Overview
Realtime Analyst Jobs in Qesm El Maadi, Cairo, Egypt at TP
Title: Realtime Analyst
Company: TP
Location: Qesm El Maadi, Cairo, Egypt
Teleperformance is looking for a Real-Time Analyst (RTA) II to join our Workforce Management team. In this role, you will be responsible for monitoring real-time operations, analyzing performance metrics, and ensuring optimal staffing levels to support operational and service level objectives.
If you have a strong analytical mindset, experience in workforce management, and enjoy working in a fast-paced environment, we'd like to hear from you.
Key Responsibilities
- Monitor real-time operational performance across multiple accounts and sites.
- Track service levels, call volumes, adherence, occupancy, and other key performance indicators.
- Identify real-time staffing gaps and recommend appropriate corrective actions.
- Coordinate with Operations, Scheduling, and Workforce Management teams to optimize staffing and resource allocation.
- Communicate intraday performance updates, risks, and action plans to stakeholders.
- Analyze trends and provide recommendations to improve operational efficiency.
- Generate and maintain real-time reports and dashboards.
- Ensure compliance with workforce management processes and service level agreements.
- Escalate operational risks and performance concerns in a timely manner.
- Support continuous improvement initiatives within the Workforce Management function.
Qualifications
- Bachelor's degree or equivalent work experience.
- 2–4 years of experience in Workforce Management, with hands-on experience in Real-Time Analysis.
- Strong understanding of contact center KPIs, including Service Level, AHT, Occupancy, Shrinkage, Adherence, and Forecast Accuracy.
- Experience using Workforce Management tools such as Alvaria (Aspect), Verint, NICE IEX, Genesys WFM, or similar platforms is preferred.
- Advanced Microsoft Excel skills; experience with Power BI is an advantage.
- Strong analytical and problem-solving abilities.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and make data-driven decisions in a fast-paced environment.
- Flexibility to work rotational shifts if required.
Preferred Qualifications
- Experience supporting multiple accounts or multi-site operations.
- Knowledge of reporting and dashboard development.
- Experience working in BPO or contact center environments.
- Familiarity with PowerPoint for presenting operational insights.
If you're passionate about workforce optimization and operational excellence, we'd love to hear from you. Apply today and become part of the Teleperformance team.