RTM Intraday Specialist-German Speaker (_VOIS) - Jobs in Egypt

Job Description

Role Purpose : ? Monitor the agents & daily activities vs. the plan received from scheduling team.? Support the operation in day-to-day requests & ad-hoc once asked.? Provides daily reports to the client with the previous day figures.? Prepare Daily Analysis.Key Accountabilities :Support the department objectives and KPIs? Daily:? Adjust / Optimize schedule for next day? Annual Leaves - next Day (1212)? Comparing Night Shift 1212 Alex & CallYa? Comparing Shifts? Conference Call with all partners? DTSMS figures? IEX Updates? Intraday-Leistung? Kommentierung? Mailbox? SharePoint? Monitoring? No Show Mail for all queues? Pending Requests on SharePoint? Required Calls for Today? Required Calls for tomorrow? Send Tages Ebene? Send updated Intraday Leistung to Germany? Weekly:? Adding Planned Calls for Kommentierung? Adjust/Optimize schedule for next week? Compare MTD Futures Daily Analysis with MTD Figures CCS.? VF Kairo - Regeltelko Besprechung Forecast Folgewoche (Lync Meeting)? Replace SLME Logged Out & PT with Unscheduled in IEX for next Week? Send Intraday Leistung 10 Days (Friday, Saturday & Sunday & next Week)? Update Database in Comparing and Monitoring Sheet? Update Weekly AHT in Daily Analysis & DTSMS? Monthly:? Monthly Figures (DTSMS)2-Customers/Suppliers/ Third Parties? Providing operation queues with Daily reports.? Interact with WF Scheduling team with new updates & new requests from client side.3- Innovation and Change? Create, evaluate, improve and implement new options that help in increasing the customer experience.? Communicating with other teams to solve problems and provide new ideas.? Make sure that all team members involved in solving process to be consistent with same knowledge.? Validate new reports requested & think together of the best way to apply it with the highest benefit and make sure that no showstopper for implementing the report will appear.Required Skills :? Effective communication & negotiation skills.? Conflict resolution.? Team work.? The ability to teach others.? Dependability & loyalty.? Working knowledge of Excel? High level of numeracy? Communication skills including written and presentational? Has attention to detail and can assimilate data? Can ?think on feet?? Develops and maintains positive working relationships with others? Shares ideas and information? Assists colleagues is spontaneously? Takes pride in the achievement of team objectives? Has credibility with peers and senior managers? Self-motivated ? driven to achieve results? High customer service ethic ? is passionate about meeting customer expectations and improving service levels.? Multi-Tasking with high quality standers in tight timeframes.? Ability to work under stress.Must have technical skills :? German Language is a must? University degree.? Very Good level of Arabic, English & German? Very Good command of MS applications (Excel, PowerPoint, etc.)? Knowledge in using DE tools:? CCS tool? SharePoints.#_VOIS

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