RTM Admin

 Published Date: June 21, 2021

Job Title:	RTM Admin
Experience:	1 to 3
Location:	Egypt, Cairo
Category:	Customer Service/Support, Operations/Management, Analyst/Research
Description:	Manage call volume, daily attendance, and program break schedules Manage non-productive time request process, ensuring activities are planned without impacting SLAs Monitor agent status in real-time and take action to keep workforce utilization optimal Responsible for achievement of schedule adherence, utilization & occupancy target Monitor and analyze key performance indicators and trends to forecast, reschedule, and adjust staffing levels. Track and compare forecasted and actual center statistics Evaluate adherence and take action to improve performance Collecting and disseminating data reports according to use Produce daily, weekly, and monthly internal and external reports, accurately and timely Using spreadsheets and/or build Power BI report to improve reporting efficiency, provide streamline reporting and help improve data analysis Create & maintain up-to-date work instructions and processes as per standards Work closely with the operations team to analyze and help improve their service delivery performance Ensure Ops team members are correctly mapped on ADA Assist with projects and other duties as requested or assigned
Qualifications:	Fluency in the English language Call center experience Reporting or WFM experience is a must Advanced skills in Excel & power query and intermediate PBI
Salary:	6000 to 70000
Contact:	Apply

Collected from:

Posted in Analyst/Research Customer Service/Support Operations/Management