Real-Time Analyst (Fintech)

Location: On-site in the Cairo office, Egypt

Company

hirify.global is a fintech platform serving customers and merchants across Saudi Arabia and the GCC region with financial solutions across retail, travel, education, healthcare, and other sectors.

What you will do

• Monitor real-time performance and queue health across voice, chat, and email channels.
• Identify and escalate service-level 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 stakeholders.
• Prepare hourly, intraday, and daily reports covering schedule adherence, attendance, shrinkage, and other KPIs.
• Use WFM platforms such as Calabrio, NICE, Verint, or similar tools, while collaborating with WFM Planners and Operations on process improvements.

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 and Google Sheets; reporting or BI experience is beneficial.
• Ability to work under pressure and make fast, data-driven decisions in dynamic environments.

Nice to have

• Experience managing real-time operations in an omnichannel support environment.
• Familiarity with international teams and multiple time zones.
• Experience driving performance improvements in high-pressure settings.

Culture & Benefits

• Work as part of a Workforce Management team supporting customer operations.
• Collaborate closely with team leaders, Operations, WFM Planners, and other stakeholders.
• Contribute to continuous improvement of real-time management processes.