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 Job Requirements
Title Gaming Operations Analyst
Role Gaming Operations Analyst
Category Online Gaming jobs in Spain
Location Gibraltar
Company RecruitGibraltar ,  Vacancies [ - - ] (Posted on Tue 02 September 2014 11:34 am)
Experience 2 to 5 Years
Educational Qualification High School or Equivalent (12th, Intermediate, Jr College)
Skills English spoken & written
Salary - -
Career Level Mid Career (2+ years of experience)
Job Type Permanent
Job Status Full Time
 Gaming Operations Analyst
RecruitGibraltar are currently helping our client who is a market leading egaming company who has a great opportunity for an Operations Analyst to define, plan and deliver a high quality and diverse suite of reporting and analysis to the Customer Operations Department in order to improve efficiencies, cost effectiveness and optimize player value. We need a forecasting and analysis expert that can share key insights and trends with the wider business.

Responsibilities and accountabilities:

? Providing Customer Operations with day to day reports to support ongoing operations and decision making aimed at meeting set objectives as required. This includes (but not limited to):
o Daily performance reporting, building into weekly and periodic reports.
o Ad-hoc reporting on issues arising from day-to-day work and impact.
o Reporting for both Customer Support and Conversion Operations.
o Reporting on operational abnormalities.
? Providing Customer Operations with reports enabling agent and team management and operations functions
? Regular review of KPI performance
? Proactive engagement in the ?plan ? execute ? steer? cycle for the Customer Operations department in order to ensure optimized process and target delivery
? Report on qualitative analysis trends of contact drivers and provide tangible insights with actionable recommendations.
? Develop, maintain and drive policies that will improve reporting capabilities and data capture to lead to excellent customer satisfaction and perfect those policies by working closely with the team.
? Ensure all reports are directly communicated to the Operations management team.
? Work with the Operations Manager and the Operations QA and Training Manager to provide and deliver reports, analysis and insights as required by the business.
? Put in place reporting to support reward and recognition programs keeping retention levels high and absentee levels to a minimum.
? Work with the Project Development Manager and Head of Customer Operations to drive improvement across the department.
? Responsible for providing reporting and analytics for forecasting and budgeting to the Head of Customer Operations.
? Work with the Analytics team under the Head of Analytics? guidance to work according to agreed methodology.
? Work closely with the BI team to ensure reporting tools and systems are maintained and developed to facilitate the reporting needs of the Customer Operations.


? Analytical and inquisitive mind set, capability to interpret data and drive business decisions.
? Experience of problem solving and providing recommendations to business issues.
? Ability to work across functions and locations.
? Ability to present a sound business case and findings as a result of interpreting large amounts of data.
? Ability to manage time efficiently and prioritise workload
? Experience of MS Office suite essential, particularly MS Excel (Advanced) and MS Access
? Knowledge of SQL and VBA ? advantageous.
? Experience within an online gaming support centre ? desirable.
? Very strong communications skills (written, verbal and presentational) ? essential.
? Strong organisational skills and experience of balancing multiple projects at once? essential.
? Understanding of financial reporting (including income statements and balance sheets ? desirable)

Salary 35k - 40k based on experience with an excellent relocation package and private healthcare.

To apply for this position please send cv to
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