Real-Time Analyst (RTA)
- Onsite
About the role
About us
Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.
Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
About the role
We are looking for a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience. This role will be based onsite in our Riyadh office.
Your Responsibilities
- Monitor real-time performance and queue health across all channels (voice, chat, and email).
- Identify and escalate service level risks and any deviations from forecast in a timely manner.
- Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
- Communicate effectively with team leaders and operations regarding any updates, alerts, or risks.
- Generate and share hourly, intraday, and daily performance reports with key stakeholders.
- Track and report on schedule adherence, attendance, shrinkage, and related KPIs.
- Support incident and outage management, ensuring appropriate routing and resource allocation
- Utilize WFM tools and platforms (e.g., Calabrio, NICE, Verint, or similar) to execute real-time actions.
- Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.
- Provide recommendations for continuous process improvement in real-time management.
Your Expertise
- Minimum 1 year of experience in a Real-Time Analyst or similar WFM position.
- Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
- Excellent analytical, communication, and multitasking skills.
- Proficient in Excel / Google Sheets; experience with reporting or BI tools is a plus.
- Ability to work under pressure and make fast, data-driven decisions in dynamic environments.
Preferred Skills:
- Experience managing real-time operations in an omnichannel support environment.
- Familiarity with international teams and multiple time zones.
- Ability to drive performance improvements and deliver results in a high-pressure setting.
- Strong stakeholder management and collaboration skills.
