Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

• This position requires an ambitious, highly driven and committed member who understands the trends, data, and KPIs of contact centers.

• He/She will be responsible for managing the data & reports repository and in analyzing the overall health of the  business.

What you'll be getting up to: 

• KPI and Trend Analysis - 40%

• Reports and Dashboard Creation - 40%

• SQL and coding - 10%

• Ad-hoc - 10%

• Extract and transform the raw data from different reporting platforms.

• Update and disseminate the daily KPI performance reports and analysis.

• Creates recurring and ad hoc dashboards, reports, and templates.

• Write SQL queries for data retrieval and manipulation. 

• Organize raw data for system issues reported to Operations.

• Responsible for reporting and monitoring transaction volume in interval, daily, monthly and yearly basis for all sites.

• Investigate, analyze and document the volume spikes, contact drivers, and other business requirement documents requested by the stakeholders.

• Acts as a representative of the CS Analytics team on meetings concerning reports and analytics.

• Perform other CSA related duties assigned by superiors.

Requirements:

• Ability to communicate effectively with stakeholders across different territories to relay real time changes in agent profiles and schedules..

• Ability to gain agreement with stakeholders for real time action plans on queue traffic and agent performance.

• Ability to be creative in communicating and adapting to diverse cultures and personalities

• Ability to help others communicate their requirements clearly

• Independent judgment and knowledge in managing and monitoring the day-to-day status of the CS KPIs.

• Preferably college graduates with at least 1 year experience in Data Analysis and Reports.

• Advance knowledge in MS Excel or Gsheet formula.

• Advance knowledge in Microsoft applications or Gsuite.

• Intermediate knowledge in running SQL to view tables.

• Intermediate knowledge in coding custom formulas for dashboards.

• Strong English written and communication skills

• Knowledge of contact center metrics and environment is a must

• Experience in Looker Studio, Tableau, Google Cloud Platform is a plus

• Display excellent communication, problem solving and people skills.

• Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.

• Supportive of company goals and objectives, deliver departmental/team results and key objectives.

• Display willingness to learn/fast learner

**Applications in English only please

Diversity & Inclusion

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.