Company: Solvo Global
Location: Nairobi
Job Type: Full Time
Apply Before: 2026-07-31
Job Description
What You’ll Do
Monitor real-time performance and contact center KPIs.
Manage service levels and workforce allocation throughout the day.
Identify operational risks and provide immediate solutions.
Adjust staffing plans to meet changing business demands.
Generate performance reports and analyze trends.
Collaborate with operations leaders to drive efficiency and SLA compliance.
Escalate critical issues and support business continuity.
What We’re Looking For
Experience as a Real-Time Analyst RTA, Workforce Management Analyst, or similar role.
Strong analytical and problem-solving skills.
Knowledge of contact center metrics, service levels, and workforce management practices.
Experience with tools such as NICE, Verint, IEX, or similar WFM platforms.
Excellent communication and stakeholder management skills.
Ability to thrive in a fast-paced, data-driven environment.
How to Apply
Interested and qualified? Go to Solvo Global on www.linkedin.com to apply
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Source: MyJobMag