitor agent adherence and incoming volumes using Verint WFM and CS applications. You will also report on Intraday business highlights and performance issues, gaps or technical issues that will have an impact on day-to-day business performance.

KEY RESPONSIBILITES

Real-time management across multiple queues and multiple channels within the business.
Using Verint, Liveperson, AWS Connect and other real-time software to monitor agent schedule adherence and contact volumes.
Take appropriate action to ensure mitigation of all risks to service level achievement.
Analyse intraday performance and provide recommendations to the team on strengthening these results.
Identifying potential gaps in scheduled coverage and presenting recommendations to the Team
Coordinating optimal intraday scheduling of meetings, training and other off-line activity for staff.
Optimizing breaks times and reallocating resources to extract the best possible result against the KPIs of the business.
Working with management to schedule off queue time including but not limited to meetings, training coaching’s, etc.
Approving real time holiday requests in line with business volumes.
Provide standard reporting to the team throughout the day/week using Looker, Verint and Excel.
Manage scheduled activity in the call centre to ensure appropriate coverage is scheduled to achieve the optimal service level touch points
Informing management of call center performance and activity throughout the day.
Ensure data integrity within WFM system
Uploading Tactical Messages on both PP and BF Help Centres and on SnapComms for agents to mitigate high volumes when there are internal/external issues driving contacts.

TO EXCEL IN THIS ROLE, YOU WILL NEED TO HAVE

Familiarity with WFM methodology and WFM systems preferably Verint WFM
1 years’ experience working in a real-time or queue management role essential.
Minimum 2 years’ experience working in a call centre environment
Exercises independent judgment and discretion in matters of significance.
Wins as a team - make big things happen by working together and being open to new insights.
Effectively prioritize multiple demands.
Excellent communication skills (verbal, written, and listening).
Excellent organizational skills, detail oriented.
Strong analytical problem identification and problem-solving skills
Is an active part of transformation - a way of working that brings more employee engagement - by joining huddles, creating focus groups, and helping us elevate opportunities to do better for our members and agents.
Pushes for results and drives growth.
Possesses exceptional organization and time management skills.
Demonstrates excellent interpersonal communication skills, positive attitude, good judgment, and strong work ethic.

BENEFITS WE OFFER

Access to Learnerbly, Udemy, and a Self-Development Fund for upskilling.
Career growth through Internal Mobility Programs.
Comprehensive Health Insurance for you and dependents.
Well-Being Fund and 24/7 Assistance Program for holistic wellness.
Hybrid Model: 2 office days/week with flexible leave policies, including maternity, paternity, and sabbaticals.
Free Meals, Cab Allowance, and a Home Office Setup Allowance.
Employer PF Contribution, gratuity, Personal Accident & Life Insurance.
Sharesave Plan to purchase discounted company shares.
Volunteering Leave and Team Events to build connections.
Recognition through the Kudos Platform and Referral Rewards.

WHY CHOOSE US

Flutter is an equal-opportunity employer and values the unique perspectives and experiences that everyone brings. Our message to colleagues and stakeholders is clear: everyone is welcome, and every voice matters. We have ambitious growth plans and goals for the future. Here's an opportunity for you to play a pivotal role in shaping the future of Flutter Entertainment India