Call Center Rtm

4 months ago

المعادي, Egypt Future Group Full time

Be an Integral Part of Our Team as a Call Center Real-Time Manager at Future Group

Future Group, a leader in translation and localization services since 1994, is seeking a dedicated Real-Time Manager for our call center operation. With a presence across North & Latin America, Asia, Europe, and MEA, we offer a thriving environment for career advancement and impactful work in the fast-paced world of customer service.

**Why Join Future Group?**

**Role Overview**:
The Real-Time Manager plays a critical role in managing and optimizing call centre operations to ensure peak efficiency. This role demands a keen eye for details and an ability to manage real-time workforce adjustments, ensuring superb customer satisfaction and seamless call centre functionality.

**Key Responsibilities for a Call Center RTM**:
**Real-Time Monitoring and Management**:

- Continuously monitor call centre performance metrics and workforce management systems to respond promptly to fluctuations in call volume.
- Adjust staffing and schedules in real time to meet service level agreements (SLAs) and enhance customer experience.
- Utilise analytics to anticipate workload variances and proactively implement strategies to maintain operational efficiency.

**Customer Focus and Interaction**:

- Develop strategies to resolve customer inquiries promptly, ensuring high levels of satisfaction.
- Identify and escalate issues impacting customer service; act as a point of contact for urgent resolution.
- Collaborate with team leaders to ensure customer-centric approaches are upheld across all processes.

**Communication and Coordination**:

- Facilitate effective communication within the team and with external departments to ensure smooth operations.
- Report performance data to management, highlighting areas for improvement and recommending solutions.
- Conduct regular briefings with team managers to align on targets and operational changes.

**Technical Experience and Utilisation**:

- Leverage real-time management technology to optimise call centre output and make data-driven decisions.
- Ensure seamless system performance, troubleshooting minor technical issues swiftly to avoid disruption.
- Provide training to team members on the use of new technologies and processes.

**Essential Skills for Success**:

- Exceptional Time Management Skills: Ability to juggle multiple responsibilities and prioritize work efficiently.
- Strong Customer Focus: Commitment to exceeding customer expectations and resolving issues proactively.
- Excellent Teamwork and Collaborative Skills: Work effectively with colleagues and other departments.
- Robust Communication Abilities: Convey information clearly and persuasively, both verbally and in writing.
- Technical Acumen: Experience with workforce management and real-time monitoring tools is a plus.
- High English Proficiency: Strong command of the English language is necessary for effective communication.

**Qualifications**:

- 1+ years of working experience in a workforce management role, preferably within a call center or customer service environment.
- Responsibilities may include scheduling, forecasting, and real-time monitoring.
- Direct experience in monitoring and managing real-time performance metrics, such as service levels, queue times, and agent adherence.
- Familiarity with workforce management tools and dashboards.
- Experience in an operational role where quick decision-making and resource allocation are required.
- Exposure to managing day-to-day operations and ensuring compliance with service level agreements (SLAs)
- Hands-on experience with data analysis and reporting.
- Ability to interpret data to make informed decisions and provide actionable insights to management.
- Proven experience in effectively communicating with team members, supervisors, and other departments.

**Seize This Opportunity**
- Commit to excellence with Future Group and drive change today_

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