Overview
Realtime Analyst Jobs in Dubai, United Arab Emirates at TP
Title: Realtime Analyst
Company: TP
Location: Dubai, United Arab Emirates
Realtime Analyst (Bilingual – Arabic & English)
Location: Dubai, United Arab Emirates
Employment Type: Full-time
Seniority Level: Associate
Job Summary
The Realtime Analyst is responsible for the intra-day management of service levels and agent utilization within the contact center. This role involves monitoring real-time agent schedule adherence, tracking key performance metrics, and adjusting staffing allocations to ensure optimal service delivery. The ideal candidate must be completely bilingual in Arabic and English to effectively communicate across regional teams and leadership.
Key Responsibilities
- Real-Time Monitoring: Continuously monitor real-time queues, service levels ($SL$), abandon rates, and agent states to ensure contractual targets are met.
- Intraday Management: Execute intra-day staffing adjustments, manage agent schedule adherence, and coordinate offline activities (such as training, coaching, and breaks) based on call volume trends.
- Incident & Escalation Management: Identify and escalate real-time technical glitches, routing issues, or sudden volume spikes to operations and IT stakeholders immediately.
- Reporting: Generate daily, weekly, and ad-hoc intraday performance reports detailing service level achievements, shrinkage, and adherence discrepancies.
- Bilingual Communication: Serve as the primary point of contact for real-time adjustments, delivering clear directives in both Arabic and English to operations teams and team leaders.
Requirements & Qualifications
- Language Proficiency: Native or professional fluency in both Arabic and English (written and verbal) is strictly required.
- Experience: Minimum of 1–2 years of experience in Workforce Management (WFM) or Real-Time Management within a fast-paced contact center environment.
- Technical Skills: Proficiency with WFM tools (e.g., IEX, Aspect, Verint, or Genesys) and ACD platforms (e.g., Avaya, Cisco, Amazon Connect).
- Analytical Skills: Strong numerical agility with the ability to spot trends, interpret data quickly, and make rapid staffing decisions under pressure.
- Shift Flexibility: Ability to work flexible schedules, including rotational shifts, weekends, and holidays, to support 24/7 contact center operations.
What We Offer
- Competitive salary and benefits package in Dubai.
- A dynamic, multicultural working environment.
- Continuous learning and career progression opportunities within global operations.