Real-Time Analyst, Workforce Management (WFM, SLAs) — Riyadh, Saudi Arabia
About Tamara
Tamara is the leading fintech platform in Saudi Arabia and the wider GCC — Saudi's first fintech unicorn, backed by Sanabil Investments (wholly owned by the Public Investment Fund), SNB Capital and Checkout.com. Serving millions of users and partnering with brands like SHEIN, Jarir, noon, IKEA and Amazon, Tamara operates from its headquarters in Riyadh with regional and global support offices.
The Role
Tamara's Workforce Management team is looking for a skilled and proactive Real-Time Analyst (RTA) to join them onsite in the Riyadh office. You'll monitor real-time performance across all service channels — phone, chat and email — and ensure optimal schedule adherence to meet service level agreements. Your insights and quick decision-making will keep daily operations smooth and the customer experience excellent.
What You'll Do
- Monitor real-time performance and queue health across voice, chat and email
- Identify and escalate service level risks and forecast deviations in a timely manner
- Perform intraday adjustments — breaks, skilling, rescheduling — to optimize resource usage
- Generate and share hourly, intraday and daily performance reports with stakeholders
- Track and report on schedule adherence, attendance, shrinkage and related KPIs
- Support incident and outage management, ensuring appropriate routing and resource allocation
- Use WFM tools (Calabrio, NICE, Verint or similar) to execute real-time actions
- Collaborate with WFM Planners and Operations on intraday execution and process improvement
What You Bring
- Minimum 1 year as a Real-Time Analyst or in a similar WFM position
- Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence
- Excellent analytical, communication and multitasking skills
- Proficiency in Excel/Google Sheets; BI/reporting tools are a plus
- Comfort working under pressure and making fast, data-driven decisions
Why Join
You'll play a vital role in the customer experience of a unicorn fintech — with real-time ownership, a high-energy environment, and growth in one of the region's most exciting companies.
🚀 Ready to Apply?
Similar Roles