Real time Management Specialist (Work Force)
Centro -
Maadi, CairoPosted 4 years ago32Applicants for1 open position
- 18Viewed
- 4In Consideration
- 14Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Monitoring contact volumes, AHT and Service Level against plan, and report issues to Operations where appropriate.
- Managing all on-the-day requests for advisor off phone activities, taking both individual queues and the plan into account.
- Proactive communication with Supervisors / Team Leaders regarding any upcoming issues or changes.
- Schedule design – creation and maintenance of a best fit, dynamic schedule – considering all skill-sets and demo-graphical restrictions.
- Maintaining a top-level view of adherence - challenge any adherence issues with Team Leaders. Ensure an ongoing intra-day adherence score Targets.
- Re-forecasting and re-optimizing where appropriate (Short-Term), to ensure that the plan is always accurate.
- Applying special events to schedule.
- Handle other responsibilities from Data Analysis and planning and forecasting teams when requested.
- Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives and maintain required productivity.
- Monitoring all sites via using real time measurements and techniques to ensure optimum staffing levels and maintain required productivity.
- Administers volume and productivity trend and taking the necessary actions to maintain queue stability and achieving client request.
- Runs and analyzes reports through related applications in-order to recommend beneficial adjustments in the staffing and productivity levels to meet departmental productivity and profitability goals.
- Determine and quantify reasons for forecast variance through completing the root-cause analysis in-order to enhance the forecast accuracy and effectiveness for both staffing and productivity.
- Prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Generating all the department reports on time through using latest applications and techniques to accurate and reliable data.
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
- Ensures that all reports originating from the department are accurate and reliable.Monitoring contact volumes, AHT and Service Level against plan, and report issues to Operations where appropriate.
- Managing all on-the-day requests for advisor off phone activities, taking both individual queues and the plan into account.
- Proactive communication with Supervisors / Team Leaders regarding any upcoming issues or changes.
- Schedule design – creation and maintenance of a best fit, dynamic schedule – considering all skill-sets and demo graphical restrictions.
- Maintaining a top-level view of adherence - challenge any adherence issues with Team Leaders. Ensure an ongoing intra-day adherence score Targets.
- Re-forecasting and re-optimizing where appropriate (Short-Term), to ensure that the plan is always accurate.
- Applying special events to schedule.
- Handle other responsibilities from Data Analysis and planning and forecasting teams when requested.
- Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives and maintain required productivity.
- Monitoring all sites via using real time measurements and techniques to ensure optimum staffing levels and maintain required productivity.
- Administers volume and productivity trend and taking the necessary actions to maintain queue stability and achieving client request.
- Runs and analyzes reports through related applications in-order to recommend beneficial adjustments in the staffing and productivity levels to meet departmental productivity and profitability goals.
- Determine and quantify reasons for forecast variance through completing the root-cause analysis in-order to enhance the forecast accuracy and effectiveness for both staffing and productivity.
- Prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Generating all the department reports on time through using latest applications and techniques to accurate and reliable data.
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
- Ensures that all reports originating from the department are accurate and reliable.
Job Requirements
- Advanced Excel Knowledge.
- Power BI Knowledge is a plus.
- Mathematical or Statistical work knowledge.
- Must have excellent listening skills and attention to details.
- English fluency is a must.