Coordinator Rtm

7 days ago

مصر, Egypt Talabat Full time

Role Summary
- RTM Analyst is responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.
- What’s On Your Plate?- Executes plans and ensures effective implementation of schedules.-
- Administers Call Center Agents’ scheduling.-
- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.-
- Reconciles daily attendance with agents schedule and time in/out reporting in coordination with the Team leader.-
- Create and deliver daily, weekly and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage.-
- Maintain a running report of attendance records.-
- Schedule measures for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.-
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.-
- Ability to facilitate daily operations updates.-
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs - Perform any additional related tasks.- What Did We Order?- Very good People Management & Leadership skills-
- Required skills, expertise & knowledge:- Functional Level: Proficiency in MS office software. Good Business Writing Skills.  Good Presentation Skills. Good Analytical Skills-
- Business Level: Understanding the nature of the call center industry. Understanding “Talabat & Otlob“ Culture and Values. Good understanding of workforce management methodologies.-
- Interpersonal Level: Organizing and Time Management. Good Communication Skills. Dynamic. Ability to work under pressure. Team Player. Initiative. Attention to Details - Ability to handle Multiple Tasks-
- Problem Solving: Analytical Skills-
- Educational Background: Bachelor’s Degree in relative field-
- Language Skills: - Arabic language is mandatory. Proficient in English Language.

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