Real-Time Analyst
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Key skills for this role
About the Role
Miral Destinations is hiring a Real-Time Analyst to monitor and optimize intraday performance in the contact center, ensuring service level achievement and operational efficiency. The role requires 1-3 years of workforce management experience and proficiency in WFM tools like Genesys Cloud or NICE.
Key Skills for This Role
Responsibilities
- 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
- 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
- Publish hourly, mid day, and end of day performance reports
- Provide insights into trends impacting service level, occupancy, shrinkage, and forecast accuracy
Requirements
- 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
- 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
- Strong communication skills
- Ability to multitask and manage high volume, real time situations
- English: Fluent (required)
Full Job Posting
Role Overview
- The Real Time Analyst (RTA) is responsible for monitoring, managing, and optimizing intraday performance across the Contact center to ensure service level achievement and operational efficiency.
- The role provides real time insights, takes proactive actions to manage staffing fluctuations, and supports operations in maintaining optimal workforce utilization.
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
- Publish 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.
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