WFM Real Time Analyst

Join Novibet as a Real Time Analyst!

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for customer service and thrive in a fast-paced environment, this could be the right opportunity for you.

Who We Are

Founded in 2010, Novibet is an established GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base.

Why Novibet

At Novibet, you are empowered to excel, prioritising growth through listening and learning as part of a group of forward-thinkers and doers, continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive.

What We are looking for

As a Real Time Analyst at Novibet, you will play a key role in daily Workforce Management operations by monitoring live performance, safeguarding service levels, and supporting intraday decision-making across Greek and English-speaking markets.

The role focuses on real-time operational control, schedule adherence, and queue management.

What you will work on

• Monitor real-time performance across all supported channels.
• Track schedule adherence, breaks, and tasks, intervening where required to protect service levels.
• Execute intraday staffing actions, including activity changes, break re-sequencing, and escalation when sustained risk is identified.
• Maintain detailed intraday logs, handover notes, and shift summaries.
• Support daily performance reviews through accurate documentation and operational feedback.

What you bring

• High School Degree/from an accredited University
• Fluency in English and Greek. Knowledge of extra languages will be an asset
• At least 1 year of experience in a Workforce Management, Real-Time Analyst, or intraday operations role in a contact-centre or multi-channel environment
• Computer literacy
• Hands-on experience with Genesys or similar real-time monitoring platforms is highly desirable
• Excellent communication and interpersonal skills
• Strong analytical mindset with the ability to make fast, data-driven decisions under pressure
• Flexibility to work in a shift-rotation environment
• High attention to detail and strong organizational skills
• Basic reporting or data-entry experience is an advantage

What we offer

We truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here’s how we make that happen:

• Competitive Compensation: Attractive salary and bonus scheme
• ‍⚕Health insurance:  Group health & medical insurance package
• Top-Notch Equipment: All the tools you need for your role
• Career Growth: Focused career development, performance management, and training opportunities
• Inclusive Environment: A welcoming, international, and multicultural team
• Engaging Activities: Exciting events, sports, and team-building activities
• ‍♂On-Site Gym: Free access to our in-house gym to keep you energized

At Novibet we value diversity and are committed to an inclusive and equitable workplace. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, are made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, disability or chronic disease, age, ancestry or place of origin.