General Information

Location
Cairo
Job ID
3557
Job Category
Operations
Language Requirement
English

Description & requirements

Description

Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc.

An exciting opportunity with this dynamic and fast-growing business awaits the right candidate in the role of RTA.

What's in it for YOU!

-Best salary in the market

-Transportation provided

-Medical and social insurance

-Location is in Smart village

Job Description

Position: Real-Time Manager

Department: Global Workforce

Reports to: Senior Real-Time Manager


Mission

Our mission is to achieve Transcom's goals by:

  • Talented, experienced, and committed people, who deliver outstanding customer experiences across a multitude of channels.

  • Innovative technology for capturing, processing, and analyzing customer intelligence.

  • Continuously improved processes, working methods, and systems, for serving customers and advising clients.

  • Deep understanding of customer trends, needs, and behavior.



Functional relationships


Role Overview:

The Real-Time Manager plays a crucial role in ensuring operational efficiency and performance within a contact center environment. They lead a team of Real-Time Analysts in optimizing contact center performance in real-time. This includes ensuring target reachability, analyzing performance, and executing improvements. Providing coaching and development to analysts, analyzing data for trends, and implementing strategies to meet service level agreements and operational targets are essential. Additionally, overseeing performance metrics, collaborating across departments for process improvements, and identifying opportunities for overall service level enhancement are key responsibilities.

Functional responsibilities:

  • Lead a team of real-time analysts to monitor and optimize contact center performance in real time.

  • Monitor and ensure target reachability of your team. Analyze performance, determine suitable recommendations, and execute improvements.

  • Provide coaching, feedback, development, and performance evaluations to real-time analysts.

  • Analyze complex data sets to identify trends, patterns, and opportunities for improvement.

  • Develop and implement strategies to ensure adherence to service level agreements (SLAs) and operational targets.

  • Oversee the real-time monitoring and analysis of contact center performance metrics.

  • Collaborate with workforce management, operations, and other departments to implement process improvements and enhance efficiency.

  • Collaborate with Contact Center Management to identify opportunities for overall improvement of service levels, key performance indicators, and resource utilization. Profile required
    Professional qualifications/Specific knowledge: - Preferably a university graduate (external), or at least with a secondary school diploma.

    - Knowledge/Specific training in Results Analysis Systems and/or Applied Statistics is an advantage. Information technology: - Google package: Spreadsheets. Excel. High Level; Word. Intermediate-High Level; Presentations. PowerPoint Intermediate-High Level; - Communication. Email: Intermediate/High level. - Solid functional application knowledge in the Alvaria WFM Languages:

    - English: C1/B2

Skills profile and required levels (core competencies):


  • Leadership: Ability to lead and motivate a team of real-time analysts to achieve performance goals.

  • Analytical Skills: Proficiency in analyzing complex data sets to identify trends, patterns, and opportunities for improvement.

  • Communication: Strong verbal and written communication skills to effectively convey performance metrics, recommendations, and strategies to stakeholders. Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing, adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates).

  • Problem-Solving: Capability to identify and resolve issues impacting contact center performance in real-time.

  • Time Management: Skill in managing time effectively to prioritize tasks and meet deadlines in a fast-paced environment. Required to work flexible hours/shifts.

  • Technical Proficiency: Familiarity with real-time monitoring tools, contact center software, and data analytics platforms.

  • Collaboration: Ability to collaborate across departments, including workforce management, operations, and IT, to implement process improvements and enhance efficiency.

  • Adaptability: Capacity to adapt to changing priorities, technologies, and business needs.

  • Performance Management: Experience in providing coaching, feedback, and performance evaluations to real-time analysts to drive continuous improvement.

  • Customer Focus: Commitment to ensuring service level agreements (SLAs) are met and delivering excellent customer service through real-time monitoring and analysis.



Motivational aspects - The profile which must be presented by employees:


  • Flexible, ability to adapt quickly to change.

  • Must have good organization and time management skills.

  • Be inspiring and enthusiastic for your environment.

  • Be influential and prepared to make decisions to optimize business performance and to be able to see the connection to commercial terms.

  • Able to deal with difficult situations & conflicts.

  • Motivated by analytical and systematic work, with a predisposition for team management and interdepartmental coordination.

  • Remain motivated and keep a positive attitude under pressure.


Previous experience:


  • External selection: Minimum 2+ years experience as a Real-Time Analyst or in the performance of similar functions, and experience in companies belonging to the Contact Centre sector is an advantage.

  • Internal promotion: May originate from the post of Real-time analyst role with a minimum one year experience. May also originate from any post if he/she complies with the required profile.

What Life at Transcom is like!

Join the positive vibes, Join Transcom family!


“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”