Real-Time Analyst (RTA)

About Tamara

Tamara is a pioneering fintech platform headquartered in Riyadh, Saudi Arabia, serving the GCC region with the mission of empowering people to fulfill their dreams through the creation of the most customer-focused financial super-app globally. The company proudly partners with prominent brands including SHEIN, Jarir, noon, IKEA, and Amazon, alongside numerous small and medium enterprises. Tamara holds the distinction of being Saudi Arabia’s first fintech unicorn, backed by major investors like Sanabil Investments, the Public Investment Fund (PIF), SNB Capital, and Checkout.com, maintaining its main operations from Riyadh with additional regional and global offices.

Role Overview

We are inviting applications for the position of Real-Time Analyst to join our Workforce Management team at the Riyadh office. This role involves close oversight of real-time performance across all communication channels such as Phone, Chat, and Email. The analyst will ensure adherence to schedules and service level agreements (SLAs), provide timely insights, and implement adjustments throughout the day to optimize operational efficiency and enhance customer service quality.

Responsibilities

• Continuously monitor real-time metrics and queue statuses across voice, chat, and email channels.
• Identify potential risks to service levels and any forecast deviations, escalating them as needed.
• Make intraday resource adjustments including breaks, skill reallocations, and rescheduling to maximize workforce efficiency.
• Maintain clear communication with team leaders and operations concerning any alerts, updates, or risks.
• Prepare and distribute hourly, intraday, and daily performance reports to key stakeholders.
• Monitor and analyze schedule adherence, attendance, shrinkage, and other workforce KPIs.
• Assist in managing incidents and outages by ensuring proper routing and allocation of resources.
• Utilize workforce management platforms such as Calabrio, NICE, Verint, or their equivalents for operational execution.
• Work collaboratively with Workforce Management Planners and Operations teams to align and execute intraday activities.
• Suggest enhancements for continuous improvement in real-time management processes.

Qualifications and Skills

• At least one year of experience in a Real-Time Analyst or similar Workforce Management role.
• Solid understanding of call center metrics including Average Handle Time (AHT), Average Speed of Answer (ASA), Service Level (SL), Occupancy, and Adherence.
• Strong analytical capabilities paired with excellent communication and multitasking skills.
• Proficiency with Excel or Google Sheets; familiarity with reporting or Business Intelligence tools is advantageous.
• Ability to perform effectively under pressure and make swift, data-driven decisions in a dynamic work environment.

Preferred Attributes

• Experience overseeing real-time operations in an omnichannel customer support setting.
• Comfort and experience working with international teams across multiple time zones.
• Proven ability to enhance operational performance and meet targets in high-stress situations.
• Strong skills in stakeholder engagement and cross-functional collaboration.