Real-Time Analyst (RTA) - BPO Industry

Jadeer is hiring on behalf of one of our clients based in New Cairo. Our client is a leading fintech company in the digital payments and consumer finance sector across the Middle East. Through partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance customer purchasing power and provide a seamless shopping experience.

Position Overview

The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday operational performance within the customer care function. The role ensures service level targets are achieved through real-time monitoring, reporting, and coordination with operations and workforce management teams.

Key Responsibilities

1. Real-Time Monitoring & Performance Management

• Monitor real-time queues, service levels, call volumes, and key operational KPIs.

• Track metrics such as Service Level, AHT, Occupancy, Shrinkage, and Adherence.

• Identify performance gaps and take immediate corrective actions.

2. Intraday Workforce Coordination

• Manage agent schedules, attendance, and adherence in real time.

• Adjust staffing allocation based on call volume fluctuations and operational needs.

• Coordinate with Team Leaders to address performance deviations.

3. Reporting & Analysis

• Prepare and share intraday performance reports with stakeholders.

• Provide daily performance summaries and operational insights.

• Analyze trends and recommend process improvements to enhance efficiency.

4. Escalation & Issue Management

• Escalate operational or system-related issues impacting performance.

• Follow up on action plans to ensure timely resolution.

• Support continuous improvement initiatives within the contact center operations.

Qualifications

• Bachelor’s degree in Business Administration, Commerce, Statistics, or a related field (preferred).

• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.

• Experience in fintech, banking, or e-commerce is a plus.

Technical Skills

• Strong analytical and data interpretation skills.

• Proficiency in Workforce Management tools and CRM systems.

• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, dashboards, reporting).

• Strong understanding of contact center KPIs and operational metrics.

Core Competencies

• Excellent communication skills in English and Arabic.

• Strong attention to detail and problem-solving abilities.

• Ability to work under pressure in a fast-paced environment.

• High level of accountability and proactive mindset.

• Flexibility to work rotational shifts, including weekends and public holidays if required.

Why Join?

If you are passionate about operational excellence and data-driven performance management, this is your opportunity to grow your career within a leading fintech organization that values innovation, efficiency, and continuous improvement.

At Jadeer, we value diversity and equal opportunity. We welcome applicants from all backgrounds and experiences.