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Real Time Analyst

Betclic Group
Full-time
Remote friendly (Tas-Sliema, Malta)
Malta
Customer Support & Experience

WE ARE BETCLIC 🎯
Betclic, European leader in sports betting, is much more than just an online gaming site! Also offering Poker, Horse Racing, and Casino games across various countries and continents, it is an inspiring and forward-thinking company: every day brings new challenges in a modern and dynamic environment. As an influential player in the tech industry, with strong and sustained growth over the years, we believe in innovation through diversity and inclusion and encourage everyone to reach their full potential. With our multicultural team, we provide an optimal, safe and responsible gaming experience, powered by cutting-edge technology.

WHY JOIN US? 🚀
At Betclic, success comes from passionate and committed teams. Here’s why you’ll love working with us:


💡An international and creative environment where every project is an opportunity to innovate

📈Hypergrowth that brings new challenges and development opportunities every day

🏡A healthy work-life balance: flexible remote work and workplace well-being are essential pillars for us

🌟A unique and friendly atmosphere, with 1,300 employees across 5 countries and our headquarters in Bordeaux

Are you passionate about sports and tech? Join us and help shape the future of online gaming!

➡️To learn more about our work environment and events, check our Instagram page: https://www.instagram.com/betclicgroup/

ENTER THE GAME 🎮
As a Real-Time Analyst, you support the day-to-day operations of our Customer Service teams. You will be responsible for creating fair and accurate schedules based on workload forecasts and adapting them in real time to changes in customer demand. You will also track and monitor key Service Level Agreements (SLAs) to ensure we meet our targets while delivering a smooth customer experience.

The role requires an analytical and detail-oriented mindset. You will monitor queue performance, as well as understand and manage the rise and fall of our queue SLA's, and work closely with IT and Customer Service Management to ensure that systems and permissions are working as needed.

YOUR ROLE WITHIN BETCLIC 🔥
In this role, your main missions will be:

  • Adjust intraday forecasts using real-time data and trends
  • Coordinate staffing availability to achieve service level targets
  • Monitor live tools and queues to ensure optimal coverage and staffing
  • Collaborate with IT and CS teams to troubleshoot system access and permissions
  • Analyse real-time data and generate reports to make performance improvement recommendations
  • Take appropriate actions to maximise operational efficiency
  • Facilitate real-time updates and communication with relevant stakeholders
  • Handle schedule exceptions and ad-hoc staffing needs
  • Ensure data accuracy in departmental reports
  • Support additional tasks as required by the Customer Operations Planning Manager

WHO ARE WE LOOKING FOR? 🔍
We are looking for passionate and curious professionals who bring kindness and a touch of enthusiasm!

This job is for you if you have:

  • Proficiency in MS Excel (pivot tables, formulas, charts) and good working knowledge of MS Access
  • Experience in the iGaming industry
  • Previous experience in Customer Service, workforce planning, or operational support roles
  • Strong analytical and problem-solving skills
  • Excellent organisational skills and attention to detail
  • Strong communication skills and the ability to collaborate across departments

WHAT CAN YOU EXPECT? 🎁

🌍Travel & Leisure benefit up to €600 per year

🏋️Fitness benefit up to €30 per month

🍽️Meal allowance

🩺Private health insurance after 6 months of employment

✅Private pension scheme after 6 months of employment

🏠Relocation package

💻Hybrid work arrangement from Malta

✈️Possibility to work remotely from home country for a few weeks per year

📚Constant focus on skills development with a personalised annual training program

📈Career development in an international environment

Indefinite contract, available immediately in Sliema, Malta

📍 Betclic Group - Tagliaferro Business Centre, Level 3, Gaiety Lane, Sliema SLM1551, Malta