Real-Time Analyst (RTA)

Tamara UAE
Riyadh
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 1+ yearsSkills: ["Analytical skills","Communication","Multitasking","Stakeholder management","Fast decision-making"]

Monitor real-time performance and queue health across phone, chat, and email channels to protect SLAs. Make intraday adjustments to optimize schedule adherence, resource usage, and routing during disruptions. Produce hourly, intraday, and daily performance reports, tracking KPIs like adherence, attendance, and shrinkage. Use WFM tools (e.g., Calabrio, NICE, Verint) and collaborate with WFM planners and operations to drive continuous improvement while managing incidents and outages.

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FursaFursa
Tamara UAE
Tamara UAE
1 day ago

Real-Time Analyst (RTA)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Monitor real-time performance and queue health across phone, chat, and email channels to protect SLAs. Make intraday adjustments to optimize schedule adherence, resource usage, and routing during disruptions. Produce hourly, intraday, and daily performance reports, tracking KPIs like adherence, attendance, and shrinkage. Use WFM tools (e.g., Calabrio, NICE, Verint) and collaborate with WFM planners and operations to drive continuous improvement while managing incidents and outages.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Entry level

Key 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 (e.g., breaks, skilling, rescheduling) to optimize resource usage.
  • •Generate and share hourly, intraday, and daily performance reports with stakeholders.
  • •Use WFM tools to execute real-time actions and support incident/outage management with appropriate routing and resource allocation.

Key Requirements

  • •Minimum 1 year of experience in a Real-Time Analyst or similar WFM position.
  • •Strong knowledge of call center metrics such as AHT, ASA, SL, Occupancy, and Adherence.
  • •Proficient in Excel / Google Sheets, with experience in reporting or BI tools a plus.
  • •Ability to work under pressure and make fast, data-driven decisions in dynamic environments.
  • •Effective communication and multitasking skills to coordinate with team leaders and operations.
Experience:1+ yearsWorkforce managementCall centerCustomer support
Skills:Analytical skillsCommunicationMultitaskingStakeholder managementFast decision-making
Languages:English
Tech Stack:ExcelGoogle SheetsCalabrioNICEVerintWFM tools

Company Brief

Tamara UAE
Provides buy now, pay later and consumer financing services for shoppers and merchants across the Middle East. The platform lets customers split purchases into installments while helping businesses increase conversion and average order value.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Riyadh, Saudi Arabia
Founded: 2020
WebsiteLinkedIn