Role overview

Tamara is a fintech platform operating across Saudi Arabia and the GCC region, serving over 25 million customers and 130,000 partner merchants with financial solutions. The Real-Time Analyst will join the Workforce Management team to monitor and optimize customer service operations across multiple channels, ensuring service level agreements are met and daily operations run smoothly.

Key responsibilities

Monitor real-time performance and queue health across phone, chat, and email channels to identify risks and deviations from forecasts.
Make intraday adjustments to staffing, breaks, and scheduling in order to maximize resource efficiency and maintain service levels.
Communicate alerts, updates, and operational risks to team leaders and operations managers in a timely manner.
Generate and distribute hourly, intraday, and daily performance reports to stakeholders across the organization.
Track and report on schedule adherence, attendance, shrinkage, and key performance indicators.
Support incident and outage management by coordinating appropriate routing and resource allocation.
Use workforce management tools to execute real-time operational decisions and collaborate with planners to align execution with forecasts.
Recommend process improvements to strengthen real-time management practices.

Requirements

Minimum one year of experience working as a Real-Time Analyst or in a similar workforce management role.
Strong working knowledge of call center metrics including average handle time, average speed to answer, service level, occupancy, and schedule adherence.
Excellent analytical, communication, and multitasking abilities to manage multiple priorities simultaneously.
Proficiency in Excel or Google Sheets, with experience in reporting or business intelligence tools preferred.
Ability to make fast, data-driven decisions while working under pressure in fast-changing environments.
Experience managing real-time operations in an omnichannel customer support environment is preferred.
Familiarity with international teams and multiple time zones is advantageous.

What makes this role worth considering

This position offers the opportunity to work for a well-funded fintech organization backed by major investors, playing a direct role in maintaining service quality for millions of customers across the region. The role is based onsite in Riyadh and provides exposure to workforce management best practices across a diverse, omnichannel customer service operation.

How to apply

Use the Apply button to view the official job posting and submit your application on Tamara Dubai Jobs: Essential Guide to Careers (2026)'s careers site.

ImmigrationCafe is a job listing directory, not a recruiter. Applications are submitted on the employer's official careers website.