Are you a master of real-time agility, passionate about optimizing performance and driving efficiency in a dynamic call center environment? If so, we have an incredible opportunity for you to join our team as a Real-Time Analyst (RTA) - Workforce Management (WFM)! Based in vibrant Cairo, Egypt, this on-site role offers a chance to make a significant impact on our customer service operations.

As an RTA - WFM, you will be the crucial link between forecasted plans and actual performance, ensuring we have the right people in the right place at the right time. You will be responsible for monitoring real-time performance, identifying trends, and making proactive adjustments to optimize staffing levels and maximize service delivery. This role demands a keen eye for detail, strong analytical skills, and the ability to thrive in a fast-paced environment.

Key Responsibilities:

• Monitor real-time call center performance against key performance indicators (KPIs) such as service level, abandon rate, and average handle time.
• Analyze real-time trends and patterns to identify opportunities for improvement.
• Make real-time adjustments to staffing levels to optimize service delivery and minimize wait times.
• Communicate effectively with stakeholders to provide updates on performance and recommendations for improvement.
• Generate reports and dashboards to track performance and identify areas for optimization.
• Utilize Data Analytics and METRICS to inform decision-making.
• Leverage Microsoft Excel to manipulate and analyze data.
• Apply Real Time Management (RTM) techniques to optimize workforce performance.

Growth Opportunities:

We are committed to investing in our employees' growth and development. As an RTA - WFM, you will have the opportunity to expand your skills in workforce management, data analysis, and leadership. We offer ongoing training and mentorship programs to help you reach your full potential. Advance your career within our BPO organization!

Team & Culture:

Join a supportive and collaborative team of professionals who are passionate about delivering exceptional customer service. We foster a culture of innovation, continuous improvement, and teamwork. We believe in recognizing and rewarding hard work and dedication.

Impact:

Your work will directly impact our ability to provide outstanding customer service and achieve our business goals. You will play a critical role in optimizing our workforce and ensuring that we are always prepared to meet the needs of our customers. Be a driving force in our Call Center operations!