About Us
Daftra - دفترة is a leading cloud-based SaaS provider supporting more than 50 business sectors across the Arab region. Our platform delivers secure, scalable, and fully customizable enterprise management solutions with a 99.9% uptime guarantee, accessible anytime, anywhere, across multiple devices.
At Daftra, we simplify business operations by empowering organizations with flexible systems that grow with their needs backed by strong engineering, product excellence, and customer-centric innovation.
Objective of the Position
The Real-Time Management Specialist (RTM) owns intraday performance across Daftra's 24/7 Tech Support and Sales operations. Beyond monitoring live queues, the RTM makes the intraday staffing decisions that protect service levels: adjusting skills and routing, approving or cancelling offline activities, managing breaks, and recommending overtime or voluntary time off (VTO).
Reporting to the Workforce Manager, the RTM handles intraday escalations, applies and improves real-time SOPs, works closely with the Real-Time Analysts (RTAs) to cover all queues, and turns intraday results into insights and recommendations for WFM and Operations leadership.
Duties & Responsibilities
- Own intraday Service Level, abandon rate, and occupancy across phone, chat, email, and demo queues, making the real-time decisions needed to hit daily and weekly targets.
- Reforecast intraday volume and AHT when actuals move away from forecast, quantify the staffing gap, and adjust the plan for the rest of the day.
- Approve, move, or cancel breaks, coaching, training, and other offline activities based on live queue conditions, and recommend overtime or VTO to the Workforce Manager.
- Handle intraday incidents during volume surges, system outages, and access issues, coordinating with Team Leads, IT, and Operations on recovery actions such as cross-skill moves, IVR messaging, and backlog plans.
- Track real-time schedule adherence, log daily schedule exceptions (sick leave, tardiness, unscheduled offline time), and approve shift swaps, working alongside the RTAs.
- Maintain real-time SOPs, escalation steps, and intraday threshold triggers, and propose updates after major incidents.
- Track adherence and conformance trends, find the root causes of recurring gaps, and agree corrective actions with Team Leads.
- Deliver daily intraday summaries and weekly performance reviews, including root-cause analysis of SLA misses and recommendations to improve scheduling and staffing.
- Partner with the Scheduler and Forecaster to feed intraday learnings into future forecasts and schedules.
Qualifications
Education & Experience
- Bachelor’s degree in a relevant field.
- 3+ years of contact center experience, including at least 1–2 years as a Real-Time Analyst or in a Workforce Management role.
- Hands-on experience managing intraday queues and making real-time staffing decisions in multi-channel environments (Phone, Chat, Email).
- Experience handling live incidents such as system outages or volume surges is a plus.
Technical Skills
- Solid hands-on experience with CCaaS/ACD platforms (e.g., Genesys, Talkdesk, NICE CXone, Zendesk) and real-time monitoring dashboards.
- Strong MS Excel/Google Sheets skills for intraday reforecasting, staffing gap analysis, and performance reporting.
- Good working knowledge of WFM concepts, including Service Level, Occupancy, Shrinkage, Adherence, Conformance, and basic Erlang C staffing calculations.
- Experience with WFM tools (e.g., NICE IEX, Verint, Calabrio, Assembled) is a plus.
Soft Skills
- Confident, sound decision-making under pressure, balancing service level against cost and agent experience.
- Strong stakeholder management, with the ability to push back on or negotiate with Operations when live conditions require it.
- Clear, concise communication for real-time escalations and management reporting.
- Highly organized, able to balance live queue monitoring with reporting and administrative tasks.
Preferred Certification
- WFM certifications (e.g., SWPP, ICMI) are a plus.
Why Join Daftra?
- USD Salary
- Transportation allowance
- Career growth
- MBA discount
- Gym membership
- Friendly environment
