Coordinator RTM
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Job 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 :
- 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
- 9 months of employment in Talabat across Dispatch and SSC.
- At least 95 average KPIs in the past 6 months with clear warning letters/deduction history.
- Endyear Evaluation rating is 3 or above
Remote Work :
No
Employment Type :
Contract
Key Skills
- Corporate Risk Management
- Electronics
- Infection Control
- Bakery
- ELV
- Accident Investigation
About Company
As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more
