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Absa Group Ltd, Equity Bank Kenya , Kenyatta University, Oasis Outsourcing, UNEPProfession (Mid-level)
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Oasis Outsourcing
Outsourcing + 1 more
Description
Real Time Analyst (RTA)
We’re looking for a Real Time Analyst to join our operations team. This role monitors live performance metrics and helps ensure service levels are consistently met in a fast‑paced contact center environment.
- Strong analytical and problem‑solving skills.
- Experience with WFM tools (IEX, Verint, NICE, etc.).
- Excellent communication skills.
- Ability to adapt quickly in a dynamic environment.
- High attention to detail and time management.
- Prior RTA or WFM experience preferred.
- Bachelor’s degree in Business, Statistics, Operations, or related field (preferred).
Responsibilities
Responsibilities
- Monitor real‑time KPIs: call volume, wait times, agent availability.
- Take quick action to protect service levels and staffing coverage.
- Manage intraday adjustments: schedules, breaks, routing, reforecasting.
- Communicate performance updates and escalate critical issues when needed.
- Generate intraday/end‑of‑day reports and analyze trends for improvement.
- Ensure compliance with SLAs and operational standards.
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