Real-time Analyst

Miral; United Arab Emirates; On-site; AED 134,000 - 223,000; Full time

Job summary

Miral is seeking a Real Time Analyst to monitor intraday performance across the contact center, ensuring service levels and efficiency. You will manage staffing fluctuations, publish real-time reports and collaborate with Operations to drive corrective actions.

Ideal candidates have 1–3 years in Workforce Management or Real Time Monitoring, strong Excel skills, and experience with Genesys Cloud, Verint or NICE IEX. The role requires keen attention to detail in a fast-paced environment.

Qualifications

• 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 with WFM tools such as Genesys Cloud, Verint, NICE IEX, or equivalent.
• Strong analytical and problem-solving skills with ability to make rapid operational decisions.
• Excellent understanding of contact center metrics (AHT, SL, ASA, Occupancy, Shrinkage).
• 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.

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 escalate to WFM IT when required.

Skills

Analytical thinking

Communication skills

Multitasking under pressure

Education

Bachelor's degree in business/operations/statistics

Tools

Genesys Cloud

Verint

NICE IEX

Excel/Sheets

Job description

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 escalateto 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.