Real Time Analyst

Company Description

VXI Global Solutions is a leading business process outsourcing company specializing in customer service, customer experience, and digital solutions. Established in 1998, the company has grown to over 40,000 employees across 43 locations worldwide, including North America, Asia, Europe, and the Caribbean. VXI provides comprehensive services, including omnichannel and multilingual support, revenue generation, software development, quality assurance, and cutting-edge CX and automation solutions for prominent global brands. Backed by Bain Capital, VXI is one of the fastest-growing privately held business services organizations in the United States and the Philippines. Learn more at www.vxi.com.

Role Description

This is a full-time, on-site role located in Cairo for a Real Time Analyst. The Real Time Analyst will be responsible for monitoring and managing real-time contact center performance, ensuring optimal workforce management and service levels. Daily tasks include analyzing data, overseeing agent adherence to schedules, and implementing adjustments as needed to meet key performance indicators (KPIs). Collaboration with leadership and team members to forecast staffing needs and deliver actionable insights is also part of this role.

Qualifications

• Strong Analytical Skills for monitoring metrics, identifying trends, and addressing performance concerns
• Proficiency in Workforce Management with experience in tools like eWFM and scheduling processes
• Effective Communication skills to provide updates, recommendations, and collaborate with teams and management
• Experience in Workforce Planning, including forecasting and real-time adjustments
• Proactive problem-solving and decision-making abilities
• Knowledge of call center operations or BPO industry is a plus
• High proficiency in Microsoft Excel and reporting tools
• Bachelor's degree in a related field is preferred but not required