Real-time Analyst

Miral Destinations; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Miral Destinations is seeking a Real Time Analyst to monitor intraday performance, manage staffing, and optimize queue management in a fast-paced contact center environment.

You will track SLAs, occupancy, AHT, and adherence, adjusting routing and skilling as needed while escalating risks and driving corrective actions in real time.

Qualifications

• Bachelor’s degree in business, operations, statistics, or related field.
• 1–3 years experience in Workforce Management or Real Time Monitoring in a contact center.
• Experience with WFM tools such as Genesys Cloud, Verint, NICE IEX.
• Strong analytical and Excel real-time reporting skills.

Responsibilities

• Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval level trends in real time.
• Adjust skilling, routing, and agent allocations to ensure service level targets are met.
• Escalate risks to Operations and WFM leadership when thresholds deviate from plan.
• Track late logins, absences, and out of adherence behaviors; follow escalation protocols.
• Recommend intraday staffing changes (pull outs/pull ins, overtime, VTO, break/lunch calibration).
• Manage intraday activities such as meetings, coaching sessions, training, and offline activities.
• Coordinate with Team Leaders to minimize service-impacting schedule variances.
• Monitor real-time productivity indicators and drive corrective action in partnership with Operations.
• Publish hourly, mid-day, and end of day performance reports.
• Provide insights into trends impacting service level, occupancy, shrinkage, and forecast accuracy.
• Maintain real time dashboards and performance trackers.
• Support WFM with data validation and post shift variance analysis.
• Operate WFM systems (Genesys Cloud / NICE / Verint / other platforms).
• Ensure accuracy of queue routing, skilling changes, schedule adjustments, and intraday updates.
• Troubleshoot system-related issues and elevate to WFM/IT when required.

Skills

Analytical skills

Problem solving

Real-time decision making

Excel proficiency

Communication

Multitasking

Education

Bachelor’s degree in Business/Operations/Statistics

Tools

Genesys Cloud

Verint

NICE IEX

Job description

Job Description

Job Scope

The Real Time Analyst (RTA) is responsible for monitoring, managing, and optimizing intraday performance across the Contact center to ensure service level achievement and operational efficiency. The role provides real time insights, takes proactive actions to manage staffing fluctuations, and supports operations in maintaining optimal workforce utilization.

Job Responsibilities

• Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval level trends in real time.
• Adjust skilling, routing, and agent allocations to ensure service level targets are met.
• Escalate risks to Operations and WFM leadership when thresholds deviate from plan.
• Track late logins, absences, and out of adherence behaviors; follow escalation protocols.
• Recommend intraday staffing changes (pull outs/pull ins, overtime, VTO, break/lunch calibration).
• Manage intraday activities such as meetings, coaching sessions, training, and offline activities.
• Coordinate with Team Leaders to minimize service-impacting schedule variances.
• Monitor real-time productivity indicators and drive corrective action in partnership with Operations.
• Publish hourly, mid-day, and end of day performance reports.
• Provide insights into trends impacting service level, occupancy, shrinkage, and forecast accuracy.
• Maintain real time dashboards and performance trackers.
• Support WFM with data validation and post shift variance analysis.
• Operate WFM systems (Genesys Cloud / NICE / Verint / other platforms).
• Ensure accuracy of queue routing, skilling changes, schedule adjustments, and intraday updates.
• Troubleshoot system-related issues and elevate to WFM/IT when required.

Job Essentials

• Bachelor’s degree in business, Operations, Statistics, or related field (preferred).
• 1–3 years of experience in Workforce Management or Real Time Monitoring within a contact center.
• Experience using WFM tools such as Genesys Cloud, Verint, NICE IEX, or equivalent.
• Strong analytical and problem-solving skills with the ability to make rapid operational decisions.
• Excellent understanding of contact center metrics (AHT, SL, ASA, Occupancy, Shrinkage, etc.).
• Strong command of Excel/Sheets and real time reporting tools.
• High attention to detail and ability to work under pressure in a fast-paced environment.
• Strong communication skills to collaborate with Team Leaders and Operations.
• Ability to multitask and manage high-volume, real-time situations.
• Proactive, logical decision makers with strong follow through skills.

About Us

Miral Destinations