Real Time Analyst (RTA)📣 Job Ad

About Tamara and the Real-Time Analyst Role

Tamara is seeking a Real-Time Analyst (RTA) to join its Workforce Management team. This full-time, onsite position is based in our Riyadh office. The Real-Time Analyst is responsible for monitoring real-time performance across all service channels, including Phone, Chat, and Email, to ensure optimal schedule adherence and meet service level agreements (SLAs). This role is critical for maintaining smooth daily operations and contributing to an excellent customer experience.

Key Responsibilities

• Monitor real-time performance and queue health across all service 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 systems, 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 Experience

• Minimum of 1 year of experience in a Real-Time Analyst or similar Workforce Management (WFM) position.
• Strong knowledge of 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 a plus.

Essential Skills

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

Preferred Experience and Attributes

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

Work Environment

This is a full-time position requiring onsite presence at Tamara's office in Riyadh. The role involves working within a dynamic Workforce Management team, collaborating closely with operations and other stakeholders to ensure efficient service delivery.