16 часов назад
Real-Time Analyst (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 (Fintech) (Workforce Management): Monitoring and optimizing real-time performance across phone, chat, and email service channels with an accent on queue health, schedule adherence, and SLA performance. Focus on making fast data-driven intraday adjustments, managing service risks and incidents, and producing KPI reports for operations stakeholders.
Location: On-site in the Cairo office, Egypt
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 and escalate SLA risks, forecast deviations, incidents, and outages.
- Make intraday adjustments to breaks, skilling, schedules, and resource allocation.
- Communicate alerts, updates, and operational risks to team leaders and operations.
- Prepare hourly, intraday, and daily performance reports covering adherence, attendance, shrinkage, and related KPIs.
- 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.
- Proficiency in Excel and Google Sheets.
- Strong analytical, communication, multitasking, and stakeholder management skills.
- Ability to work under pressure and make fast, data-driven decisions in a dynamic environment.
Nice to have
- Experience with Calabrio, NICE, Verint, or similar WFM platforms.
- Experience with reporting or BI tools.
- Experience managing real-time operations in an omnichannel support environment.
- Familiarity with international teams and multiple time zones.
Culture & Benefits
- Work closely with Workforce Management, Operations, and team leadership stakeholders.
- Contribute to performance improvements in a high-pressure customer support environment.
- Support operations serving millions of customers and regional and global brands.
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