Time Analyst

Overview

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At Digi Outsource, 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.

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Digi Outsource, 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. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

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.

As part of your role, your responsibilities will include:

• 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.

• 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.

• 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.

• Operate and optimize 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.

The necessary skills that we require for this role include:

• 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

It would be great if you also have some of the following skills:

• 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…