Shift Coordinator

4 weeks ago


Cairo, Egypt Tabby Full time
  • 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

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