Our Job Offers

Location: Maadi

Grade: 7

Department: Operational Supporting Functions 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

Language: English level B2.

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the previous 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the previous 3 months.

Job Responsibilities

• Executes plans and ensures effective implementation of schedules. 
• Administers Call Center Agents’ scheduling. 
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
• Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly, and monthly WFM reports. 
• Communicate changes to scheduling to ensure suitable daily resource coverage. 
• Maintain running reports of attendance incidents. 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
• Ability to facilitate Daily Operations updates. 
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
• Reports the operational violations to HR to implement the CC Code of Conduct. 
• Perform any additional related tasks.
  

Grade: 7

Department: Supporting Functions 

Reporting to:  Specialist 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

Language Needed: English A2

Job Responsibilities

• Executes plans and ensures effective implementation of schedules. 
• Administers Call Center Agents’ scheduling. 
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
• Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly, and monthly WFM reports. 
• Communicate changes to scheduling to ensure suitable daily resource coverage. 
• Maintain running reports of attendance incidents. 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
• Ability to facilitate Daily Operations updates. 
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
• Reports the operational violations to HR to implement the CC Code of Conduct. 
• Perform any additional related tasks.
  

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: WFM/RTM 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist

KEY RESPONSIBILITIES

 Executes plans and ensures effective implementation of schedules. 

 Administers Call Center Agents’ scheduling. 

 Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 

 Reconciles daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader. 

 Create and deliver daily, weekly and monthly WFM reports. 

 Communicate changes to scheduling to ensure suitable daily resource coverage. 

 Maintain running report of attendance incidents. 

 Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. 

 Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 

 Ability to facilitate Daily Operations updates. 

 Manage non-productive time request process , ensuring activities are planned without impacting SLAs 

 Reports the operational violations to HR to implement CC Code of Conduct. 

 Perform any additional related tasks.

INTERPERSONAL SKILLS:  Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS:  Analytical – Computer