Real Time Management Specialist

4 days ago


مصر, Egypt elmenus technologies Full time

Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to the Customer support Team.
- Coordinate with Scheduling Analyst to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
- Work closely with the Customer support Team’s management to assist them in enforcing schedule adherence and call time threshold guidelines.
- Inform the Customer support Team’s management so decisions can be made regarding OT and off-queue activities with up-to-the-minute daily statistics.
- Provide historical reporting compilation as required by the Customer support Team’s management.
- Manage shift swaps between agents according to requests received.
- Provide attendance reports to WFM team to run the payroll operations in a timely manner.
- 1-2 years of experience as an RTM Specialist.
- Bachelor's degree in business administration or related fields
- Flexibility with rotational shifts and rotational working hours.
- Strong Analytical Skills are required to critically assess situations and make decisions in real-time
- Very good command of English language.
- Professional Multi-tasker.
- Proficiency in using CRM systems and Microsoft Office.
- Excellent problem-solving and decision-making skills.



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