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Intraday Specialist (Real Time Management Specialist)

Majorel Egypt
Full-time
On-site
Cairo, Cairo Governorate, Egypt

Wir suchen für unseren Standort in Cairo

Intraday Specialist (Real Time Management Specialist)

  • Monitor and ensure agents’ adherence to the schedule and breaks.
  • Calculate the absence rate.
  • 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.
  • Continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
  • Evaluate daily staffing needs based on unplanned events or excel call volume during peak times and make adjustments to compensate for variances.
  • Manage Emails and communicate with operations and the other departments.
  • Monitor the Queue and Provide real-time feedback to the management
  • Responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval.
  • Intraday management of requests for scheduled activities (Meetings, Trainings, Outbound Campaigns, Coaching, etc.).
  • Send and/ update agents’ schedule.
  • Check on the Skill Group status, take the necessary action if needed.
  • Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
  • Communicate changes to scheduling to ensure suitable daily resource coverage.
  • Ensure staffs are aligned on shifts that match business need, provide recommendations.
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Handling start dates, end dates, rejoining ...etc. and updating them on the schedule.
  • Send regularly reports to the clients.
  • Handling agents’ requests annual leaves swap and adherence according to the forecasting and scheduling plan.
  • Tacking action during the day when actual performance is significantly different than assumptions used to create the forecast or schedule. 

·         Ensure understanding & compliance with company vision mission and values and follow regulatory policies & procedures.

  • Performs miscellaneous job-related duties as assigned.
  • Bachelor's Degree.
  • Level of English: Good Level.
  • Experience in Call Center Minimum 6 months /1year.
  • Very Good in MS office.
  • Good Business Writing Skills.
  • Very Good at Excel.
  • Good Presentation Skills.
  • Documentation skills.
  • Good Analytical Skills and Provide results.
  • Understanding the nature of the call center industry.
  • Problem-solving & Decision making skills.
  • Verbal and written communication skills
  • Leadership Skills.
  • Attention to Details
  • Organizing and Time Management
  • Multitasker

 

Ein großes Team freut sich auf dich. Bewirb dich einfach hier.

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Majorel Egypt | Personalabteilung | Irene Romany


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