Job Description :
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
Key Responsibilities:
Executes plans and ensures effective implementation of schedules.
Reconciles daily attendance with agent s schedule and time in/time 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 running report of attendance incidents.
Use accuracy of schedule measurements 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 nonproductive time request process ensuring activities are planned without impacting SLAs Reports the operational violations
Perform any additional related tasks.
Job Requirements:
1 to 2 years experience in same position
Bachelor’s degree in any stream
Fairly good understanding of Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Overtime and FTE’s)
Technical Skills - Excellent MS Excel, Power Point
Excellent analytical and mathematical skills
Reporting skills is a plus
Flexibility to work in shifts
to start asap, pls send your CV to
Youssef.magdy1989@gmail.com
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