1 день назад
Real-Time Analyst (RTA) (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Real-Time Analyst (RTA) (Fintech): Monitoring and optimizing real-time performance across phone, chat, and email support channels with an accent on service-level adherence, queue health, and intraday resource allocation. Focus on detecting forecast deviations, adjusting schedules and skills, managing incidents, and producing performance reports for operational stakeholders.
Location: Onsite in Riyadh, Saudi Arabia
Company
is a Saudi fintech platform building a customer-centric financial super-app for users and businesses across the GCC region.
What you will do
- Monitor real-time performance and queue health across phone, chat, and email channels.
- Identify service-level risks and forecast deviations, escalating alerts to operations and team leaders.
- Perform intraday adjustments, including breaks, skilling, and rescheduling, to optimize resource usage.
- Produce hourly, intraday, and daily reports covering adherence, attendance, shrinkage, and related KPIs.
- Support incident and outage management through appropriate routing and resource allocation.
- Collaborate with WFM Planners and Operations on execution and continuous process improvement.
Requirements
- At least 1 year of experience as a Real-Time Analyst or in a similar workforce management role.
- Strong knowledge of call center metrics, including AHT, ASA, service level, occupancy, and adherence.
- Strong analytical, communication, multitasking, and stakeholder collaboration skills.
- Proficiency in Excel or Google Sheets; reporting or BI tool experience is beneficial.
- Ability to work under pressure and make fast, data-driven decisions in a dynamic environment.
Nice to have
- Experience managing real-time operations in an omnichannel support environment.
- Familiarity with international teams and multiple time zones.
- Experience using Calabrio, NICE, Verint, or similar WFM platforms.
- Experience driving performance improvements in high-pressure settings.
Culture & Benefits
- Onsite work from the Riyadh office.
- Collaboration with Workforce Management, Operations, and team leadership stakeholders.
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