Real Time Analyst

We’re Hiring: Real-Time Analyst (RTA)

Industry: Fintech

Location: New Cairo, Egypt

Department: Workforce & Capacity Planning

Job Type: Full-Time

Key Responsibilities

• Monitor queue health and performance metrics across live channels.
• Execute intraday schedule adjustments (breaks, skilling, rescheduling) to ensure coverage.
• Support incident management and reroute resources during outages or emergencies.
• Generate hourly, intraday, daily, weekly, and monthly performance reports.
• Communicate with operations and team leads to ensure alignment.
• Use WFM tools (Calabrio, NICE, Verint, etc.) to take real-time actions.
• Coordinate with WFM Planners to ensure accurate scheduling and forecasting.
• Recommend ongoing process improvements to enhance real-time efficiency.

Qualifications

• 1 year experience as an RTA or similar WFM role in a contact center.
• Very good English communication skills
• Strong understanding of key call center metrics (AHT, ASA, SL, Occupancy, Adherence, Shrinkage, etc.)
• Proficient in Excel/Google Sheets (BI/reporting tools are a plus)
• Willingness to work shifts, weekends, and public holidays