Real Time Analyst

Company Overview

WeAreFiber is an international business process outsourcing company that provides inbound support, data management, and smartsourcing services to clients across more than 20 countries. With around 700 employees, it enables organizations to stay focused on their main business while improving efficiency and building lasting value. The company promotes a young, energetic, and encouraging workplace, with an emphasis on coaching, capability building, and employee involvement. By combining sector know-how, tailored workflows, and modern cloud-based cloud technology, it delivers reliable and cost-effective solutions. Its goal is to develop sustainable long-term partnerships by streamlining clients’ non-core functions from the first year of working together.

Role Summary

This full-time, on-site position in Tirana is focused on monitoring live operations across several teams and campaigns. The Real Time Analyst continuously tracks key performance measures such as service levels, queue levels, and adherence, then acts quickly to improve staffing and resource use. The role works closely with workforce management, team leaders, and operations to revise schedules, manage breaks, and respond to sudden demand shifts or operational disruptions. It also includes refreshing dashboards, preparing brief daily performance updates, and identifying risks or opportunities that could strengthen efficiency and customer experience. Workforce management systems, including eWFM and similar platforms, are used to maintain accurate information and support timely decisions.

Key Responsibilities

• Observe live operational performance across teams and campaigns and react promptly when service metrics change.
• Track indicators such as service level, queue size, and schedule adherence to support effective staffing decisions.
• Coordinate with workforce management, team leaders, and operations to adjust shifts, breaks, and resources as needed.
• Update dashboards and share short daily summaries on performance patterns and operational risks.
• Use eWFM and related workforce tools to keep data accurate and support rapid decision-making.
• Spot issues, trends, and improvement opportunities that can enhance operational efficiency and customer experience.

Requirements

• Strong ability to analyze data, interpret live performance trends, and support quick operational choices.
• Previous exposure to workforce management and workforce planning, preferably within a contact center or BPO setting.
• Hands-on familiarity with eWFM or comparable workforce management and reporting tools.
• Clear communication skills to work effectively with operations teams, team leaders, and other stakeholders.
• High attention to detail, dependable work habits, and comfort in a fast-moving, KPI-focused environment.
• Working knowledge of spreadsheets and data visualization tools such as Excel and BI dashboards.
• Experience in real-time analysis, scheduling, or contact center operations is a plus.
• A background in business, statistics, mathematics, IT, or a similar field is preferred.
• Must be able to work on-site in Tirana and collaborate well within an international team.

Additional Information

The role is based in Tirana, Albania, and requires in-office presence. The company operates in a diverse, international environment and places importance on teamwork, coaching, and ongoing skill growth.