Real Time Analyst (RTA)📣 إعلان

About Tamara

Tamara is a leading fintech platform operating across Saudi Arabia and the wider GCC region. The company's mission is to build a customer-centric financial super-app, serving millions of users and partnering with major global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon. 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 others. The company operates from its headquarters in Riyadh, supported by additional regional and global offices.

The Role: Real Time Analyst

Tamara is seeking a skilled and proactive Real-Time Analyst (RTA) to join its Workforce Management team. Based onsite in the Riyadh office, this full-time role involves monitoring real-time performance across all service channels, including Phone, Chat, and Email. The primary objective is to ensure optimal schedule adherence and meet service level agreements (SLAs), with insights and decision-making contributing to smooth daily operations and a positive customer experience.

Key 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 forecast in a timely manner.
• Perform intraday adjustments, such as breaks, skilling, and rescheduling, to optimize resource usage.
• Communicate effectively with team leaders and operations regarding 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 Key Performance Indicators (KPIs).
• Support incident and outage management, ensuring appropriate routing and resource allocation.
• Utilize Workforce Management (WFM) tools and platforms, including Calabrio, NICE, Verint, or similar, to execute real-time actions.
• Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.
• Provide recommendations for continuous process improvement in real-time management.

Required Qualifications and Skills

• Minimum of 1 year of experience in a Real-Time Analyst or similar Workforce Management (WFM) position.
• Strong knowledge of call center metrics, including AHT (Average Handle Time), ASA (Average Speed of Answer), SL (Service Level), Occupancy, and Adherence.
• Excellent analytical, communication, and multitasking skills.
• Proficiency in Excel / Google Sheets; experience with reporting or Business Intelligence (BI) tools is an advantage.
• Ability to work under pressure and make fast, data-driven decisions in dynamic environments.

Preferred Attributes

• Experience managing real-time operations in an omnichannel support environment.
• Familiarity with international teams and multiple time zones.
• Demonstrated ability to drive performance improvements and deliver results in a high-pressure setting.
• Strong stakeholder management and collaboration skills.

Work Location

This is a full-time, onsite position based at Tamara's headquarters in Riyadh, Saudi Arabia. The role requires active participation within the Workforce Management team to support daily operations and ensure customer experience excellence.