Customer Operations Analyst - 12 month FTC

Objectives of this role

• Participate in regular meetings with manager to identify and assess potential issues
• Contribute to discussions on how to implement improvements for increased efficiency
• Assist with facilitating any dispute resolution between parties
• Deliver data results to key stakeholders when required
• Use own judgement provide quality and support to internal and external stakeholders
• Assist with complex operational tasks in a product or functional area and contribute to analysis and policy interpretation
• Carry out manual processing of updates to accounts, data gathering and compiling
• Deliver correspondent requisites in a timely and accurate manner with an understanding of the underlying business and specific needs.
• When possible, provide product knowledge and technical assistance, escalating when necessary

Responsibilities

• Interpret data using analytics, research methodologies, and statistical techniques
• Assist with the development and implementation of data analysis, serving as liaison between staff and management
• Prepare, analyse, and summarize operational results for use by creating reports, specifications, instructions, presentation and flowcharts
• Setting up and following through larger analytical work streams similar to projects from concept to completion
• Conduct full lifecycle of analytics projects (including pulling, manipulating, and exporting data) from project requirements documentation to design and execution.
• Evaluate key performance indicators, provide ongoing reports, and recommend business plan updates.
• Monitor inquiries and appropriately escalate non-routine or complex issues to the appropriate team member, as needed.
• Participate in internal initiatives designed to improve the customer’s experience.
• Contribute to on-going projects, testing and continuous process improvement
• Support with the preparation of project plans and be involved in all project phrases and organisational tasks

Required skills and qualifications.

• Previous experience in an iGaming operational area such as customer support, Safer Gambling, Fraud etc with a proven interest in data and analytics
• Ideally hold a relevant Bachelor’s degree such as statistics, computer science, mathematics but not essential
• Have a process driven and critical thinking mindset with an interest in solving complex problems, performing reconciliations, and finding ways to improve processes
• Knowledge of SPSS, SAS, Excel beneficial
• Must be able to effectively prioritize and execute tasks in high-pressure environment.
• Have a proven track record of collecting, organizing, and disseminating abundant information accurately.
• Exceptional verbal, written, and visual communication skills.
• Strong communication skills to collaborate with colleagues effectively

This role is ideal for an individual with experience in the iGaming industry looking to take their next step into an analytical area. We are looking for someone with an interest in advancing their technical knowledge specific to derivative and knowledge management tools.