Real Time Analyst

Cairo - Egypt

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Required Language
English

Employment Type
Full time

Contract Type
Permanent

Description

JOB TITLE: RTM Analyst

PURPOSE OF JOB

The mission of the Real Time Analyst is to monitor actual vs. plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI

Key Responsibilities

Collect relevant program information about KPIs/BTP (Expectations)
Collect information about What if Scenarios/Alert mechanisms/Escalation guidelines for the account.
Monitor queue.
Manage skills.
Situation management
BCP situations: Downtime System issues etc.
Routing issues (client side)
Volume allocation (Load balancing client side)
Planned to deliver governance (Service KPIs Handling capacity Shrinkage Handle time Line adherence)
Send Staffing Outlook for presentday 1 day at the start of shift to share projected plan.
Midday reforecast to share plan vs. actual delivery and revised O/U based on trends and run rate
Update shrinkage segments in the WFM tool
Flagging agents out of adherence via Chat rooms/extensions/radios
Shrinkage reports
Skill/Account level Interval report
Agent level report
RCA report
Schedule adherence report

Core Competencies

Communication
Analysis
Customer Focus
Attention to Details
Problem solving

Required Experience:

Required LanguageEnglishEmployment TypeFull timeContract TypePermanentDescriptionJOB TITLE: RTM AnalystPURPOSE OF JOBThe mission of the Real Time Analyst is to monitor actual vs. plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achi...