Requirements
The ideal candidate will have a minimum of 1 year of experience as a Real-Time Analyst (RTA) and at least 2 years in a call center/contact center environment. Mandatory German language proficiency at B2 level or above is required, along with strong analytical, decision-making, and communication skills. Experience with the Vonage VCC ACD telephony platform is essential, and knowledge of WFM tools like IEX WFM or Calabrio is advantageous.
Description
About Tech Mahindra EgyptJoin Tech Mahindra Egypt, a fast-growing global delivery hub providing customer experience, operations, and digital business services to international clients. With two offices across Cairo and a capacity of 1,000+ employees, we offer a dynamic and multicultural environment where talent can learn, grow, and build rewarding careers.As part of Tech Mahindra's global network spanning 90+ countries and 149,000+ professionals, you'll gain exposure to world-class clients, innovative technologies, and international best practices while delivering exceptional customer experiences.Job SummaryWe are seeking a highly motivated German Real Time Analyst (RTA) - Senior Associate to support workforce management operations in a dynamic contact center environment. The ideal candidate will have strong analytical capabilities, excellent communication skills, and the ability to manage real-time operations while ensuring service level achievement and operational efficiency.Key ResponsibilitiesMonitor real-time contact center queues and proactively share updates with leadership teams.Maintain a strong understanding of operational processes and workforce management practices.Analyze operational data and identify trends to support decision-making.Manage real-time staffing requirements to ensure service goals and KPIs are achieved.Communicate effectively with operations leaders, internal stakeholders, and external clients.Coordinate across multiple locations and make informed real-time decisions while keeping leadership updated.Ensure effective floor discipline and adherence to operational standards.Track and manage schedule adherence in real time.Monitor and report on key operational KPIs.Prepare and deliver accurate and timely real-time reports, dashboards, and ad hoc reports.Perform high-level data analysis to support operational performance and business requirements.Work collaboratively with teams to drive operational excellence and achieve shared goals.Required Experience & QualificationsMinimum 1 year of experience in a Real-Time Analyst (RTA) role.Minimum 2 years of exposure to a call center/contact center environment.German language proficiency at B2 level or above is mandatory.Strong analytical and logical thinking abilities with the capability to interpret operational data.Excellent stakeholder management and client communication skills, both internal and external.Ability to learn quickly and effectively manage real-time operational queues.Strong decision-making skills with the ability to perform under pressure.Excellent verbal and written communication skills.Team-oriented mindset with a proactive and results-driven approach.Technical SkillsKnowledge of MS Excel and other Microsoft Office applications is preferred.Knowledge of workforce management tools such as IEX WFM, Calabrio, or similar platforms is an advantage.Mandatory: Hands-on experience with Vonage VCC ACD telephony platform.Ability to create dashboards, reports, and perform real-time operational analysis.Additional RequirementsAbility to think strategically and contribute to business growth opportunities.Comfortable working in a 24/7 operational environment.Capable of handling pressure in a fast-paced contact center setting.Demonstrates a continuous learning mindset and strong execution capabilities.Strong chat communication skills and ability to keep multiple stakeholder groups updated simultaneously.Ability to effectively communicate with clients through team chats and conference calls.