Real-time Analyst

Miral Group
United Arab Emirates
Full timeFunction: Administration & Executive AssistanceExperience: 1-3 yearsEducation: bachelorsSkills: ["Analytical skills","Problem-solving","Communication","Attention to detail","Multitasking"]

Monitor and optimize intraday performance across the contact center to ensure service level achievement and operational efficiency. Use real-time insights to manage staffing fluctuations through queue, routing, skilling, and agent allocation adjustments. Track SLA, AHT, shrinkage, and adherence, publish daily and hourly performance reports, maintain dashboards, and coordinate escalations with Operations and WFM leadership.

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FursaFursa
Miral Group
Miral Group
2 days ago

Real-time Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Monitor and optimize intraday performance across the contact center to ensure service level achievement and operational efficiency. Use real-time insights to manage staffing fluctuations through queue, routing, skilling, and agent allocation adjustments. Track SLA, AHT, shrinkage, and adherence, publish daily and hourly performance reports, maintain dashboards, and coordinate escalations with Operations and WFM leadership.
Location: United Arab Emirates
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval-level trends in real time.
  • •Adjust skilling, routing, and agent allocations to meet service level targets and improve workforce utilization.
  • •Escalate risks to Operations and WFM leadership when thresholds deviate from plan and follow escalation protocols for adherence issues.
  • •Recommend intraday staffing changes (pull outs/pull ins, overtime, VTO, and break/lunch calibration) and coordinate with Team Leaders to reduce schedule variances.
  • •Maintain real-time dashboards and publish hourly, mid-day, and end-of-day performance reports; support WFM with data validation and post-shift variance analysis.

Key Requirements

  • •1–3 years of experience in Workforce Management or real-time monitoring within a contact center.
  • •Experience using WFM tools such as Genesys Cloud, Verint, NICE IEX, or equivalent.
  • •Strong understanding of contact center metrics including AHT, SL, ASA, occupancy, and shrinkage.
  • •Strong analytical and problem-solving skills with the ability to make rapid operational decisions.
  • •Excellent command of Excel/Sheets and real-time reporting tools.
Experience:1-3 yearsWorkforce managementReal-time monitoringContact center
Education:Bachelor's in business, Operations, Statistics, or related field
Skills:Analytical skillsProblem-solvingCommunicationAttention to detailMultitasking
Tech Stack:Genesys CloudNICE IEXVerintExcelSheets

Company Brief

Miral Group
Develops and operates destination attractions and leisure experiences in Abu Dhabi, including theme parks, entertainment venues, hotels, and real estate on Yas Island and other major tourism projects.
Industry: Theme Parks & Attractions
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2010
WebsiteLinkedIn