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Real Time Management Specialist

Centro
Maadi, Cairo
Posted 2 years ago
24Applicants for1 open position
  • 14Viewed
  • 4In Consideration
  • 9Not Selected
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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.

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