Real Time Analyst (RTA)📣 إعلان

Company Overview: Tamara

Tamara is a leading fintech platform operating across Saudi Arabia and the wider GCC region. The company's mission is to help individuals achieve their aspirations by developing a highly customer-centric financial super-app. Tamara serves millions of users in the region and collaborates with prominent global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, in addition to numerous small and medium businesses. Recognized as Saudi Arabia’s first fintech unicorn, Tamara is backed by Sanabil Investments (a wholly owned company by the Public Investment Fund (PIF)), SNB Capital, and *********, among other investors. The company operates from its headquarters in Riyadh, supported by additional regional and global offices.

The Role of a Real-Time Analyst (RTA)

Tamara is seeking a skilled and proactive Real-Time Analyst (RTA) to join its Workforce Management team. This full-time, onsite position in Riyadh is responsible for monitoring real-time performance across all service channels, including Phone, Chat, and Email. The role focuses on ensuring optimal schedule adherence to meet service level agreements (SLAs), with insights and quick decision-making being vital for maintaining smooth daily operations and delivering excellent customer experience.

Key Responsibilities

• Monitor real-time performance and queue health across all channels, including voice, chat, and email.
• Identify and escalate service level risks and any deviations from forecast in a timely manner.
• Perform intraday adjustments, such as breaks, skilling, and rescheduling, to optimize resource utilization.
• Communicate effectively with team leaders and operations regarding any updates, alerts, or identified risks.
• Generate and distribute hourly, intraday, and daily performance reports to key stakeholders.
• Track and report on schedule adherence, attendance, shrinkage, and other related Key Performance Indicators (KPIs).
• Support incident and outage management, ensuring appropriate routing and resource allocation.
• Utilize Workforce Management (WFM) tools and platforms, such as Calabrio, NICE, Verint, or similar systems, to execute real-time actions.
• Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution strategies.
• Provide recommendations for continuous process improvement within real-time management practices.

Required Qualifications and Experience

• Minimum of 1 year of experience in a Real-Time Analyst or a similar Workforce Management (WFM) position.
• Strong knowledge of essential call center metrics, including Average Handle Time (AHT), Average Speed of Answer (ASA), Service Level (SL), Occupancy, and Adherence.
• Proficiency in Excel / Google Sheets.
• Experience with reporting or Business Intelligence (BI) tools is considered a plus.

Essential Skills and Attributes

• Excellent analytical, communication, and multitasking skills.
• Ability to perform effectively under pressure.
• Capacity to make fast, data-driven decisions in dynamic operational environments.

Work Environment

This is a full-time, onsite position located at Tamara's office in Riyadh.