Call Center Data Analyst

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.QualificationsStrong 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). RESPONSIBILITIES ResponsibilitiesMonitor 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. REQUIRED SKILLS Reporting, Data analysis, Call center operation (customer support), Data collection, Project implementation, Call center management, Technical support, Office administration, management REQUIRED EDUCATION Diploma, Associate's degree