Real Time Analyst

**Company Description** We Are Fiber is a global Business Process Outsourcer providing services in inbound support, data management, and smartsourcing to clients in more than 20 countries. With a team of approximately 700 people, the company helps clients focus on their core business, improve performance, and create sustainable value. We Are Fiber emphasizes a young, dynamic, and supportive work environment that values talent, career development, and collaboration. The company combines specialized expertise across more than 20 industries with customized processes and advanced technology to deliver measurable results from the first year of partnership. Its culture is grounded in qualified people, tailored processes, and high-performance technology solutions. **Role Description** This is a full-time, on-site Real Time Analyst role based in Tirana. The Real Time Analyst monitors intraday contact volumes, staffing levels, and service levels across multiple queues to ensure efficient operations. Responsibilities include analyzing real-time data, updating schedules, managing intraday adjustments (such as breaks, meetings, and overtime), and escalating risks that may impact performance targets. The role involves using workforce management tools (including eWFM or similar platforms), generating intraday and end-of-day reports, and providing insights to operations leaders to optimize workforce utilization. The Real Time Analyst collaborates closely with operations, workforce planning, and team leaders to maintain adherence, support service-level goals, and recommend continuous improvements. **Qualifications** - Strong analytical skills with the ability to interpret real-time and historical data to support decision-making. - Experience in workforce management and workforce planning within a contact center or BPO environment. - Proficiency with WFM or similar workforce management tools and related reporting systems. - Effective written and verbal communication skills, with the ability to collaborate across teams and present findings clearly. - Previous experience in real-time monitoring, scheduling, or capacity planning is highly preferred. - Comfort working in a fast-paced, metrics-driven environment with strong attention to detail and time management. - Good command of English; additional languages are an advantage. Burimi: https://al.linkedin.com/jobs/view/real-time-analyst-at-we-are-fiber-4429843158

Niveli: mid level