Business Intelligent Analyst
It’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Job Summary
Superbet is looking for a Business Intelligent Analyst to support operational excellence by providing in-depth reporting and insights into customer service performance. This role will be responsible for monitoring key performance metrics, creating dashboards, and delivering data-driven insights to improve customer service efficiency. The ideal candidate has experience in customer support analytics, dashboard management, and workforce performance tracking.
We're looking for someone with:
- 2+ years of experience in customer service analytics, business intelligence, or workforce management reporting.
- Experience in high-volume, multi-channel customer support environments is a plus.
- Strong proficiency in data visualization tools (Power BI, Tableau, or similar).
- Advanced Excel skills for data manipulation and analysis.
- SQL knowledge is a plus but not mandatory.
- Familiarity with customer service platforms (Zendesk, CRM tools) is preferred.
- Excellent analytical and problem-solving skills with a keen attention to detail.
- Strong communication skills to present insights clearly to non-technical stakeholders.
- Ability to work independently while collaborating with operational teams.
- Intermediate to advanced English proficiency.
- A proactive, results-driven approach with a focus on continuous improvement.
What you'll be doing:
- Develop and maintain dashboards using Power BI, Tableau, or similar tools to monitor customer service performance.
- Track key metrics such as response times, agent productivity, customer satisfaction (CSAT), and service levels.
- Ensure real-time data accuracy and provide timely updates to stakeholders.
- Analyze trends in agent performance, ticket resolution times, and contact volumes.
- Provide detailed reports on customer engagement operations to support workforce planning and process improvements.
- Identify patterns and improvement areas based on historical data.
- Monitor agent adherence, occupancy rates, and efficiency metrics to support workforce management decisions.
- Work closely with team leads to highlight areas where operational adjustments can improve service quality.
- Track the impact of any operational changes on performance over time.
- Work directly with operations teams to ensure alignment between data insights and on-the-ground execution.
- Present findings in a clear and actionable manner to support leadership decision-making.
- Support CS managers with ad-hoc data requests and performance deep-dives.
About Superbet Group
Superbet is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide. Established in 2008, in Romania, the Group operates in over 12 countries, with key markets in Romania, Belgium, Poland, Serbia, and Brazil.
Superbet’s ambitious growth strategy currently focuses on expanding across Europe and Latin America while delivering immersive customer experiences and redefining ways to connect with its audience. Across international markets, the Group’s global expansion strategy is driven by innovation, responsible technology, and a passion for supporting iconic sports clubs and athletes.
Global Recognition and Standards
In 2019, Blackstone Inc., the world’s largest private equity firm, recognized Superbet’s vision and achievements with a strategic minority investment of €175 million. In 2025, the company further strengthened its financial position through a 1.3 billion Euro refinancing agreement, reinforcing its partnerships with Blackstone and certain funds and accounts managed by HPS Investment Partners, paving the way for an accelerated global growth.
As a leader in compliance and best practices, Superbet Group is an active member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).
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