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Workforce Analyst (RTM) - Call Center

Raya Customer Experience
Cairo, Egypt
Posted 4 years ago
149Applicants for5 open positions
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Job Details

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Job Description

  • Executes plans and ensures effective implementation of schedules. 
  • Administers Call Center Agents’ scheduling. 
  • Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
  • Reconciles daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader. 
  • Create and deliver daily, weekly and monthly WFM reports. 
  • Communicate changes to scheduling to ensure suitable daily resource coverage. 
  • Maintain running report of attendance incidents. 
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. 
  • Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
  • Ability to facilitate Daily Operations updates. 
  • Manage non-productive time request process , ensuring activities are planned without impacting SLAs 
  • Reports the operational violations to HR to implement CC Code of Conduct. 
  • Perform any additional related tasks. 

Job Requirements

  • Minimum 1 Year experience as a RTM Analyst.
  • Excellent in Excel.
  • Ready to move to any of RCC sites “including Hurghada site”.
  • Excellent communication skills.

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