Command Centre Agent (Real Time Analyst)

• Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
• Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics
• Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes
• Serve as a contact for Service Level issues and resolution
• Keep current on any changes to the DAZN business to be able to identify patterns and issues and give actionable insight on real time issues
• Provide periodic reports - real time and historical, containing performance data to support operations management
• Manage the call volume, daily attendance and program break schedules
• Respond to Operations requests accurately and in a timely manner
• Maintain a detailed record of activities, actions and impacts.
• Be the central point of command for any incidents, implementing, managing and exiting Crisis Mode with Operations and Incident teams

You ll be set up for success if you have:

• Business level English (C1)
• Previous work experience in a customer service environment as a Real Time Analyst, or WFM background
• Good understanding of customer service metrics such as Average Handling Time, Average Response Time, First Time Right, etc
• Strong focus on data and insight with the ability to create reports in Excel and forecast results
• Problem solver who s able to work effectively with large teams
• Teamwork and willingness to adapt to DAZN processes
• Excellent oral and written communication skills

Even better if you have:

• Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team
• Previous experience using Zendesk/Injixo/WFM tools
• An interest in global sports