CX Real Time Analyst

Job Description

About Tamara

Tamara is the leading shopping and payments platform in Saudi Arabia and the GCC region, with a mission to empower people in their daily lives and revolutionize how they shop, pay and bank. The company was founded by serial entrepreneur Abdulmajeed Alsukhan along with his partners Turki Bin Zarah and Abdulmohsen Al Babtain. Tamara has over 400 employees and operates out of its headquarters in Riyadh, Saudi Arabia and has offices in the UAE, Egypt, Germany and Vietnam. 

 

Tamara has raised up to $366 million in equity and debt since its launch in September 2020. Investors in Tamara include Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), Checkout.com, Coatue, Shorooq Partners, Endeavor Catalyst and Goldman Sachs. Tamara has about 7 million onboarded users and more than 18,000 partner merchants including leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, H&M as well as local small and medium businesses.

 

About the role

Immerse yourself in the world of creating magical customer journeys that leave an indelible impression. At Tamara, we strongly believe in providing individuals with both freedom and accountability, empowering them to unleash their true potential. As a crucial member of our dynamic customer experience team, you’ll have the incredible opportunity to craft unforgettable moments for millions of customers. Your role as a champion of exceptional service will ensure that every interaction becomes a cherished memory, bringing smiles to our users’ faces. As a brand ambassador, you’ll be the driving force behind fostering a customer-centric culture across our organization, setting new benchmarks for excellence along the way.

 

Joining our vibrant ecosystem, you’ll collaborate with a talented ensemble of product experts, creatives, analysts, and other cross-functional team members. Together, you’ll delve into the most challenging customer cases, armed with the power to turn someone’s day around for the better.

As a real time analyst, you’ll be providing data & insights via reports, dashboards & analysis of our customer experience function. 

 

A typical day

• 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 WFanalyst 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. 
• Strong analytical experience
• 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

 

Earning Flexibility

At Tamara, we believe that work is not just a physical location, but an integral part of your life. We understand that every person’s circumstances are unique, and we empower our employees to work in a manner that brings out their best performance. With our hybrid working arrangements, you have the flexibility to work from home or on-site. And if you crave even more flexibility, you can opt for our ‘work from anywhere in the world’ plan, allowing you to work from any destination across the globe within a 90-day period. Your work environment, your choice.

Relocating? We’ve got you covered. We offer relocation allowances to help with airfare, document fees, and your first month’s accommodation. Your well-being is our priority. While we value dedication and commitment at work, we also recognize the significance of maintaining a balanced life. That’s why we provide a standard practice of paid leave, allowing you ample time to relax, recharge, and pursue personal interests. Additionally, we offer comprehensive medical insurance coverage to support you and your loved ones, ensuring peace of mind.