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Intraday Specialist

ECCO

Posted on October 9, 2019

1 - 2 years Alexandria - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Work directly with the clients Requirements and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
• Monitor and ensure agents adherence to the schedule and breaks.
• Create scheduling matrices that ensure achievement of service level, schedule adherence, and other financially impacting goals, using projections and/or historical information.
• Calculate the absence rate.
• Check on the Skill Group status, take the necessary action if needed.
• Check the telephone system status and report call errors.
• Send and/or update agents schedules.
• Prepare internal reports, and analysis.
• Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency.
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
• Continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources


Administration

Desired Candidate Profile

A bachelor s degree is required.
• Call center Background.
• Level of English: Good.
• 6 months call center experience.
• Very good at Excel.
• Analytical Skills.
• Analyzes Information.
• Generates Solutions.
• Teamwork and Cooperation.
• Communication Skills.
• Problem-solving and decision-making skills.

Keywords

Intraday Specialist

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ECCO


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