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Real Time Analyst

3 weeks ago

Madīnat an Naşr, Cairo, Egypt VXI Global Solutions Full time 30,000 - 60,000 per year

Company Description

VXI Global Solutions is a leading provider of customer service, customer experience, and digital solutions. Established in 1998, the company employs 43,000 professionals across more than 40 locations worldwide, including North America, Asia, Europe, and the Caribbean. VXI offers omnichannel and multilingual support, software development, quality assurance, and innovative customer experience solutions to top global brands. Backed by Bain Capital, VXI is one of the fastest-growing, privately held business services companies, with a strong presence in the United States, the Philippines, and China.

Role Description

This is a full-time, on-site role for a Real-Time Analyst at our Nasr City location. The Real-Time Analyst will monitor and manage workforce performance in real-time, ensuring operational efficiency and adherence to scheduling in alignment with business needs. Key responsibilities include workforce planning support, eWFM (electronic Workforce Management) updates, analyzing key performance metrics, and communicating with relevant teams to make adjustments and optimize staffing. Night and overnight availability is required for this role.

Qualifications

  • Strong analytical skills to assess metrics, identify trends, and solve real-time workforce issues
  • Expertise in Workforce Management and Workforce Planning
  • Proficient communication skills for clear coordination and cross-team collaboration
  • Familiarity with eWFM tools and real-time workforce monitoring platforms
  • Ability to work effectively during night and overnight shifts
  • Bachelor's degree in Business, Operations, Analytics, or a related field is a plus
  • Experience in a call center or BPO environment is beneficial