Data-Driven Operations Specialist
6 days ago
Bullfinch Recruitment is seeking a skilled Data-Driven Operations Specialist to join our team. As a key member of our Client Delivery function, you will be responsible for ensuring the smooth operation of our live chat services.
The ideal candidate will have at least 1 year of experience in the iGaming, social casino, or gaming industry and possess strong analytical skills. They will also have expertise in WFM tools for scheduling and analysis, as well as proficiency in Excel/Google Sheets for data tracking and reporting.
Key Responsibilities
Real-Time Monitoring- Monitor live chat volumes, agent availability, and queue status in real-time.
- Adjust schedules or reassign agents to different chat queues as needed to maintain service level targets.
- Ensure optimal coverage throughout the day by aligning real-time data with scheduled staffing.
- Communicate staffing concerns (e.g., break schedules, unexpected absences) and propose immediate solutions.
- Track and record KPIs (e.g., average wait time, average handle time, service level) for live chat.
- Provide hourly and end-of-day reports to highlight trends, issues, and improvements.
- Utilize specialized WFM tools for schedule management and real-time monitoring.
- Navigate within Zendesk to track agent status and chat volumes, staying informed of ongoing customer interactions.
- Respond swiftly to spikes in chat volume, system outages, or agent unavailability.
- Coordinate with IT or Product teams if technical difficulties arise, ensuring minimal disruption to service.
- Proactively analyze trends to predict future chat volume and staffing requirements.
- Recommend adjustments to scheduling, staffing, or processes to optimize performance and enhance customer satisfaction.
- Provide timely updates and real-time feedback to Team Leads, Supervisors, and leadership.
- Keep all stakeholders informed of any operational changes, performance issues, or opportunities for efficiency gains.
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