Betway Africa Real-Time Analyst

Who We Are

Betway Africa, part of the NYSE-listed Super Group, is a leading digital gaming company operating some of the world’s top Sports and iGaming brands. Since 1999, we have grown into a team of 300+ talented professionals specialising in marketing, customer service, and technology.

Who We’re Looking For

We are seeking passionate, driven individuals to join our dynamic team. As a Real Time Analyst, you will monitor, analyse, and manage contact centre performance to ensure optimal service levels and host efficiency, enabling world-class customer experiences.

Why We Need You

Your skills and superdrive will help us deliver exceptional customer experiences. By supporting real-time operations, you will help Betway Africa maintain its competitive edge in the iGaming industry.

Key Responsibilities

Real-Time Monitoring & Performance Management

• Monitor intraday contact centre performance (calls, chats, emails) using Workforce Management (WFM) tools.
• Track key metrics including adherence, occupancy, service levels, ASA, and queue volumes.
• Take corrective actions such as reassigning hosts, escalating issues, or adjusting breaks to maintain service levels.

Communication & Coordination

• Act as the primary point of contact for real-time updates and escalations during live operations.
• Coordinate with Team Managers on host availability, shrinkage, and adherence.
• Communicate intraday changes, system outages, or critical incidents to stakeholders.

Reporting & Analytics

• Provide real-time dashboards, status reports, and end-of-day performance summaries.
• Identify trends affecting service levels and recommend improvements.
• Support analysis of peak traffic, promotions, and product launches.

Tools & Systems Management

• Operate and optimise WFM systems.
• Monitor and troubleshoot telephony and chat routing systems in collaboration with IT.
• Assist with schedule adjustments and shift management.

Essential Skills & Experience

• Minimum 2 years’ experience in a contact centre environment.
• Experience with regulatory requirements and responsible gambling policies.
• Proficiency in Microsoft Excel and data visualisation/reporting tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to multitask and work under pressure in a dynamic environment.
• Willingness to work rotating shifts, including evenings, weekends, and public holidays.

Desirable Skills

• Knowledge of sports betting markets, odds calculation, and market trends.
• Experience in online gaming or casino industry with understanding of player behaviour.
• Familiarity with gambling regulations and compliance requirements.
• Experience developing customer retention strategies.

Our Values

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

Benefits

• Comprehensive learning and development programmes.
• Innovative performance management and feedback tools.
• Employee assistance programme for personal and family support.
• Diverse, inclusive, and supportive work environment across 16 countries.

Who Should Apply?

This role is ideal for individuals who are proactive, analytical, and thrive in fast-paced, high-pressure environments. Suitable candidates include:

• Professionals with at least 2 years of experience in a contact centre environment.
• Individuals experienced in monitoring and managing real-time performance metrics.
• Those with strong analytical, reporting, and problem-solving skills.
• People comfortable working rotating shifts, including evenings, weekends, and public holidays.
• Candidates with knowledge of regulatory requirements, responsible gambling policies, and experience with Microsoft Excel and reporting tools.
• Individuals looking to grow their career in the iGaming or digital customer service industry.

How to Apply

Interested candidates should submit their applications through the official Betway Africa careers portal or as directed in the job posting. Ensure you include the following:

• An updated CV highlighting relevant contact centre and real-time monitoring experience.
• Evidence of qualifications, certifications, and any relevant industry experience.
• A cover letter outlining your suitability for the role and motivation to join Betway Africa.

Applications are reviewed on a rolling basis, and candidates will be contacted if selected for the next stage. If you do not hear from us within 2 weeks of applying, please consider your application unsuccessful.

Important Notices

This role requires trust and honesty as it involves access to customer financial details. Credit and criminal record checks, as well as qualification verifications, will be conducted confidentially. By applying, you consent to these checks.

🕒 Posted: 0000-00-00 00:00:00