Real Time Analyst - WFM

Confidential Company - Maadi, Cairo

Applicants for
3 open positions
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
3 open positions
About the Job
  • Monitor Real Time adherence/staffing, call statistics, and communicate with management team to ensure on/off phone activity is managed efficiently throughout the day.
  • Monitoring of sick line, tardiness, PTO, etc & entering Real Time exceptions into scheduling software (absences, tardiness, meetings, projects, coaching, overtime, etc...)
  • Monitor program key performance indicators and adherence to goals on an interval, daily, weekly and monthly basis (service level, occupancy, Abandonment, ASA, AHT, etc).
  • Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management.
  • Monitor intra-day call volume and staffing to ensure call volume is compliance to forecast agreements
  • Coordinate with off-site and/or offshore teams to ensure consistent flow of communication with call center site and support assets (WFM, scheduling)
  • Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures
  • Accepts other duties as assigned
Job Requirements
  • 2+ years of WFM experience in a multi-channel call center
  • Excellent business analysis, communication and documentation skills
  • Extremely proficient in contact center specific Workforce Management concepts and tools, specifically IEX Workforce Management Solution and Avaya CMS
  • Advanced knowledge of PCs and related software such as Excel and Word
  • Ability to deliver results in a fast paced and dynamic environment
  • Ability to present a professional image and demeanor to internal and external customers
  • Ability to communicate effectively both orally and in writing with internal and external customers
  • In-depth familiarity with contact center operations is essential
  • Experience with workforce management tools (e.g. Blue Pumpkin, Verint, Aspect, IEX) environment