Monitor real-time performance and queue health across all channels (voice, chat, and email).
Identify and escalate service level risks and deviations from forecast promptly.
Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resources.
Communicate updates with team leaders and operations regarding alerts or risks.
Generate hourly, intraday, and daily performance reports for stakeholders.
Track schedule adherence, attendance, shrinkage, and related KPIs.

🎯 Requirements

Minimum 1 year of experience in a Real-Time Analyst or similar WFM role.
Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
Excellent analytical, communication, and multitasking skills.
Proficient in Excel / Google Sheets; BI/Reporting tools a plus.
Ability to work under pressure and make fast, data-driven decisions.

🎁 Benefits

On-site in Riyadh, Saudi Arabia.

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