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Real Time Analyst
2 weeks ago
Location: Nasr City, Cairo
Department: Operations
Employment Type: Full-time (Rotational Shifts)
About the Role
The Real-Time Manager (RTM) is responsible for monitoring live operations, ensuring proper staffing across all queues, and maintaining key service level targets. This role requires fast decision-making, strong communication, and the ability to respond promptly to real-time changes in workload and performance.
Key Responsibilities
Monitor call volumes, agent status, and service levels in real time.
Adjust breaks, staffing, and schedules to stabilize performance.
Track agent adherence and share updates with Team Leaders.
Act on sudden changes such as call spikes, absenteeism, or system issues.
Prepare hourly and daily performance reports.
Liaise with IT for system-related incidents.
Maintain consistent communication with Operations and Workforce teams.
Suggest operational improvements based on real-time insights.
Requirements
1–3 years of real-time monitoring or operations experience.
Strong analytical and problem-solving skills.
Proficiency in Excel/Google Sheets and call center platforms.
Ability to work under pressure and adapt quickly.
Excellent communication and coordination abilities.
Preferred Qualifications
Background in BPO or customer service operations.
Familiarity with WFM tools (IEX, Verint, NICE).
Knowledge of SLA, ASA, AHT, Occupancy, and other operational KPIs.
What We Offer
Competitive salary
Growth opportunities in Operations
Supportive work environment
Rotational shifts
Office located in Nasr City, Cairo
