الرئيسية / الوظائف / 14855 مشاهدة01 أغسطس 2021


RTM Specialist - Proper Business Solutions - STJEGYPT



RTM Specialist - Proper Business Solutions - STJEGYPT

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Work Type : Full Time
Experience : 0-3 Years




Gender : male and female
Salary: 5000 - 6000 k
Salary Type : Net Salary
Location: Cairo.eg


Job Description

The Specialist is required to adhere to the following :


Executes plans and ensures effective implementation of schedules.

Administers Call Center Agents  scheduling.

Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.

Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.

Create and deliver daily, weekly and monthly reports.

Communicate changes to scheduling to ensure suitable daily resource coverage.

Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.

Manage non-productive time request process, ensuring activities are planned without any negative impacting 

Responsible for ensuring that operations are performing according to key call center performance metrics.

Responsible for ensuring that optimum service levels are achieved on a daily, weekly and monthly basis in order to drive up service level consistency.

Hourly Intervals Management

Updating the Automated Intervals Sheet

Hourly Flags (Detecting patterns of lack of production)

Dialer Reports

Working Hours: 9 hours starting from 4-5-6 PM including a 1-hour break


Operational Days: 5 Days a week with 2 Days off


Shifts: Mon-Fri fixed


Benefits:


Paid Training.

Internal Promotions depending on the performance.

Social Insurance.

Monthly Events.


Job Requirements

2 years in Data Analysis & Real-Time Management

English level: B2-C1

Bachelors degree

Microsoft Excel/Office Certification is a plus

Familiar with Google Sheets

Macros on both Excel and Google Sheets

Must have a background in the Call Center Industry 


Apply from here

للمزيد من الوظائف فى تخصص

Call center


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