Workforce Management Specialist ...
Downtown, Cairo
Workforce Management Specialist (RTM)
Downtown, CairoPosted 6 minutes ago1 open position
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Job Details
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Job Description
Responsibility typically involves monitoring and managing call center operations in real-time to ensure service levels are met by analyzing live performance metrics and taking immediate action to address staffing gaps, unexpected call volumes, or performance issues. Key responsibilities include scheduling agents, using predictive models to minimize staffing discrepancies, coordinating with team leaders, escalating risks, and providing hourly reports on key performance indicators (KPIs) like service levels and adherence.
Job Requirements
Required skills, expertise & Knowledge:
Functional Level:
- Proficiency in MS Office software.
- Good Business Writing Skills.
- Good presentation skills.
- Good Analytical Skills
Business Level:
- Understanding the nature of the call center industry.
- Understanding Raya Culture and Values.
- Basic knowledge of COPC standards & approaches.
- Good understanding of workforce management methodologies.
Interpersonal Level:
- Organizing and Time Management
- Good Communication Skills
- Dynamic
- Ability to work under pressure
- Team Player
- Initiative
- Attention to Details
- Ability to handle multiple tasks.
- Ability to handle ambiguity and change, problem solving:
- Analytical Skills Educational Background:
- Bachelor’s Degree.
Professional Experience:
- 2+ years of work experience in the call center industry.
Language Skills:
- Very good in English.
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