- Monitor real-time call center metrics and key performance indicators (KPIs) to ensure optimal staffing and service levels.
- Analyze intraday call volume, agent adherence, and queue performance to identify trends and recommend adjustments.
- Coordinate with workforce management and operations teams to implement schedule changes and manage agent availability.
- Respond promptly to unexpected changes in call volume or staffing by reallocating resources as needed.
- Generate and distribute real-time performance reports to management and relevant stakeholders.
- Escalate critical issues impacting service levels or customer experience to supervisors and management.
- Assist in the development and refinement of forecasting and scheduling processes.
- Support the implementation of new technologies and tools to enhance real-time monitoring capabilities.
- Collaborate with training and quality assurance teams to address performance gaps.
- Maintain accurate records of intraday activities, incidents, and actions taken.
- IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.
1-2 years of experience in a call center, customer service, or workforce management environment.Strong analytical and problem-solving skills with a keen attention to detail.Proficiency in using workforce management software and real-time monitoring tools.Excellent communication skills, both verbal and written.Ability to work effectively in a fast-paced, in-office environment.Demonstrated ability to multitask and prioritize under pressure.Solid understanding of call center operations and key performance metrics.Flexibility to adapt to changing business needs and schedules.Proactive approach to identifying and resolving operational challenges.Strong teamwork and collaboration skills.