Opportunity at
TamaraReal-Time Analyst (RTA)
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Real-Time Analyst (RTA) for its Workforce Management team. The role…
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About This Role
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Real-Time Analyst (RTA) for its Workforce Management team. The role is on-site at the Cairo office. It focuses on monitoring live performance across phone, chat and email channels, and making quick decisions to keep service levels and schedule adherence on target. The analyst watches queue health in real time, spots service level risks and…
Job Description
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Real-Time Analyst (RTA) for its Workforce Management team. The role is on-site at the Cairo office. It focuses on monitoring live performance across phone, chat and email channels, and making quick decisions to keep service levels and schedule adherence on target.
The analyst watches queue health in real time, spots service level risks and deviations from forecast, and escalates them promptly. Intraday adjustments such as breaks, skill changes and rescheduling are part of the job, as is support during incidents and outages, where the analyst helps with routing and resource allocation.
Communication and reporting are central. The analyst keeps team leaders and operations informed about alerts and risks, prepares performance summaries for each hour, for the day in progress and for full days, and monitors who is present, how closely schedules are followed and shrinkage. The analyst also works with WFM planners to keep execution aligned and recommends ways to improve real-time management over time.
The posting asks for at least one year working as a real-time analyst or in a comparable WFM job, a solid grasp of contact center metrics such as AHT, ASA, service level, occupancy and adherence, and proficiency in Excel or Google Sheets. Experience with omnichannel operations, international teams across several time zones, and stakeholder management is listed as preferred.
Responsibilities
- Watch live performance and queue condition across voice, chat and email.
- Spot service level risks and forecast deviations early, then escalate them.
- Make intraday adjustments such as breaks, skill assignments and rescheduling.
- Keep team leaders and operations updated on alerts, risks and changes.
- Create performance reports for each hour, the current day and full days for key stakeholders.
- Monitor how closely staff follow schedules, who is present, shrinkage and similar metrics.
- Support incident and outage handling through routing and resource allocation.
- Use WFM tools such as Calabrio, NICE, Verint or similar platforms to act in real time.
- Recommend process improvements for real-time management.
Requirements
- At least one year working as a real-time analyst or in a comparable WFM role.
- Solid grasp of contact center metrics including AHT, ASA, SL, occupancy and adherence.
- Sharp analysis, clear communication and juggling several tasks at once.
- Proficiency in Excel or Google Sheets.
- Able to perform under pressure and choose quickly based on data.
Qualifications
- Experience running live operations across several support channels.
- Working knowledge of teams spread across time zones.
- Exposure to dashboards or business intelligence software is a plus.
- Ability to manage stakeholders and collaborate well.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting places the role at Tamara's Cairo office and describes it as on-site.
What experience is required?
The posting requires at least one year working as a real-time analyst or in a comparable workforce management position.
Which tools are mentioned?
The posting names WFM platforms such as Calabrio, NICE and Verint, or similar tools, and asks for Excel or Google Sheets proficiency.
Is a salary stated?
The posting does not specify a salary.
Sample Interview Questions
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