Real-Time Analyst (RTA)

About the role

We are seeking a proactive Real‑Time Analyst to join Tamara’s Workforce Management team in Riyadh. In this full‑time position you will monitor live performance across phone, chat and email channels, ensuring schedule adherence and helping to meet service level agreements.

Key responsibilities

• Monitor real‑time performance and queue health for voice, chat and email.
• Identify and promptly escalate service‑level risks or forecast deviations.
• Execute intraday adjustments such as breaks, skilling and rescheduling to optimise resource usage.
• Communicate updates, alerts and risks to team leaders and operations.
• Generate and share hourly, intraday and daily performance reports with stakeholders.
• Track schedule adherence, attendance, shrinkage and related KPIs.
• Support incident and outage management, routing resources as needed.
• Utilise WFM platforms (e.g., Calabrio, NICE, Verint) for real‑time actions.
• Collaborate with WFM planners and operations to align intraday execution.
• Provide recommendations for continuous improvement of real‑time management processes.

Required profile

• Minimum 1 year of experience as a Real‑Time Analyst or in a similar workforce‑management role.
• Strong knowledge of call‑center metrics such as AHT, ASA, SL, occupancy and adherence.
• Excellent analytical, communication and multitasking abilities.
• Proficiency in Excel and Google Sheets; experience with reporting or BI tools is a plus.

Required skills

• Excel
• Google Sheets
• Reporting or BI tools
• Calabrio
• NICE
• Verint