Jadeer is hiring on behalf of one of our clients based in New Cairo. Our client is a leading fintech company in the digital payments and consumer finance sector across the Middle East. Through partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance customer purchasing power and provide a seamless shopping experience.Position OverviewThe Real-Time Analyst (RTA) is responsible for monitoring and managing intraday operational performance within the customer care function. The role ensures service level targets are achieved through real-time monitoring, reporting, and coordination with operations and workforce management teams.Key Responsibilities1. Real-Time Monitoring & Performance ManagementMonitor real-time queues, service levels, call volumes, and key operational KPIs.Track metrics such as Service Level, AHT, Occupancy, Shrinkage, and Adherence.Identify performance gaps and take immediate corrective actions.2. Intraday Workforce CoordinationManage agent schedules, attendance, and adherence in real time.Adjust staffing allocation based on call volume fluctuations and operational needs.Coordinate with Team Leaders to address performance deviations.3. Reporting & AnalysisPrepare and share intraday performance reports with stakeholders.Provide daily performance summaries and operational insights.Analyze trends and recommend process improvements to enhance efficiency.4. Escalation & Issue ManagementEscalate operational or system-related issues impacting performance.Follow up on action plans to ensure timely resolution.Support continuous improvement initiatives within the contact center operations.QualificationsBachelor’s degree in Business Administration, Commerce, Statistics, or a related field (preferred).1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.Experience in fintech, banking, or e-commerce is a plus.Technical SkillsStrong analytical and data interpretation skills.Proficiency in Workforce Management tools and CRM systems.Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, dashboards, reporting).Strong understanding of contact center KPIs and operational metrics.Core CompetenciesExcellent communication skills in English and Arabic.Strong attention to detail and problem-solving abilities.Ability to work under pressure in a fast-paced environment.High level of accountability and proactive mindset.Flexibility to work rotational shifts, including weekends and public holidays if required.Why Join?If you are passionate about operational excellence and data-driven performance management, this is your opportunity to grow your career within a leading fintech organization that values innovation, efficiency, and continuous improvement.At Jadeer, we value diversity and equal opportunity. We welcome applicants from all backgrounds and experiences.