Real-Time Shift Coordinator

About us

Tabby creates financial freedom in the way people shop, earn and save by
reshaping their relationship with money. Over ‎4,500,‎000 active users choose
Tabby to stay in control of their spending and make the most out of their
money.
Over ‎15,000 global brands and small businesses, including H&M, Adidas, IKEA,
SHEIN, noon, and Bloomingdale's use Tabby's technology to accelerate growth
and gain loyal customers by offering flexible payments online and in stores.
Tabby is active in Saudi Arabia, UAE, Egypt and Kuwait and backed by leading
investors including Sequoia Capital India, STV, PayPal Ventures, Mubadala
Investment Capital, Arbor Ventures and others.
About the role
The Real-Time Shift Coordinator is responsible for monitoring and analyzing
real-time contact center performance to ensure optimal staffing levels and
service levels are met. This includes monitoring call volume, agent
availability and other key metrics to make real-time adjustments to staffing
and scheduling as needed. The Real-Time Shift Coordinator also provides
regular reports and analysis to management to help identify trends and
opportunities for improvement. The Real-Time Shift Coordinator will report to
the WFM manager and work closely with the customer support team to ensure that
customer support is delivered in a timely and efficient manner.
Duties and Responsibilities:
* Monitor and manage the real-time contact center performance and make staffing adjustments as needed to meet service level goals
* Taking action during the day when actual performance is significantly different from the assumptions used to create the forecast and/or schedule
* Re-planning staffing and scheduling for the near-term period
* Create shifts and breaks schedule for all customer support agents on weekly basis via WFM system taking into account the needs of businesses and agents' preferences
* Analyze call volume, agent availability, adherence and other key metrics to identify trends and opportunities for improvement
* Provide regular reports and analysis to management on contact center performance
* Monitor the relevance of agents' profile, skills and attendance
* Collaborate with workforce management team to ensure accurate forecasting and scheduling
* Collaborate with other departments to ensure alignment of staffing and scheduling with business needs
Qualifications and Requirements:
* Bachelor's degree in a relevant field (e.g. math, statistics, business)
* ‎2+ years of experience in customer support or a related field
* Proficiency in WFM system and Microsoft Excel
* Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
* Knowledge of contact center processes and metrics
* Strong analytical and problem-solving skills
* Strong communication and collaboration skills to work effectively with cross-functional teams

What you can expect

• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.


• A working environment that gives you autonomy and responsibility from day one.


• You should be comfortable with the idea that the quality of your work will influence the shape of your career.


• Participation in company's employee stock options program.


• Health Insurance
  We are passionate about creating an inclusive, high-performing workplace that
  gives people from all backgrounds the support they need to thrive, grow and
  meet their goals (whatever they may be).
  If this sounds exciting to you, we'd love to hear from you!