Realtime Analyst (Bilingual - Arabic & English)

Location: Dubai, United Arab Emirates

Employment Type: Full-time

Seniority Level: Associate

Job Summary

The Realtime Analyst is responsible for the intra‑day management of service levels and agent utilization within the contact center. This role involves monitoring real‑time agent schedule adherence, tracking key performance metrics, and adjusting staffing allocations to ensure optimal service delivery. The ideal candidate must be completely bilingual in Arabic and English to effectively communicate across regional teams and leadership.

Key Responsibilities

• Real-Time Monitoring: Continuously monitor real‑time queues, service levels ($SL$), abandon rates, and agent states to ensure contractual targets are met.
• Intraday Management: Execute intra‑day staffing adjustments, manage agent schedule adherence, and coo...