About Us
Founded in 2020, Tamara empowers over 10 million people daily. We're pioneers, revolutionizing how people shop, pay and bank across the MENA region. We partner with thousands of merchants, from leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, and H&M to small and medium businesses. Our rapid growth has resulted in success as we mark our Unicorn status. It's exciting, and this is just the beginning. It's more than a place to work; together, we are a customer-focused community, changing people's lives whilst achieving business results.
Your role
We're seeking a Real Time Analyst for our Customer Experience team. As a Real Time Analyst, you will be crucial in ensuring smooth operation throughout the day by overseeing all internal activities.
Drawing on your proficiency in identifying and improving SLA compliance across channels. you will be responsible for tracking RTA attendance & performance (weekly/monthly audits). Partner with a workforce team, improve & identify training needs to create unique experiences only Tamara can provide.
With a proven track record of strong communication (written & verbal), high level of skill with Microsoft tools, and ultimately revolutionize the way millions of users shop, pay, and bank.
You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges.
You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.
Your responsibilities
- Responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy.
- Be a subject matter expert of SLA's for all channels, leading creation and maintenance processes for the RTA process.
- Create and maintain mechanisms of reporting to audit RTA attendance and performance with weekly/monthly audits and teaming with the workforce team to drive improvements; identify opportunities for additional training & development.
- Team with the WF analyst to create effective interval, daily, weekly, and monthly reporting mechanisms.
- Provide proactive solutions on how to improve SLA and adherence across all channels.
- Develop processes and best practices for operations management and RTA's to manage intraday staffing.
- Interface a strong sense of integration with different areas such as Supervisors, Operation managers, Service excellence, and training.
- Other duties as defined and assigned within the scope of WFM.
Your expertise
- Minimum of 2-year WFM experience preferably in a Real Time environment. Candidates with less experience will be considered if they meet other requirements.
- Leading by example - maintain a positive, can-do attitude and encourage others to do the same.
- Excellent written and verbal communication skill.
- Microsoft proficiency is a must.
- A keen understanding of the Tamara’s, bug/outage reporting, and basic technical knowhow.
Join the revolution
Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated.
We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.
All qualified individuals are encouraged to apply.
