Job Description

About Patrianna

Patrianna is a fast-growing product development company headquartered in Gibraltar, with a globally distributed team delivering cutting-edge solutions in the social gaming space. We're on a mission to create seamless, engaging, and scalable gaming experiences for millions of players around the world.


As we grow, we're building out a world-class operational engine and we're looking for talented professionals across CRM, fraud & risk, payments, marketing, and player support who thrive in a fast-paced, high-growth environment.

We believe in smart execution, continuous improvement, and cross-functional collaboration. Our operational teams are hands-on, data-driven, and empowered to move quickly, making real impact from day one. If you're ambitious, solution-oriented, and passionate about optimizing processes and performance, you'll feel right at home here.

Main Areas of Responsibility

Real-Time Performance Monitoring & Intraday Management (Focal Area)

Own and Oversee Intraday Performance:

Proactively monitor real-time contact centre performance using Assembled, ensuring adherence to SLAs, KPIs, and operational targets across all channels (tickets, chats, tasks).

Lead Real-Time Analysis Team:

Directly manage, mentor, and develop a team of Real-Time Analysts (RTAs), ensuring their effective utilization of Assembled for real-time monitoring, queue management, and intraday adjustments.

Intraday Shift & Skill Management:

Oversee operations related to real-time adjustments to agent schedules, skills, and queues within Assembled to optimize staffing levels, mitigate emerging issues (e.g., unexpected volume spikes, agent absences), and maximize efficiency.

Incident Management & Resolution:

Own escalations for real-time operational issues (e.g., system outages, significant queue backlogs) and coordination with relevant teams for rapid resolution.

Occupancy & Adherence Optimization:

Administrate framework for RTA team to continuously monitor agent occupancy, adherence, and utilization in Assembled, implementing strategies to improve efficiency and reduce unproductive time.

Workforce Optimization

Optimize Intraday Scheduling:

Collaborate with Workforce Planner and leverage Assembled to ensure efficient and optimized shift coverage across all departments (CS, Account Verification, Risk & Fraud, Payment Ops) and channels, with a focus on real-time execution.

Short-Term Staffing Adjustments:

Own the framework used by RTAs to proactively identify and recommend immediate staffing adjustments based on real-time demand fluctuations, leveraging insights from Assembled.

Intraday Performance Review:

Conduct regular real-time reviews of performance metrics (AHT, response times, first contact resolution, occupancy, etc.) within Assembled and provide actionable insights to improve intraday efficiency.

SLA & KPI Management & Reporting

Real-Time SLA & KPI Adherence:

Ensure the RTA team is actively monitoring and reporting on real-time SLA and KPI adherence using Assembled, identifying and addressing deviations promptly.

Trend Analysis & Root Cause Identification:

Conduct real-time and post-mortem trend analysis within Assembled to identify bottlenecks, inefficiencies, and root causes of performance deviations.

Performance Reporting & Insights:

Generate and present real-time and daily/weekly performance reports using Assembled data, highlighting operational trends, potential risks, and areas for improvement.

Process Improvement & Automation (Real-Time Focus)

Optimize Intraday Processes:

Continuously identify opportunities to streamline and improve real-time workforce management processes within Assembled (e.g., rapid schedule adjustments, queue management protocols, RTA workflows).

Automation Initiatives:

Collaborate with WFM Systems and IT teams to explore and implement automation solutions for real-time tasks within Assembled (e.g., automated alerts, dynamic routing adjustments).

Cross-Department & Stakeholder Collaboration

Real-Time Operational Alignment:

Collaborate closely with Operations, Customer Support, and other relevant leadership teams to align on real-time performance goals, address intraday challenges, and ensure seamless operational flow.

Feedback Loop for Planning:

Provide critical real-time insights and feedback from Assembled data to Workforce Planning and Forecasting teams to improve future staffing models and strategic planning.

Communication & Escalation:

Act as the primary point of contact for real-time workforce-related queries, escalations, and critical communications from internal teams and leadership.

Team Leadership & Development (Real-Time Analysts)

Performance Management:

Set clear performance expectations for the RTA team, conduct regular 1:1s, provide coaching, and manage their performance in line with real-time operational objectives.

Training & Onboarding:

Develop and deliver training programs for new and existing RTAs on Assembled functionality, real-time analysis techniques, and intraday management best practices.

Skill Development:

Foster a culture of continuous learning and development within the RTA team, encouraging them to expand their skills in data analysis, problem-solving, and Assembled utilization.

Weekly Deliverables

Daily & Weekly Real-Time Performance Review:

Lead daily huddles with the RTA team to review previous day's performance, identify key challenges, and plan intraday strategies.

Conduct a weekly deep dive into real-time performance trends (utilizing Assembled reports), identifying deviations from targets, root causes, and areas for immediate improvement.

Analyse weekly intraday support demand trends and adjust current week's staffing and RTA focus accordingly.

Identify and report on intraday overstaffing/understaffing risks and make immediate recommendations.

Real-Time SLA & KPI Reporting:

Ensure the RTA team generates and distributes daily real-time SLA and KPI dashboards from Assembled.

Present weekly reports on real-time SLA adherence, agent efficiency, occupancy, adherence, and workload trends, drawing key insights from Assembled.

Intraday Forecasting & Staffing Adjustments (Current Week):

Work with RTAs to monitor actual contact volumes against forecasts in real-time.

Direct and execute real-time adjustments to current week's headcount deployment and skill assignments within Assembled based on emerging trends, unexpected events, or internal promotions/campaigns.

Real-Time Process Improvement & Assembled Optimization:

Review current intraday processes (e.g., shift adjustments, agent allocation, queue management) for inefficiencies observed in real-time.

Identify and recommend specific improvements to Assembled usage and configuration to enhance real-time decision-making and operational efficiency.

Cross-Department & Partner Coordination (Real-Time Focus):

Meet regularly with Ops and CS leadership to discuss real-time performance, address immediate operational concerns, and align on intraday strategies.

Provide real-time performance updates and insights to B2B partner teams as required.

Real-Time Support for Product Launches & Promotions:

Proactively engage with relevant teams to understand upcoming product launches, promotions, or expected traffic surges.

Ensure real-time staffing and RTA focus are adjusted within Assembled to mitigate impact and ensure optimal service during these periods.

Agent Performance (Intraday Identification):

Work with RTAs to identify agents consistently impacting real-time KPIs (e.g., high AHT impacting queues, low occupancy) based on Assembled data.

* Escalate such observations to Team Leaders for coaching and development, providing specific real-time data from Assembled.