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Real Time Analyst

Souq.com, An Amazon Company
Cairo, Egypt
Posted 5 years ago
59People have clicked1 open position
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Job Details

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Job Description

Responsibilities:

  • Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g. adjusting schedules, canceling offline activates, posting extra hours).
  • Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.
  • Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.
  • Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.
  • Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices
  • Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.
  • Perform other duties and assignments as directed

Job Requirements

BASIC QUALIFICATIONS

  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
  • Experience building and analyzing models.
  • Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
  • Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
  • MS Excel and/or MS Access skills required

PREFERRED QUALIFICATIONS

  • Analysis experience in Customer Service or Operations preferred
  • Some programming experience is a plus to automate tools whenever appropriate.
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
  • Ability to work successfully in a dynamic, ambiguous environment.
  • Ability to meet tight deadlines and prioritize workloads.
  • Ability to develop new ideas and creative solutions.
  • Exceptional influencing and leadership skills
  • Experience in leading a team
  • Sufficient experience in analysis required.
  • Proficient in Microsoft Excel.

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