Real-Time Analyst (Night Shift)

Description

📣 We're Hiring: Real-Time Analyst (Night Shift)
Location: Onsite – Westlands, Nairobi, Kenya
Employment Type: Full-Time
Working Hours: Night Shift
Gross Salary: KES 80,000
Are you a sharp, analytical thinker with hands-on experience in a call center environment? We’re looking for a Real-Time Analyst to join our team and ensure service levels are consistently met through real-time monitoring, quick decision-making, and seamless communication.

🔍 Key Responsibilities
- Monitor real-time KPIs such as call volume, wait times, and agent availability
- Manage service levels by adjusting staffing and schedules as needed
- Execute intraday strategies to respond to fluctuating demand
- Communicate performance issues and escalate critical situations
- Generate reports, analyze trends, and identify areas for improvement
- Ensure adherence to SLAs and contractual obligations
- Troubleshoot issues impacting service levels (e.g., absenteeism, system outages)

✅ What We’re Looking For
- Mandatory: Prior experience working in a call center
- Experience as a Real-Time Analyst or in workforce management
- Proficiency with tools like IEX, Verint, NICE, or similar
- Strong analytical and problem-solving skills
- Excellent communication and collaboration abilities
- Attention to detail and time management in a high-pressure environment
- Understanding of call center KPIs and performance metrics
- Bachelor’s degree in business, Statistics, Operations Management, or related field (preferred)

📩 How to Apply
If you're ready to take on a pivotal role in a dynamic team, send your CV to purity.wambui@weareoasis.io. We’re excited to meet professionals who thrive on precision, adaptability, and teamwork.