Company Description
VXI Global Solutions is a global leader in customer service and digital solutions, with over 40,000 employees and operations in 43 locations worldwide. Established in 1998, VXI provides customer experience management, revenue generation, omnichannel support, and innovative digital offerings to some of the world's most respected brands. Backed by Bain Capital, VXI is one of the fastest-growing, privately held business services organizations. The company is dedicated to delivering operational excellence and transformative solutions to drive business outcomes for its clients.
Role Description
This is a full-time, on-site Real Time Analyst (RTA) role located in Nasr City. The Real Time Analyst will monitor and manage workforce operations, ensuring optimal staffing levels and schedule adherence for smooth contact center performance during night shifts. Responsibilities include tracking real-time metrics, addressing staffing challenges, analyzing data trends, and communicating with team leaders to implement adjustments as needed to maximize efficiency and service levels.
Qualifications
- Strong Analytical Skills for monitoring performance metrics, identifying trends, and solving real-time challenges
- Experience in Workforce Management and Workforce Planning to ensure efficient resource allocation
- Excellent Communication skills for effective collaboration with team leaders and operations staff
- Working knowledge of eWFM or other workforce management tools
- Proficiency in time management and problem-solving; ability to thrive in a fast-paced environment
- Previous experience in call center operations or a similar environment is preferred
- Bachelor's degree in Business Administration, Statistics, or related field is an advantage
