Real Time Analyst

6 days ago

Giza, Giza, Egypt Intouch CX Full time 30,000 - 60,000 per year
  • Monitor real-time call volume, agent adherence, and service levels across multiple channels to ensure optimal staffing and resource allocation.
  • Analyze intraday trends and provide timely recommendations to management for adjustments in staffing or workflow.
  • Communicate real-time performance updates and alerts to operations teams and leadership.
  • Track and report on key performance indicators (KPIs) such as average handle time, occupancy, and shrinkage.
  • Collaborate with workforce management and scheduling teams to implement intraday changes and resolve coverage gaps.
  • Escalate critical issues impacting service levels or customer experience to appropriate stakeholders.
  • Utilize workforce management tools and reporting systems to generate accurate, actionable data.
  • Support the implementation of new processes, tools, or technologies aimed at improving real-time monitoring and efficiency.
  • Document and maintain records of real-time interventions, schedule changes, and performance deviations.
  • Participate in regular meetings to review performance, share insights, and contribute to continuous improvement initiatives.

IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.

Desired Candidate Profile
  • 1-2 years of experience in a real-time analyst, workforce management, or similar role within a BPO or contact center environment.
  • Strong analytical and problem-solving skills with the ability to interpret data and make quick decisions.
  • Familiarity with workforce management software and real-time monitoring tools.
  • Excellent communication skills, both verbal and written, for effective collaboration with cross-functional teams.
  • Ability to work in a fast-paced, high-pressure environment and manage multiple priorities simultaneously.
  • Detail-oriented with a focus on accuracy and process adherence.
  • Proficiency in Microsoft Excel and other data analysis tools.
  • Flexibility to work various shifts as required by business needs.
  • Strong organizational and time management skills.
  • Demonstrated ability to escalate issues appropriately and follow through on resolutions.

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