Real-Time Analyst

Job description

the employer represents a leading financial technology platform in the Kingdom of Saudi Arabia and the GCC countries, and its mission is to help individuals achieve their aspirations based on the values of simplicity, trust, and being present where our customers need us. Today, more than 25 million customers and more than 130,000 partner merchants rely on the employer daily for reliable financial solutions across the sectors of retail, travel, education, healthcare, and others. It is supported by the employer Investment Company, a company wholly owned by the Public Investment Fund, Inc. National Bank Capital (SNB Capital), and others. We are looking for a skilled and proactive Real Time Performance Analyst (RTA) to join our workforce management team in our Riyadh office. In this role, you will be responsible for monitoring real-time performance across all service channels and ensuring optimal adherence to schedule to meet Service Level Agreements (SLAs), where your vision and quick decision-making will play a vital role in maintaining smooth day-to-day operations and delivering an excellent customer experience. Your responsibilities include monitoring the real-time performance and health of queues across all voice, chat and email channels, as well as determining service level and escalation.

Requirements

• Bachelor's degree in Business Administration or related technical discipline
• Experience in workforce management or immediate performance monitoring
• Proficiency in dealing with call center monitoring systems

Skills