Khaled Fayez Alloulou

RTM Analyst - Workforce (Inbound - Outbound)Full Time

• Job Details:-Responsible for RealTime Monitoring. -Responsible for Managing the agent's Performance and adherence. -Responsible for Managing the Outages. -Responsible for creating all needed sheets for performance, Manpower sheets, adherence sheets, and Trackers. -Responsible for developing Forms. -Responsible for creating schedules & breaks. -Responsible for preparing daily, weekly and monthly reports. -Responsible for creating action plans & Motivational Plans. -Responsible for setting process. -Responsible for dealing with CCM’s reports. -Responsible for gathering the important data in an advantageous extractable view. -Responsible for implementing and improving call center tools (QueueMetrics & PBX). -Responsible for linking Google sheets. -Responsible for Analyzing the data on Team Leaders level to improve teams performance. -Responsible for Power Query sheets. -Supporting MIS Analysis reports.