Real-Time Analyst (RTA)

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

Monitor real-time performance across phone, chat, and email channels in the Workforce Management team, ensuring schedule adherence and SLA compliance. Identify and escalate service-level risks, make intraday staffing adjustments, and provide hourly, intraday, and daily performance reporting. Use WFM tools (e.g., Calabrio, NICE, Verint) to execute actions, coordinate with WFM Planners and Operations, and support incident/outage routing and resource allocation.

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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 across phone, chat, and email channels in the Workforce Management team, ensuring schedule adherence and SLA compliance. Identify and escalate service-level risks, make intraday staffing adjustments, and provide hourly, intraday, and daily performance reporting. Use WFM tools (e.g., Calabrio, NICE, Verint) to execute actions, coordinate with WFM Planners and Operations, and support incident/outage routing and resource allocation.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Monitor real-time performance and queue health across voice, chat, and email channels.
  • •Identify and escalate service level risks and deviations from forecast 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 key stakeholders.
  • •Support incident and outage management, ensuring 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 including AHT, ASA, SL, Occupancy, and Adherence.
  • •Excellent analytical, communication, and multitasking skills.
  • •Proficient in Excel / Google Sheets; experience with reporting or BI tools is a plus.
  • •Ability to work under pressure and make fast, data-driven decisions in dynamic environments.
Experience:1+ years
Skills:Analytical skillsCommunication skillsMultitaskingStakeholder managementFast decision-making
Languages:English
Tech Stack:ExcelGoogle SheetsCalabrioNICEVerint

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