Real-Time Analyst / Data Analyst

Role Overview

Join our team as a Real-Time Analyst (RTA) based in Nairobi, Kenya, working fully onsite. This full-time position is pivotal in overseeing and enhancing operational effectiveness within a vibrant contact center setting.

Key Responsibilities

• Continuously monitor real-time performance metrics and key performance indicators specific to contact centers.
• Oversee service levels and optimize workforce distribution throughout the day to meet business goals.
• Quickly identify operational challenges and implement immediate corrective actions.
• Modify staffing and scheduling plans dynamically in response to fluctuating demands.
• Prepare detailed reports on performance and analyze trends to inform decision-making.
• Work closely with operations leadership to boost efficiency and ensure compliance with service level agreements.
• Escalate urgent issues promptly to maintain business continuity and operational stability.

Candidate Profile

• Proven experience in roles such as Real-Time Analyst or Workforce Management Analyst.
• Strong analytical abilities and effective problem-solving skills.
• Familiarity with contact center key metrics, service level concepts, and workforce management best practices.
• Hands-on experience with workforce management technologies like NICE, Verint, IEX, or similar platforms.
• Excellent communication skills and ability to manage multiple stakeholders effectively.
• Adaptability to work efficiently in a fast-paced and data-centric environment.

Why Work With Us?

• Opportunity to be part of a growing, high-performing team.
• Engage in a dynamic workplace where your contributions have a significant impact.
• Enhance your operational and analytical expertise while driving success in business performance.