Real-Time Analyst
Posted:
Company Details
Name:Solvo Global
Industry:
Telecommunications
Website:
https://solvoglobal.com/
Description:
Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language bar…
View more
Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
KES Unspecified / month
Other Pay:
Benefits
Job Category:
Telecommunications
Job Description
Job Title: Real-Time Analyst (Workforce Management)
We are looking for a proactive and analytical Real-Time Analyst to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance, managing service levels, and making data-driven staffing adjustments to ensure operational efficiency. You will collaborate closely with operations leaders to maintain SLA compliance and respond swiftly to changing business demands.
Key Responsibilities
- Monitor real-time performance and contact center KPIs.
- Manage service levels and workforce allocation throughout the day.
- Identify operational risks and provide immediate solutions.
- Adjust staffing plans to meet changing business demands.
- Generate performance reports and analyze trends.
- Collaborate with operations leaders to drive efficiency and SLA compliance.
- Escalate critical issues and support business continuity.
Qualifications
- Experience: Proven experience as a Real-Time Analyst (RTA), Workforce Management Analyst, or similar role.
- Analytical skills: Strong analytical and problem-solving skills.
- Industry knowledge: Deep understanding of contact center metrics, service levels, and workforce management practices.
- Technical proficiency: Experience with tools such as NICE, Verint, IEX, or similar WFM platforms.
- Communication: Excellent communication and stakeholder management skills.
- Adaptability: Ability to thrive in a fast-paced, data-driven environment.
465 open positions on Semasocial right now
· 7679 open positions in Nairobi County, Kenya
· 49 posted in the last 7 days
Contact Information
CV Job Description Matcher See how well your CV matches this job and get tips to improve your chances AI Tool
This tool helps you see how closely your CV matches a job description. It also gives you simple suggestions on what to improve so you have a better chance of getting shortlisted.
Beware of Fraudsters!
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Disclaimer & TOS: We do not guarantee the authenticity of every single job posting and are not responsible for any fraudulent activity or misrepresentation by third parties. We are not involved in any stage of the interview or recruitment process and do not charge any fees from job seekers. For further details, please read the rest of the Terms of Service.