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RTM Analyst (E-Nable)

Nasr City, C. center

Job Details

Job Title:

RTM Analyst

Section:

RTM

Functional Level:

Entry

Department:

WFM

Sector

Business Excellence

Reporting Lines

Reporting Lines:

Reports directly to:

RTM Team Leader

No. of subordinates:

N/A

Job Purpose

Ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness conformance.

Job Responsibilities

  1. Monitors queue accuracy to achieve the required SLA percentage.
  2. Prepare Adherence and Conformance sheets
  3. Sends the contact center detailed report on time
  4. Prepares the deduction sheet
  5. Prepares the Absenteeism and Shrinkage sheet
  6. Monitors outliers’ agents
  7. Compares between WFT schedule and the intraday actual circumstances to make a forecast if needed
  8. Prepares Utilization and Occupancy sheet and give recommendation according to its numbers
  9. Updates the actual schedule daily.

.

KPIs (Key Performance Indicators)

  • Queues monitoring accuracy 10%
  • Prepares Adherence and Conformance sheets           . 10%
  • Sends the contact center detailed report on time. 10%
  • Prepares the deduction sheet. 10%
  • Prepares the Absenteeism and Shrinkage sheet. 10%
  • Monitor outliers’ agents. 5%
  • Compare between WFT schedule and the actual intraday to make a forecast if needed. 10%
  • Utilization and Occupancy data accuracy 5%
  • Updating the actual schedule daily by 10%
  • Daily Attendance 5%
  • Communication with Team members 10%
  • Communication with Management 5%

Competency Model

Core Competencies

Level
  1. Working Strategically
  2. Customer Orientation
  3. Critical Thinking
  4. Agility 
  5. Innovation
  6. Leadership

1
2
1
2
1
1

Technical competency level

Technical Competencies

Level
  1. Customer Experience
  2. Problem Solving
  3. Decision making
  4. Planning and strategy
  5. Staffing & Scheduling
  6. Data Analysis

B
B
B
B
B
B

Specifications: Qualifications, Experience, skills

Specifications (Qualifications, Experience and Skills):

Education                   

Specialization:

  • Bachelor’s degree in Business Administration, Commerce, or any related field.

Experience                 

  • Minimum 2 years of relevant working experience.

Languages                 

  • English: Good command of (Speaking, reading, and writing).
  • Arabic: Native command of (Speaking, reading and writing).

Conditions of Employment

  1. PPEs / Health, Safety, and Environment requirements: No
  2. Days Off: 2 Days/Week
  3. Working Days: 5 Days/week
  4. Working Environment: 98% standard office work & 2% out of office.
  5. Working Hours : From 9:00 AM till 5 PM.

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