Real-Time Analyst (RTA)

📋 Description

• Monitor real-time performance and queue health across all channels (voice, chat, and email).
• Identify and escalate service level risks and deviations from forecast promptly.
• Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resources.
• Communicate updates with team leaders and operations regarding alerts or risks.
• Generate hourly, intraday, and daily performance reports for stakeholders.
• Track schedule adherence, attendance, shrinkage, and related KPIs.

🎯 Requirements

• Minimum 1 year of experience in a Real-Time Analyst or similar WFM role.
• Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
• Excellent analytical, communication, and multitasking skills.
• Proficient in Excel / Google Sheets; BI/Reporting tools a plus.
• Ability to work under pressure and make fast, data-driven decisions.

🎁 Benefits

• On-site in Riyadh, Saudi Arabia.