Real Time Analyst-Egypt

Job Description

The Real Time Analyst is responsible for real-time and/or intraday management
of resources to ensure the correct number of agents at the right times are in
their seats to answer an accurately forecasted volume of chat, incoming calls,
emails at the desired service level or turn around time. Duties and
Responsibilities: - Coordinates appropriate staffing allocation and
availability of agents in order to achieve service level objectives. -
Monitors site/programs to ensure optimal staffing levels. - Adjust intraday
forecasts derived from understood business drivers to determine required
staffing levels by projecting call volumes, call duration, and required
staffing levels using current trends and historical data. - Administers
contingency action plans as deemed necessary and appropriate. - Runs and
analyzes reports with the result of making recommendations for adjusting
staffing levels to meet departmental productivity and profitability goals. -
Facilitates real-time discussionswith necessary stakeholders. - C

Qualifications

Our most successful candidates will have: - At least one-two years of
work experience as a Real Time Analyst - Attention to details - Ability to be
pro-active in developing trust and professional rapport with employees and
team members; work as a team-player - Strong analytical skills; be able to
interpret data, identify trends, and make suggestions for improvements -
Reliability in following through with commitments and responsibilities -
Ability to innovate and deploy data-driven business solutions - Ability to
manage and navigate a constantly changing business environment - Basic WFM
knowledge - Proficiency MS Excel