The company is the leading fintech platform in Saudi Arabia and the wider GCC region, on a mission to create the most customer-centric financial super-app. The company serves millions of users in the region and partners with both global and regional brands, including SHEIN, Jarir, noon, IKEA, and Amazon.
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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 be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will be crucial in delivering an excellent customer experience and maintaining smooth day-to-day operations. This role is based onsite in our Riyadh office.
Your Responsibilities:
- Monitor real-time performance and queue health across all channels (voice, chat, and email).
- Identify and escalate service level risks and any deviations from forecasts in a timely manner.
- Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
- Communicate effectively with team leaders and operations about any updates, alerts, or risks.
- 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 by ensuring appropriate routing and resource allocation.
- Use WFM tools and platforms (e.g., Calabrio, NICE, Verint, or similar) for executing real-time actions.
- Collaborate closely with WFM Planners and Operations to align on intraday execution.
- Provide recommendations for continuous improvement in real-time management processes.
Your Expertise:
- Minimum 1 year of 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 achieve results in high-pressure settings.
- Strong stakeholder management and collaboration skills.
