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Real Time Analyst RTA
2 weeks ago
Company Description
VXI Global Solutions is a leading Business Process Outsourcing (BPO) company specializing in customer service, customer experience, and digital solutions. Since its founding in 1998, the company has grown to employ 43,000 people across more than 40 locations worldwide, including North America, Asia, Europe, and the Caribbean. VXI offers omnichannel and multilingual support, CX Acceleration, software development, and process excellence services to prominent global brands. Backed by Bain Capital, it is one of the fastest-growing, privately-held BPO organizations, with a significant presence in the United States, the Philippines, and China.
Role Description
This is a full-time, on-site role for a Real Time Analyst (RTA), located in Nasr City. The Real Time Analyst will oversee the monitoring, reporting, and analysis of real-time employee performance and schedule adherence. Daily responsibilities include managing workforce data using eWFM tools, identifying trends, and providing timely communication to ensure operational efficiency. The RTA will work closely with the Workforce Management team to support proactive planning and resolve real-time staffing issues to optimize operations.
Qualifications
- Experience in Workforce Management and Workforce Planning
- Strong Analytical Skills for assessing performance data and identifying trends
- Proficiency in eWFM tools and applications
- Excellent Communication skills for clear, professional, and effective information sharing
- Relevant experience in real-time operations or a contact center environment
- Ability to work in a fast-paced environment with a proactive approach to problem-solving
- Fluency in English with at least a B2 level of proficiency
