About the Job
The company is the leading fintech platform in Saudi Arabia and the wider GCC region, dedicated to helping people achieve their dreams by building the most customer-centric financial super-app. We serve millions of users across the region and collaborate with notable global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, along with various small and medium businesses. As Saudi Arabia’s first fintech unicorn, we're supported by significant investments, including those from Sanabil Investments, SNB Capital, and Checkout.com, among others. Our headquarters are located in Riyadh, complemented by regional and global support offices.
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We are seeking a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team. In this role, you will monitor real-time performance across various service channels (Phone, Chat, and Email) to ensure optimal schedule adherence and meet service level agreements (SLAs). Your quick insights and decision-making will be crucial for maintaining seamless daily operations and delivering excellent customer experiences.
Your Responsibilities
- Monitor real-time performance and queue health across all channels (voice, chat, and email).
- Identify and escalate service level risks and deviations from forecasts in a timely manner.
- Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
- Communicate updates, alerts, or risks effectively with team leaders and operations.
- Generate and share hourly, intraday, and daily performance reports with key stakeholders.
- Track and report on schedule adherence, attendance, shrinkage, and related KPIs.
- Support incident and outage management, ensuring appropriate routing and resource allocation.
- Utilize Workforce Management tools and platforms (e.g., Calabrio, NICE, Verint, or similar) to execute real-time actions.
- Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.
- Provide recommendations for continuous process improvement in real-time management.
Your Expertise
- Minimum of 1 year experience in a Real-Time Analyst or similar Workforce Management position.
- Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
- 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.
Preferred Skills
- Experience managing real-time operations in an omnichannel support environment.
- Familiarity with international teams and multiple time zones.
- Ability to drive performance improvements and deliver results in high-pressure settings.
- Strong stakeholder management and collaboration skills.
