Intraday Planning Analyst

BDO Esnad - Heliopolis, Cairo

42
Applicants for
1 open position
4
Seen
Experience Needed:
1 to 2 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job
  • Responsible for ensuring that operations are performing according to key call center performance metrics.
  • Executes plans and ensures effective implementation of schedules.
  • Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
  • Communicate changes to scheduling to ensure suitable daily resource coverage.
  • Maintain running report of attendance incidents.
  • Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
  • Manage nonproductive time request process ensuring activities are planned without impacting SLAs.
  • Perform any additional related tasks. Areas Job Impacts: Project KPIs (Performance Metrics)
Job Requirements
  • Proficiency in MS office software.
  • Good Business Writing Skills.
  • Very Good Analytical Skill
  • Understanding the nature of the call center industry.
  • Basic knowledge of COPC Standards Approaches.
  • Good understanding of workforce management methodologies.
  • Organizing and Time Management
  • Good Communication Skills
  • Dynamic Ability to work under pressure
  • Team Player
  • Attention to Details
  • Ability to handle Multiple Tasks.
  • Ability to handle ambiguity and change
  • Problem Solving
About this Company

BDO Esnad is an Egypt-based outsourcing company. The company was established to provide organizations with business process outsourcing (BPO) services that aim to drive long-term cost reductions while keeping a focus on continuous performance improvement. The BPO services... (More)

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