Real Time Analyst

6 days ago

Cairo, Cairo, Egypt ETISAL International Group Full time 120,000 - 240,000 per year

Company Description

ETISAL International Group, a leading Business Process Outsourcing (BPO) company in the Middle and Far East, specializes in delivering high-value, distinct, and innovative BPO services. With an unwavering commitment to customization, ETISAL tailors solutions to meet unique customer needs, helping clients focus on their core businesses. The company emphasizes transparency, flexibility, integrity, and the adoption of state-of-the-art technologies to exceed client expectations. ETISAL's global presence and understanding of diverse cultures ensure they effectively serve partners across various industries.

Role Description

This is a full-time on-site role for a Real Time Analyst, based in Cairo, Egypt. The Real Time Analyst will be responsible for monitoring and managing real-time contact center performance, performing workforce management tasks, analyzing call patterns and workforce trends, and ensuring compliance with service level agreements. Day-to-day tasks include adjusting schedules, communicating with team leaders regarding performance metrics, and utilizing eWFM tools to optimize workforce efficiency.

Qualifications

  • Strong analytical skills and experience in workforce management

  • Proficiency in workforce planning and eWFM tools

  • Excellent communication skills

  • Ability to work on-site in Cairo, Egypt

  • Attention to detail and strong problem-solving capabilities

  • Bachelor's degree in technical education is required

  • Experience in BPO (Business Process Outsourcing) is required

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