Real Time Analyst
We Are Fiber
/job-details/8381
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**Company Description**
WeAreFiber is a global Business Process Outsourcer providing services in inbound support, data management, and smartsourcing to clients in more than 20 countries. With a team of approximately 700 professionals, the company helps partners focus on core activities, improve performance, and create sustainable value. WeAreFiber emphasizes a customer-first mindset and a culture that combines professionalism, results orientation, and a dynamic, employee-friendly environment. The company invests in coaching, skill development, and team-building to foster talent and long-term partnerships. By aligning people, processes, and performance, WeAreFiber delivers immediate value through optimized non-core operations and advanced technology solutions.
**Role Description**
This is a full-time, on-site Real Time Analyst role based in Tirana. The Real Time Analyst monitors live contact center operations, tracking call volumes, queues, and staffing levels to ensure service level targets are met. The role involves using workforce management tools (including eWFM) to adjust schedules, manage intraday staffing, and recommend actions to optimize productivity. The Real Time Analyst collaborates with operations, team leaders, and workforce planning teams to communicate performance updates and identify areas for improvement. Daily tasks include preparing intraday and end-of-day reports, analyzing trends, and supporting continuous optimization of processes and resource allocation.
**Qualifications**
- Strong Analytical Skills with the ability to interpret real-time data, identify trends, and propose actionable insights.
- Experience in Workforce Management and Workforce Planning, ideally within a contact center or BPO environment.
- Proficiency with workforce management tools such as eWFM or similar platforms.
- Effective Communication skills, including clear reporting and collaboration with cross-functional teams.
- Solid understanding of service level metrics, KPIs, and operational performance drivers.
- Ability to work in a fast-paced, dynamic, and on-site environment, making quick, informed decisions.
- Advanced Excel or data analysis tool skills are a strong advantage.
- Previous experience in real-time analysis, scheduling, or contact center operations is preferred.
- Relevant education in Business, Statistics, IT, or a related field is beneficial.
- Proficiency in English; additional language skills are an asset.
WeAreFiber is a global Business Process Outsourcer providing services in inbound support, data management, and smartsourcing to clients in more than 20 countries. With a team of approximately 700 professionals, the company helps partners focus on core activities, improve performance, and create sustainable value. WeAreFiber emphasizes a customer-first mindset and a culture that combines professionalism, results orientation, and a dynamic, employee-friendly environment. The company invests in coaching, skill development, and team-building to foster talent and long-term partnerships. By aligning people, processes, and performance, WeAreFiber delivers immediate value through optimized non-core operations and advanced technology solutions.
**Role Description**
This is a full-time, on-site Real Time Analyst role based in Tirana. The Real Time Analyst monitors live contact center operations, tracking call volumes, queues, and staffing levels to ensure service level targets are met. The role involves using workforce management tools (including eWFM) to adjust schedules, manage intraday staffing, and recommend actions to optimize productivity. The Real Time Analyst collaborates with operations, team leaders, and workforce planning teams to communicate performance updates and identify areas for improvement. Daily tasks include preparing intraday and end-of-day reports, analyzing trends, and supporting continuous optimization of processes and resource allocation.
**Qualifications**
- Strong Analytical Skills with the ability to interpret real-time data, identify trends, and propose actionable insights.
- Experience in Workforce Management and Workforce Planning, ideally within a contact center or BPO environment.
- Proficiency with workforce management tools such as eWFM or similar platforms.
- Effective Communication skills, including clear reporting and collaboration with cross-functional teams.
- Solid understanding of service level metrics, KPIs, and operational performance drivers.
- Ability to work in a fast-paced, dynamic, and on-site environment, making quick, informed decisions.
- Advanced Excel or data analysis tool skills are a strong advantage.
- Previous experience in real-time analysis, scheduling, or contact center operations is preferred.
- Relevant education in Business, Statistics, IT, or a related field is beneficial.
- Proficiency in English; additional language skills are an asset.
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