Real Time Analyst

؜ - ؜Cairo ؜ -

Job details

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 present-day +‎1 day at the start of shift to share projected plan.
* Midday re-forecast 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


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Job Summary

  • Advertiser: Foundever
  • Announcement date: 14/10/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Cairo
  • Salary: -
  • Phone number: -

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