Associate , Real time Management

Associate , Real time Management

الوصف الوظيفي

Job Title:

Associate , Real time Management

Job Description

Job Description:

Are you an analytical puzzle-solver with sensitivity and tact? Are you a natural for having a keen eye for details and accuracy? The Call Real Time Analyst (RTA) is a key member of the WFM team, who will be responsible to ensure customer and business expectations are met. Responsibilities of the RTA will also include monitoring the customer service rep calls and service levels.

• Manage Real Time exceptions in a large call center/ BO environment
• Reports Attendance and Shrinkage figures.
• Provide communication to and from Operations and other support departments for escalation of service-impacting issues
• Oversee call flow, real time, through workforce management tool(i.e. EIX).
• Monitor intra-day call and work volume as compared to forecast.
• Completes real time activities related to staffing.
• Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
• Ensures that service level reports are accurate and are scanned for issues, abnormalities, and reports perceived concerns to the Team.
• Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)
• May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)
• Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
• Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Maximize efficiency and occupancy while meeting service objectives
• Recognizes and recommends operational and support improvements

Location:

Egypt, Cairo RHQ

Language Requirements:

English (Required)

Time Type:

Full time2022-09-23-07:00

الوصف الوظيفي

تفاصيل الوظيفة

منطقة الوظيفة

مصر

قطاع الشركة

خدمات الدعم التجاري الأخرى

طبيعة عمل الشركة

غير محدد

نوع التوظيف

غير محدد

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

غير محدد

تفاصيل الوظيفة