ABOUT THE COMPANY

We are a Business Process Outsourcing company in Kenya. We offer reliable data annotation, customer support, and outsourced HR services.

JOB SUMMARY

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.

Qualifications

• 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).

• 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.

• Reporting
• Data analysis
• Call center operation (customer support)
• Data collection
• Project implementation
• Call center management
• Technical support
• Office administration
• management

• 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).