ROLE SUMMARY

RTM Analyst is responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real-time and historical data.

WHAT’S ON YOUR PLATE?

• 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' schedules and time in/out reporting in coordination with the Team leader.

  
  
  

• Creates and delivers daily, weekly, and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage.

  
  
  

• Maintains a running report of attendance records.

  
  
  

• Schedules measures for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

  
  
  

• Provides analytical support to operations and proposes recommendations or solutions to enhance efficiency as needed.

  
  
  

• Facilitates daily operations updates.

  
  
  

• Manages non-productive time request process, ensuring activities are planned without impacting SLAs - Perform any additional related tasks.

  
  
  

• Proficiency in MS Office software. Good Business Writing Skills.

  
  
  

• Good Presentation Skills.

  
  
  

• Good Analytical Skills

  
  
  

• Good Communication Skills.

  
  
  

• Dynamic. Ability to work under pressure. Team Player.

  
  
  

• Initiative.

  
  
  

• Attention to Detail

  
  
  

• Ability to handle Multiple Tasks

  
  
  

• Problem-Solving: Analytical Skills

  
  
  

• Educational Background: Bachelor’s Degree in a related field

  
  
  

• Professional Experience: 1 Year of work Experience in the call center industry.

  
  
  

• Proficient in the English Language.

  
  
  

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.