Position Overview

We are seeking an experienced Real Time Analyst (RTA) to join our dynamic contact center operations team. The RTA will be responsible for monitoring and optimizing real-time performance metrics, ensuring efficient resource allocation, and maintaining service level agreements.

Key Responsibilities

Monitor real-time contact center operations and service levels across multiple channels

Analyze call volume patterns and adjust staffing levels to maintain optimal performance

Make real-time decisions regarding resource allocation and workload distribution

Generate and analyze performance reports to identify trends and areas for improvement

Coordinate with supervisors and team leaders to implement necessary adjustments

Ensure adherence to schedules and manage break patterns

Provide recommendations for improving operational efficiency

Support workforce management initiatives and special projects as needed

Required Qualifications

Minimum 2 years of experience specifically as a Real Time Analyst in a contact center environment

Fluent English communication skills (both written and verbal)

Strong analytical and problem-solving abilities

Proficiency in workforce management systems and contact center technologies

Experience with real-time monitoring tools and reporting systems

Excellent decision-making skills under pressure

Strong understanding of contact center KPIs and metrics

Additional Requirements

Must be currently located in the UAE

Available for immediate joining preferred

Valid UAE work authorization

What We Offer

Competitive salary package

Professional growth opportunities

Comprehensive training and development

Dynamic and multicultural work environment

Health insurance benefits

Transportation allowance

How to Apply

Please send your CV to careers.me@teleperformance.com with "RTA" in the subject line.

Note: Only candidates with relevant Real Time Analyst experience in a contact center environment will be contacted for the interview process.

About Us

People want to be helped by people. Even in the age of AI, customers crave human connections. So, our TP experts elevate empathy and, enabled by AI, transform lives through unparalleled experiences. Technology offers convenience while human compassion creates lasting loyalty. Never underestimate the power of being there when it matters most.