Intraday Specialist

Job Title:	Intraday Specialist
Education:	Bachelor’s Degree
Location:	Egypt, Cairo
Category:	Customer Service/Support, Operations/Management, Analyst/Research
Description:	Work directly with the clients’ Requirements and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections. Monitor and ensure agents’ adherence to the schedule and breaks. Create scheduling matrices that ensure achievement of service level, schedule adherence, and other financially impacting goals, using projections and/or historical information. Calculate the absence rate. Check on the Skill Group status, take the necessary action if needed. Check the telephone system status and report call errors. Send and/or update agents’ schedules. Prepare internal reports and analyses. Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency. Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency. Continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
Qualifications:	Very good to excellent English. Males & Females. Good communication skills. Documentation skills. Good Problem Solving. Good Analytical Skills. Very Good knowledge of MS office (Excel).
Contact:	Apply

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