Realtime Analyst

🚀 Why Midnite?

Midnite is a next-generation sports betting and gaming platform built for a new wave of players.

We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today.

Over 400,000 players have already made the move,  and we’re only just getting started.

We’re a high-performance team operating at pace. High ownership. Constant iteration. No hiding behind processes. We move quickly, test relentlessly, and turn ambitious ideas into real impact. If you’re driven, creative, and thrive in fast-moving environments where you can shape meaningful outcomes - keep reading.

Not your grandad’s bookie.

👀 The Role

Title: Realtime Analyst

Salary: R21,000

Team: Operations

Location: Century City, Cape Town, South Africa. Hybrid.

As a Realtime Analyst at Midnite, you’ll play a critical role in protecting customer experience and operational performance across a 24/7 environment. You’ll sit at the heart of live operations, monitoring performance in real time, identifying risks before they escalate, and making data-led decisions that directly impact service levels, efficiency, and player satisfaction.

This role is central to ensuring our Customer Operations function scales effectively as we grow. You’ll translate live performance data into actionable decisions, influence stakeholders, and help build a proactive, insight-led WFM function that supports our ambitious growth plans.

You will:

• Monitor real-time performance across multiple contact channels (chat, email, and voice where applicable).
• Manage intraday service levels, identifying risks and implementing corrective actions.
• Conduct root cause analysis on performance variances and communicate findings clearly to stakeholders.
• Own real-time decision-making around staffing adjustments, queue prioritisation, and short-term planning.
• Produce and maintain intraday reporting, variance analysis, and performance dashboards.
• Partner closely with Team Leaders and Operations Managers to optimise productivity and service outcomes.
• Escalate risks proactively and recommend solutions aligned to commercial and customer impact.
• Support continuous improvement initiatives within Workforce Management processes and tooling.
• Contribute to forecasting and scheduling insights where required.

Requirements

The next Midniter:

• Has 2+ years’ experience in Workforce Management (Real-Time, Scheduling, or Planning) within a live operational environment.
• Has worked in a multi-channel contact centre environment (chat and email essential).
• Has experience in a 24/7, high-volume, or highly regulated environment (iGaming, fintech, telecoms, or similar).
• Is confident using WFM platforms such as NICE, Verint, Genesys (or equivalent).
• Has strong analytical and reporting skills (advanced Excel/Google Sheets; comfortable building variance analysis).
• Can conduct intraday analysis and make sound, data-led decisions under pressure.
• Is a structured problem-solver who connects performance data to business impact.
• Communicates clearly and confidently with both operational and senior stakeholders.

Benefits

💰 Winnings

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.