RTA Agent

About Patrianna

Patrianna is a fast-growing product development company headquartered in Gibraltar, with a globally distributed team delivering cutting-edge solutions in the social gaming space. We're on a mission to create seamless, engaging, and scalable gaming experiences for millions of players around the world.

As we grow, we're building out a world-class operational engine and we're looking for talented professionals across CRM, fraud & risk, payments, marketing, and player support who thrive in a fast-paced, high-growth environment.

We believe in smart execution, continuous improvement, and cross-functional collaboration. Our operational teams are hands-on, data-driven, and empowered to move quickly, making real impact from day one. If you're ambitious, solution-oriented, and passionate about optimizing processes and performance, you'll feel right at home here.

Main Areas of Responsibility

Real-Time Performance Monitoring & Intraday Action:
Monitor Intraday Performance:
Proactively monitor real-time contact centre performance across all channels (tickets, chats, tasks) using workforce management and customer support platforms to ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.

Execute Intraday Adjustments:
Perform real-time adjustments to agent schedules, skills, and queues within workforce management tools as directed by the Workforce Manager or established protocols to optimize staffing levels, mitigate emerging issues (e.g., unexpected volume spikes, agent absences), and maximize efficiency.

Identify & Escalate Issues:
Promptly identify and escalate real-time operational issues, such as significant queue backlogs, system outages, or critical staffing gaps, to the Workforce Manager.

Monitor Occupancy & Adherence:
Continuously monitor agent occupancy, adherence to schedule, and utilization within workforce management tools, reporting deviations and suggesting improvements to the Workforce Manager.

Data Analysis & Reporting:
SLA & KPI Adherence Monitoring:
Actively track and report on real-time SLA and KPI adherence using workforce management and customer support systems, identifying deviations and reporting them for prompt action.

Initial Trend Analysis:
Conduct real-time and initial post-mortem trend analysis using available performance data to identify potential bottlenecks, inefficiencies, or emerging patterns that impact performance.

Generate Performance Reports:
Create and distribute real-time and daily performance reports from workforce management data, highlighting operational trends and key metrics as required.

Process Support & Collaboration:
Support Workforce Optimization:
Assist the Workforce Manager in optimizing intraday scheduling by providing real-time data and observations from workforce management tools.

Suggest Short-Term Staffing Adjustments:
Proactively identify and recommend immediate staffing adjustments based on real-time demand fluctuations, leveraging insights from workforce management data.

Contribute to Process Improvement:
Identify and suggest opportunities to streamline and improve real-time workforce management processes, particularly those involving workforce management system functionality.

Operational Communication:
Maintain clear and concise communication regarding real-time performance and operational status with relevant internal teams and stakeholders.

Daily Real-Time Performance Review:

• Participate in daily huddles to review the previous day's performance, identify key challenges, and plan intraday strategies for the current day.
• Monitor intraday support demand trends and implement pre-approved adjustments to current day's staffing based on guidance.
• Report on real-time overstaffing/understaffing risks as they emerge.

Real-Time SLA & KPI Monitoring & Reporting:

• Generate and distribute daily real-time SLA and KPI dashboards from workforce management systems.
• Contribute to weekly reports on real-time SLA adherence, agent efficiency, occupancy, adherence, and workload trends by providing data from workforce management tools.

Intraday Staffing Adjustments (Current Week):

• Monitor actual contact volumes against forecasts in real-time within workforce management systems.
• Execute real-time adjustments to current day's headcount deployment and skill assignments within these tools as directed or per established protocols.

Workforce Management Tools Usage & Insights:

• Assess the accuracy of data in workforce management tools regarding schedules, user profiles, queues, and reports.
• Document and communicate any inefficiencies observed in current intraday processes (e.g., shift adjustments, agent allocation, queue management).

Operational Coordination Support:

• Provide real-time performance updates to Team Leaders and operations staff as needed.
• Support real-time staffing adjustments for product launches, promotions, or expected traffic surges by actively monitoring impacts in workforce management tools.

Agent Performance Monitoring:

• Identify agents consistently impacting real-time KPIs (e.g., high Average Handle Time (AHT), low occupancy) based on workforce management data.
• Report these observations to the Workforce Manager or relevant Team Leaders with supporting real-time data.