Real Time Management Specialist
Centro -
Maadi, CairoPosted 2 years ago24Applicants for1 open position
- 14Viewed
- 4In Consideration
- 9Not Selected
Job Details
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Job Description
- Monitoring contact volumes, AHT, and Service Level against the 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 demographical restrictions.
- Maintaining a top-level view of adherence - challenge any adherence issues with Team Leaders. Ensure 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 trends and taking the necessary actions to maintain queue stability and achieving client requests.
- 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 the 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 exception 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
- Fluent English.
- Intermediate knowledge of RTM Management and related calculations.
- Intermediate knowledge of various forecasting/scheduling/productivity software.
- Strong organizational skills.
- Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
- Ability to communicate data/forecasts to all levels of employees in an understandable fashion.
- Ability to work independently with minimal supervision.
- The capability of Problem Solving.
- Power BI basic Knowledge.
- SQL basic knowledge.