Real Time Management Specialist

  • Live Operations
  • Maadi, Egypt

Real Time Management Specialist

Job description

Job Description

  • 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.

Requirements

  • Up to 1 year of proven 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.