German Real Time Analyst

Foundever

Employer Active

Posted 2 hrs ago

Experience

1 - 7 Years

Job Location

Egypt - Egypt

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Need to work on multiple clients using a variety of tools to monitor & report performance
  • Create and use standard templates to ensure consistent & accurate reporting
  • Communicate actively with various groups to share call outs/deviations

The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.

  • Collect information for RTM
    • Collect relevant program information about KPIs/BTP (Expectations)
    • Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
  • Queue management (within the interval)
    • Monitor queue
    • Manage skills
    • Situation management
    • BCP situations: Downtime, System issues, etc.
    • Routing issues (client side)
    • Volume allocation (Load balancing client side
  • Intraday management (throughout the day)
    • Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
    • Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
    • Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
  • Schedule Adherence (Agent level)
    • Update shrinkage segments in WFM tool
    • Flagging agents out of adherence via Chat rooms/extns/radios
  • Reporting
    • Shrinkage reports
    • Skill/Account level Interval report
    • Agent level report
    • RCA report
    • Schedule adherence reports

Desired Candidate Profile

Previous call center experience required

Previous Work Force Management experience is amust

Company Industry

  • IT - Software Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • German Real Time Analyst

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Foundever

About Us

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we re the team behind the best experiences for +800 of the world s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Read More

https://jobs.foundever.com/job/Cairo-German-Real-Time-Analyst-Cair/1383703100/