Real-Time Analyst (RTA)

Overview

Tamara is a prominent fintech company operating in Saudi Arabia and the GCC, dedicated to enabling people to fulfill their aspirations via straightforward, trustworthy financial solutions accessible across multiple sectors including retail, travel, education, and healthcare. With over 25 million customers and 130,000 merchants relying on its services daily, Tamara is supported by major investors such as Sanabil Investments and SNB Capital.

Role Summary

The Real-Time Analyst will be an integral part of the Workforce Management team based in Riyadh, focusing on monitoring and managing live service performance for phone, chat, and email support channels. The role involves ensuring adherence to schedules, identifying and mitigating risks to service levels, and facilitating effective communication and collaboration with key operational teams to maintain excellent customer service standards.

Key Responsibilities

• Track and assess live performance and queue statuses across voice, chat, and email channels.
• Promptly identify potential service-level threats and discrepancies from forecasts, escalating when necessary.
• Make real-time schedule modifications such as adjusting breaks, skill assignments, or rescheduling to optimize resource allocation.
• Maintain clear and continuous communication with team leaders and operations about updates, alerts, and risks.
• Prepare and distribute regular performance reports hourly, intraday, and daily to stakeholders.
• Monitor and report on schedule adherence, attendance, shrinkage, and other relevant KPIs.
• Assist in managing incidents and outages to ensure correct routing and resource support.
• Utilize Workforce Management platforms like Calabrio, NICE, Verint, or similar tools for executing real-time interventions.
• Work closely with WFM Planners and Operations to align on intraday activities.
• Offer suggestions for ongoing enhancements in real-time workforce management processes.

Required Qualifications and Skills

• At least one year of experience as a Real-Time Analyst or in a similar Workforce Management function.
• Deep understanding of call center metrics including Average Handle Time (AHT), Average Speed of Answer (ASA), Service Level (SL), Occupancy, and Adherence.
• Strong analytical capabilities combined with excellent communication and multitasking skills.
• Proficiency in Excel or Google Sheets; familiarity with BI or reporting tools is advantageous.
• Ability to operate efficiently under pressure and make informed, rapid decisions in a fast-paced setting.

Preferred Experience

• Background in managing real-time operations within an omnichannel customer support environment.
• Experience working with internationally distributed teams and coordinating across multiple time zones.
• Proven ability to initiate performance improvements and achieve results in demanding situations.
• Effective stakeholder management and collaborative teamwork skills.