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RTM Specialist - Work From Home
drjobs RTM Specialist - Work From Home العربية

RTM Specialist - Work From Home

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2 Vacancies
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Jobs by Experience

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2 - 3 years

Job Location

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Cairo - Egypt

Monthly Salary

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Not Disclosed

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Salary Not Disclosed

Nationality

Egyptian

Gender

N/A

Vacancy

2 Vacancies

Job Description

Req ID : 589093

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

Job Requirements

  • 2 years in Data Analysis & Real-Time Management
  • English level: B2-C1
  • Bachelor's 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

Employment Type

Work From Home

Company Industry

Call Center / BPO / KPO / Outsourcing

Department / Functional Area

Helpdesk / Customer Service / Telecalling

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