Real-Time Analyst (RTA)

About us

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

About the role

We are looking for a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience. This role will be based on-site in our Cairo office.

Your Responsibilities

• Monitor real-time performance and queue health across all channels (voice, chat, and email).
• Identify and escalate service level risks and any deviations from forecast in a timely manner.
• Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
• Communicate effectively with team leaders and operations regarding any updates, alerts, or risks.
• Generate and share hourly, intraday, and daily performance reports with key stakeholders.
• Track and report on schedule adh

Skills mentioned