Workforce Real Time Analyst

7 days ago


Qesm El Maadi Cairo, Egypt iConcept Full time

Workforce RTM & Data Analyst

Location: Maadi, Cairo

About the Role:

We're looking for a detail-oriented Workforce RTM & Data Analyst to join our Workforce Management team. In this role, you'll monitor real-time call center performance, analyze data, and deliver insights that drive operational efficiency and service quality.

Key Responsibilities:

  • Monitor queue performance and agent adherence in real time.
  • Develop and maintain interactive dashboards using Power BI and Excel.
  • Generate accurate and timely performance reports.
  • Analyze trends and provide actionable recommendations to improve KPIs.
  • Collaborate with operations and workforce teams to optimize scheduling and forecasting accuracy.

Qualifications:

  • Bachelor's degree in Data Analytics, Statistics, Computer Science, or a related field.
  • 2–3 years of experience in Workforce Management (WFM) or call center analytics.
  • Advanced proficiency in Power BI, Excel, and data visualization tools.
  • Strong analytical and problem-solving skills.
  • Fluent in Arabic and English.

Why Join Us?

Data-driven culture with growth potential Collaborative and innovative team environment Opportunity to make a measurable impact on performance.

If you're passionate about transforming data into decisions, we'd love to hear from you Apply Now and join our growing team in Maadi, Cairo.



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