RTM Coordinator
RTM Coordinator
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Job Description
Role Summary
RTM Analyst is responsible for ensuring that operations are performing according to key call center performance metrics such as service level adherence absenteeism utilization AHT FTE occupancy Tardiness & conformance. Handling realtime and historical data.
Whats On Your Plate
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.
Reconciles daily attendance with agents schedules and time in/out reporting in coordination with the Team leader.
Creates and delivers daily weekly and monthly WFM reports. Communicate changes to scheduling to ensure suitable daily resource coverage.
Maintains a running report of attendance records.
Schedules measures for continuous improvement including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support to operations and proposes recommendations or solutions to enhance efficiency as needed.
Facilitates daily operations updates.
Manages nonproductive time request process ensuring activities are planned without impacting SLAs Perform any additional related tasks.
Qualifications :
What did we order
Proficiency in MS Office software. Good Business Writing Skills.
Good Presentation Skills.
Good Analytical Skills
Good Communication Skills.
Dynamic. Ability to work under pressure. Team Player.
Initiative.
Attention to Detail
Ability to handle Multiple Tasks
ProblemSolving: Analytical Skills
Educational Background: Bachelors Degree in a related field
Professional Experience: 1 Year of work Experience in the call center industry.
Proficient in the English Language.
Additional Information :
Must be based in Egypt (Egyptians only)
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
