Details
Required Experience 3 years
Department Customer Operations
Career LevelSenior
Position Location Cairo
Skills
Analytical Skills
English
Requirements and responsibilities
tasks, including: analyzing center and agent historical performance;
generating and overseeing schedules and schedule adherence; preparing and
distributing intraday operational and client reporting; monitoring WFM key
performance indicator (KPI) metrics to ensure all goals are being met;
managing dialing campaigns.
Specific duties include:
* Administration of WFM system
* Track, analyze and report performance
* Manage employee information changes
* Manage scheduling process
* Communicate with management and operations team to ensure compliance with client and company dialing standards
* Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately
* Address associates as it pertains to occupancy
* Subject to fill-in for other departments based on business needs
* Perform other duties and assignments as directed
Requirements:**
* Ability to effectively communicate with multiple levels of managements
* Strong analytic skills
* Self-motivated and dependable - must excel in a minimally managed position
* 1 year experience in workforce management position or RTM related field
* Excellent communication in English as for direct client communication
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