Tamara
Real-Time Analyst (RTA)
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job overview
Date posted
28/11/2025
Location
Riyadh, Saudi Arabia
Salary
Undisclosed
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
12/01/2026
Job description
Monitors and manages real-time performance across voice, chat, and email channels to maintain service levels, optimize staffing, and ensure smooth daily operations. Executes intraday schedule adjustments, tracks adherence, manages risks, and provides timely reporting to stakeholders. Acts as a critical link between WFM, Operations, and Support teams to ensure customer experience targets are met.
Required skills
real-time monitoring
workforce management
queue management
service level management
intraday scheduling
schedule adherence tracking
incident management
outage routing
contact center operations
call center metrics
analytical reporting
Excel/Google Sheets proficiency
BI reporting
stakeholder communication
risk escalation
multitasking
problem solving
decision making under pressure
omnichannel operations
Key responsibilities
- Monitor real-time queue performance across phone, chat, and email channels
- Identify service level risks and escalate deviations from forecast immediately
- Execute intraday adjustments such as re-skilling, break changes, and rescheduling
- Communicate live updates, alerts, and performance risks to operations and team leaders
- Generate hourly, intraday, and daily performance reports for key stakeholders
- Track attendance, adherence, shrinkage, and related operational KPIs
- Support incident and outage management with appropriate routing and resource allocation
- Use WFM tools such as Calabrio, NICE, or Verint to manage real-time actions
- Coordinate with WFM planners to ensure intraday alignment with staffing plans
- Recommend process and efficiency improvements for real-time management
Experience & skills
- Minimum 1 year of experience as a Real-Time Analyst or in a WFM role
- Strong understanding of call center metrics including AHT, ASA, SL, Occupancy, and Adherence
- Excellent analytical and communication skills
- Ability to make fast, data-driven decisions under pressure
- Proficiency in Excel or Google Sheets; experience with reporting/BI tools is a plus
