Real Time Analyst (iGaming)

Location: Sliema, Malta; Gibraltar, Gibraltar. Shift-based, 40 hours per week, including weekends. For the Gibraltar office, Spanish residents may work from home 1 day per week and Gibraltar residents 2 days per week.

Company

hirify.global operates betting, gaming, lottery, sports betting, horse-race betting, poker, and casino products across around 15 regulated markets.

What you will do

• Own intraday service-level performance across multiple customer-service channels and make real-time decisions to protect customer experience.
• Monitor queues and platforms simultaneously, identify operational risks, and coordinate staffing responses as conditions change.
• Produce performance reports, analyse data, investigate forecast variances, and recommend improvements to staffing efficiency and forecast accuracy.
• Manage attendance, schedule adherence, schedule changes, sickness reporting, overtime deployment, and late-shift taxi bookings.
• Handle Jira requests and confidential information with accuracy, discretion, and appropriate prioritisation.
• Work with Team Managers, Operations Leads, stakeholders, and agents to align staffing with demand and coordinate off-phone activity.

Requirements

• Experience in a Workforce Management or Real Time Analyst role, ideally in a contact centre environment.
• Strong analytical mindset with the ability to identify patterns and turn data insights into action.
• Ability to manage multiple systems, queues, and priorities simultaneously without losing focus.
• Excellent communication skills and confidence facilitating real-time conversations with stakeholders at all levels.
• Collaborative approach to working with Team Managers, Operations Leads, and agents.
• High integrity and discretion when handling sensitive or confidential information.
• Proactive, solution-first approach focused on continuous improvement.
• Ability to work shifts for 40 hours per week, including weekends.

Nice to have

• Familiarity with workforce management tools such as Peopleware or similar platforms.
• Experience with Jira or other ticketing and request-management systems.
• Understanding of forecasting methodologies and contact-centre metrics including SLA, ASA, AHT, and adherence.

Culture & Benefits

• Fixed-term maternity-cover contract for 9 months.
• Performance-driven environment focused on accountability, continuous improvement, and collective success.
• Learning and development opportunities, social events, and inclusion networks.
• Employee Assistance Programme, private medical insurance, pension, and long-service awards.