Coordinator RTM

talabat

ROLE SUMMARY

RTM Analyst is 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.

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 agents' schedules and time in/out reporting in coordination with the Team leader.

• Creates and delivers daily, weekly, and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage.

• Maintains a running report of attendance records.

• Schedules measures for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

• Provides analytical support to operations and proposes recommendations or solutions to enhance efficiency as needed.

• Facilitates daily operations updates.

• Manages non-productive time request process, ensuring activities are planned without impacting SLAs - Perform any additional related tasks.

WHAT DID WE ORDER?

• Bachelor degree in Business or any relative

• Proficiency in MS Office software. Good Business Writing Skills.

• Good Presentation Skills.

• Attention to Detail

• Ability to handle Multiple Tasks, Problem-Solving and Analytical Skills

• Professional Experience: 1 Year of work Experience in the call center industry.

• B1-B2 in the English proficiency.