Command Centre Agent (Real Time Analyst)
Hyderabad, India
Operations – Customer Service /
Full-Time, Permanent /
On-site
Disrupting an industry is an ambitious challenge! DAZN are playing more hours of live sport than any other broadcaster anywhere in the world and we are on a journey to change the game! We are committed to bringing sport to fans in an affordable, accessible, and flexible way. Our Customer Service team is key to DAZN’s success.
Join DAZN as a Command Centre Agent to ensure our centre team delivers a World class experience to all DAZN customers worldwide. You will work in a 247 team to ensure we have the right people in the right place at the right time. You will be integral to the Operations teams to achieve SLAs and schedule adherence, whilst also being the first point of contact in any crisis and integral to identifying, reporting and resolving any issues our CS agents or customers face.
Get in touch with us to find out more!
This role will be based in our brand new Hyderabad office. Join us in India’s beautiful “City of Pearls” and bring your ambition to life. Benefits will include access to DAZN, an annual performance related bonus, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources and access to our internal speaker series and events.
As a Command Centre Agent, you’ll have the opportunity to:
- Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
- Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics
- Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes
- Serve as a contact for Service Level issues and resolution
- Keep current on any changes to the DAZN business to be able to identify patterns and issues and give actionable insight on real time issues
- Provide periodic reports - real time and historical, containing performance data to support operations management
- Manage the call volume, daily attendance and program break schedules
- Respond to Operations requests accurately and in a timely manner
- Maintain a detailed record of activities, actions and impacts.
- Be the central point of command for any incidents, implementing, managing and exiting Crisis Mode with Operations and Incident teams
You’ll be set up for success if you have:
- Business level English (C1)
- Previous work experience in a customer service environment as a Real Time Analyst, or WFM background
- Good understanding of customer service metrics such as Average Handling Time, Average Response Time, First Time Right, etc
- Strong focus on data and insight with the ability to create reports in Excel and forecast results
- Problem solver who’s able to work effectively with large teams
- Teamwork and willingness to adapt to DAZN processes
- Excellent oral and written communication skills
Even better if you have:
- Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team
- Previous experience using Zendesk/Injixo/WFM tools
- An interest in global sports
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
AMBITIOUS – people who want to make a big impact and drive DAZN forward.
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.
PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day.
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.
SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.
