Realtime Analyst

Realtime Analyst

Key Responsibilities

• **Real-Time Monitoring:**
• Continuously monitor real-time queues, service levels ($SL$), abandon rates, and agent states to ensure contractual targets are met.
• **Intraday Management:**
• Execute intra-day staffing adjustments, manage agent schedule adherence, and coordinate offline activities (such as training, coaching, and breaks) based on call volume trends.
• **Incident & Escalation Management:**
• Identify and escalate real-time technical glitches, routing issues, or sudden volume spikes to operations and IT stakeholders immediately.
• **Reporting:**
• Generate daily, weekly, and ad-hoc intraday performance reports detailing service level achievements, shrinkage, and adherence discrepancies.
• **Bilingual Communication:**
• Serve as the primary point of contact for real-time adjustments, delivering clear directives in both Arabic and English to operations teams and team leaders.

Requirements & Qualifications

• **Language Proficiency:**
• Native or professional fluency in both

Arabic

English

• (written and verbal) is strictly required.
• **Experience:**
• Minimum of 1–2 years of experience in Workforce Management (WFM) or Real-Time Management within a fast-paced contact center environment.
• **Technical Skills:**
• Proficiency with WFM tools (e.g., IEX, Aspect, Verint, or Genesys) and ACD platforms (e.g., Avaya, Cisco, Amazon Connect).
• **Analytical Skills:**
• Strong numerical agility with the ability to spot trends, interpret data quickly, and make rapid staffing decisions under pressure.
• **Shift Flexibility:**
• Ability to work flexible schedules, including rotational shifts, weekends, and holidays, to support 24/7 contact center operations.

What We Offer

• Competitive salary and benefits package in Dubai.
• A dynamic, multicultural working environment.
• Continuous learning and career progression opportunities within global operations.