Vacancy Type:
23 (Entain)
About The Role

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.

The role in a nutshell:

This high-level customer service function is responsible for business intelligence/reporting or in other words the provision of high-quality management information to support forecasting and planning activities, performance and service level management, business development and decision making. A vital part of the role is the alignment of reporting-related tool requirements, data structure development and load processes with the respective tech teams.

What we need from you:
  • Drive the optimization of CS reporting landscape through specification and implementation of data requirements and report development / enhancement.
  • Maintain up-to-date and detailed documentation of current reporting landscape (specifications, definitions, known issues / incompatibilities, SQL queries, etc.).
  • Validate CS data and resolve data quality incidents in collaboration with internal and external stakeholders.
  • Prepare and deliver daily / weekly / monthly departmental performance reports, executive summaries, and analyses to internal and external stakeholders.
  • Deliver ad-hoc reports and analysis to internal / external stakeholders in order to support business decision making.
  • Participate in CS projects and ventures to ensure project-related data needs are identified and met.
  • Maintain up-to-date documentation on current reporting processes (timelines, distribution lists, etc.)
  • Share team responsibility for administration and business ownership of CS workforce management and activity tracking applications.


  • Degree (university or similar) in a related field
  • Professional experience in performance and KPI reporting within a contact center environment. A solid understanding of contact center metrics.
  • Ability to match reporting requests to available data (understand what data supports the business requirement)
  • Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio 2012
  • Advanced knowledge and experience in MS Excel
  • Experience in data validation and investigation of data discrepancies
  • Knowledge and experience in data analysis / business intelligence
  • Some knowledge and experience of database structures, ETL processes, and data requirement engineering /specification.
  • Excellent verbal and written English, strong communication skills.
  • Ability to translate business needs into data requirements. 
  • Collaborative nature, ability to work both independently and as part of a team.
  • A strong sense of initiative, willingness to lead and drive tasks to completion.
  • Ability to understand and basic knowledge of how to document business processes and the connection to data collection points.
  • Ability to work in a fast-changing environment and a flexible mind set.
  • A problem-solver character.


  • Experience in working with MicroStrategy
  • Previous experience in the online gaming industry

What we offer:
  • Competitive remuneration package;
  • 25 days annual leave ( for Sofia location)
  • Social benefits: personal health insurance, dental allowance, sport activities, food vouchers;
  • Opportunity to join a team of great professionals;
  • Dynamic and friendly work environment;
  • Team building activities.
Ready to get involved?
Bring your energy to Entain and you’ll be in the mix from the start.
For the good of entertainment.
Apply now! 
About The Company

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.