Realtime Analyst
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Key skills for this role
About the Role
TP is hiring a bilingual (Arabic & English) Realtime Analyst to manage intra-day service levels and agent utilization in a contact center. The role involves real-time monitoring, intraday management, incident escalation, and reporting.
Key Skills for This Role
Responsibilities
- Continuously monitor real time queues, service levels, abandon rates, and agent states to ensure contractual targets are met
- Execute intra day staffing adjustments, manage agent schedule adherence, and coordinate offline activities based on call volume trends
- Identify and escalate real time technical glitches, routing issues, or sudden volume spikes to operations and IT stakeholders
- Generate daily, weekly, and ad hoc intraday performance reports detailing service level achievements, shrinkage, and adherence discrepancies
- 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
- Native or professional fluency in both Arabic and English (written and verbal)
- Minimum of 1–2 years of experience in Workforce Management (WFM) or Real Time Management within a contact center environment
- Proficiency with WFM tools (e.g., IEX, Aspect, Verint, or Genesys) and ACD platforms (e.g., Avaya, Cisco, Amazon Connect)
- Strong numerical agility with ability to spot trends, interpret data quickly, and make rapid staffing decisions under pressure
- Ability to work flexible schedules, including rotational shifts, weekends, and holidays
Full Job Posting
Job Summary
- The Realtime Analyst is responsible for the intra day management of service levels and agent utilization within the contact center.
- This role involves monitoring real time agent schedule adherence, tracking key performance metrics, and adjusting staffing allocations to ensure optimal service delivery.
- The ideal candidate must be completely bilingual in Arabic and English to effectively communicate across regional teams and leadership.
Key Responsibilities
- Real Time Monitoring: Continuously monitor real time queues, service levels, 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 and 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.
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