Real Time Analyst

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Who We Are We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s 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. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who We’re Looking For We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. Every day is action-packed, and we expect you to bring your A‑game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Why we need you We’re 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. Real Time Analyst – Your Role As a Real Time Analyst you’ll support the delivery of a high‑quality service within the contact centre, covering monitoring, analysing 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 You’ll Be Doing The role includes the following responsibilities: 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 optimise 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 You’ll Bring To The Table 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 You’ve Got Up Your Sleeve 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 You’ll Get Back We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes: We’re dedicated to your super‑growth. 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 won’t 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 Be part of that Superclass feeling At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 18 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group. It’s 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 This position requires trust and honesty; it has access to customers’ financial details – therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful. Referrals increase your chances of interviewing at DigiOutsource by 2x. Location: Cape Town, Western Cape, South Africa. The perfect place to work, play and grow #J-18808-Ljbffr