Workforce Management Analyst (RTA)
Cairo, EgyptPosted 3 years ago55Applicants for4 open positions
- 18Viewed
- 9In Consideration
- 6Not Selected
Job Details
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Job Description
- Responsible for monitoring call center agents to evaluate their performance and ensure excellent customer service.
- Ensure workforce planning and attainment;
- Ensure compliance with Internet Protocol Automatic Call Distribution (“IPACD”) / Call Center Manager Portal (“CCMP”) routing processes;
- Provide weekly staffing pipeline report and attend staffing calls; and
- Manage scheduling using approved/provided software with real time accessibility during all hours of operation of a facility.
Job Requirements
- 1 year of experience (at least) as a Workforce Management Analyst,
- Fluency in the English Language is Essential (C/1)
- Flexible with rotational shifts, night and overnight shifts.
