Coordinator Rtm

When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years. Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce. Role Summary Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, occupancy, tardiness, conformance & handling real time. 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 agent’s schedule and time in/out reporting in coordination with operations. - Create and deliver daily, weekly and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage. - Maintain running report of attendance incidents. - Provide analytical support to operations and propose recommendations to enhance efficiency as needed. - Manage non-productive time request process, ensuring activities are planned without impacting SLAs. - Perform any additional related tasks. What Did We Order? - No active warning letter for last 6 months. - 80% average KPIs during last 3 months. - Doesn’t exceed 5% absenteeism during last 3 months. - Organizing and Time Management. - Good Communication Skills. - Attention to Details. - Good understanding of workforce management methodologies. - Good Business Writing Skills. - Good Presentation Skills. - Good Analytical Skills.