Realtime Analyst (Bilingual - Arabic & English)
Dubai, United Arab Emirates · Tempo pieno
Sii il primo a candidarti
- Esperienza
- 1–2 anni
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 2 messaggi fa
- Modalità di lavoro
- In ufficio
- Requisiti di ammissibilità
- Professionals who are fully bilingual in Arabic and English and have experience in workforce management or real-time contact center operations can apply. Candidates must also be available for flexible shift work in a 24/7 environment.
- Riprendere
- È necessario candidarsi
Dove lavorerai
Descrizione del lavoro
Role overview
This full-time associate-level role is based in Dubai, United Arab Emirates. The Realtime Analyst supports contact center performance by managing intraday service levels, agent utilization, and schedule adherence. The position requires complete fluency in both Arabic and English to coordinate effectively with regional teams and leadership.
What you will do
- Track live queues, service levels, abandonment rates, and agent status to keep performance aligned with contractual targets.
- Make intraday staffing changes, oversee adherence to schedules, and coordinate offline activities such as coaching, training, and breaks according to call volume patterns.
- Spot and immediately escalate operational issues such as system faults, routing problems, or sudden spikes in demand to the relevant operations and IT teams.
- Prepare daily, weekly, and ad hoc intraday reports covering service level results, shrinkage, and schedule adherence gaps.
- Act as the main contact for live operational adjustments and communicate instructions clearly in Arabic and English to operations staff and team leaders.
Requirements
- Fluency at a native or professional level in both Arabic and English, in speaking and writing, is mandatory.
- At least 1 to 2 years of experience in Workforce Management or real-time operations within a high-volume contact center.
- Hands-on familiarity with WFM systems such as IEX, Aspect, Verint, or Genesys, along with ACD platforms like Avaya, Cisco, or Amazon Connect.
- Strong comfort with numbers and data, including the ability to identify trends, interpret information quickly, and make fast staffing decisions under pressure.
- Willingness to work flexible hours, including rotating shifts, weekends, and public holidays, to support 24/7 operations.
What we offer
- A competitive compensation and benefits package in Dubai.
- A collaborative, multicultural workplace.
- Ongoing learning opportunities and room to grow within global operations.
Additional information
Seniority level: Associate.
Employment type: Full-time.
Work location: Dubai, United Arab Emirates.