Entain India is the engineering and delivery powerhouse for Entain, one of the world's leading global sports and gaming groups. Established in Hyderabad in 2001, we've grown from a small tech hub into a dynamic force, delivering cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide.
Our focus on quality at scale drives us to create innovative technology that supports Entain's mission to lead the change in global sports and gaming sector. At Entain India, we make the impossible possible, together.
The Real Time Analyst is responsible for the execution of intraday service performance management across a 24/7 global Contact Centre operation.
Reporting to the Real Time Manager, the role focuses on monitoring real-time demand, staffing, adherence, and service levels, and executing intraday actions to protect SLAs across multiple channels, sites, and outsourced partners.
The Real Time Analyst acts as the operational control point for intraday service delivery,
working in close partnership with Operations and SD Team Managers, who retain ownership of people management and agent performance
Qualifications:
- Essential Skills & Experience
- Experience in a Real Time / Intraday / WFM Analyst role within a contact centre environment.
- Strong understanding of intraday service management, adherence, and SLA protection.
- Experience working in a multi-channel contact centre (voice, chat, messaging).
- Working knowledge of enterprise WFM tools and real-time dashboards (e.g. NICE WFM / IEX or equivalent).
- Strong analytical skills with the ability to interpret and act on real-time data quickly.
- Confident decision execution under pressure, with a calm and structured approach.
- Transparent, concise communication skills when working with operational stakeholders.
- High attention to detail and strong organisational skills.
- Ability to work effectively in a fast-paced, always-on (24/7) environm
📌 Real Time Analyst (Hyderabad)
🏢 Entain India
📍 Hyderabad
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