Real-Time Analyst

Overview

Real Time Monitoring & Management

• Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval level trends in real time.
• Adjust skilling, routing, and agent allocations to ensure service level targets are met.
• Escalate risks to Operations and WFM leadership when thresholds deviate from plan.
• Track late logins, absences, and out of adherence behaviors; follow escalation protocols.

Intraday Optimization

• Recommend intraday staffing changes (pull outs/pull ins, overtime, VTO, break/lunch calibration).
• Manage intraday activities such as meetings, coaching sessions, training, and offline activities.
• Coordinate with Team Leaders to minimize service-impacting schedule variances.
• Monitor real-time productivity indicators and drive corrective action in partnership with Operations.

Reporting & Analytics

• ublish hourly, mid-day, and end of day performance reports.
• Provide insights into trends impacting service level, occupancy, shrinkage, and forecast accuracy.
• Maintain real time dashboards and performance trackers.
• Support WFM with data validation and post shift variance analysis.

Systems & Tools

• Operate WFM systems (Genesys Cloud / NICE / Verint / other platforms).
• Ensure accuracy of queue routing, skilling changes, schedule adjustments, and intraday updates.
• Troubleshoot system-related issues and escalate to WFM/IT when required.

Education and Qualifications

• Bachelor’s degree in business, Operations, Statistics, or related field (preferred).
• 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 analytical and problem-solving skills with the ability to make rapid operational decisions.

Skills & Competencies

• Excellent understanding of contact center metrics (AHT, SL, ASA, Occupancy, Shrinkage, etc.).
• Strong command of Excel/Sheets and real time reporting tools.
• High attention to detail and ability to work under pressure in a fast-paced environment.
• Strong communication skills to collaborate with Team Leaders and Operations.
• Ability to multitask and manage high-volume, real-time situations.
• Proactive, logical decision makers with strong follow through skills.

Knowledge, Languages and Skills

• Strong understanding of contact‑center operations, KPIs (CSAT, QA, FCR, SL/AL), and performance enablers.

• English: Fluent (required)

• Arabic: Advantageous
• High proficiency in MS Office and digital collaboration tools.