Role summary
We are seeking a skilled and proactive Real-Time Analyst to join our Workforce Management team. You will monitor real-time performance across all service channels and ensure optimal schedule adherence to meet service level agreements. Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience.
Responsibilities
- Monitor real-time performance and queue health across voice, chat, and email channels
- Identify and escalate service level risks and forecast deviations in a timely manner
- Perform intraday adjustments such as breaks, skilling, and rescheduling to optimize resource usage
- Communicate effectively with team leaders and operations regarding updates, alerts, and risks
- Generate and share hourly, intraday, and daily performance reports with key stakeholders
- Track and report on schedule adherence, attendance, shrinkage, and related KPIs
- Support incident and outage management, ensuring appropriate routing and resource allocation
- Utilize WFM tools and platforms such as Calabrio, NICE, Verint, or similar
- Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution
- Provide recommendations for continuous process improvement in real-time management
Qualifications
- Minimum 1 year of experience in a Real-Time Analyst or similar WFM position
- Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
- Excellent analytical, communication, and multitasking skills
- Proficient in Excel or Google Sheets with BI tools experience being a plus
- Ability to work under pressure and make fast, data-driven decisions in dynamic environments
Experience
1
Skills
- Real-time performance monitoring
- Call center metrics
- Excel
- Google Sheets
- WFM tools (Calabrio, NICE, Verint)
Education · Experience · Type
Requires 1+ yearsOn-site · RiyadhSalary not stated