Apply for this job Basic information Job role Operations Career level Mid Career (2-6 years) Keywords RTM Senior Specialist - RTM Senior Officer - Banking Description Ensure optimized workforce distribution and immediate response to call volume Spikes Designing shift schedules based on call volume forecasts and managing update requests (Swaps, Sick Leaves, or Emergency Leaves). Planning and distributing rest intervals and break schedules for Call Center Representatives during shifts to ensure continuous floor coverage. Monitoring real-time attendance,(early/late arrivals), and adherence to scheduled breaks and shift times. Utilizing data to analyze expected call volumes Vs. actual traffic and making immediate staffing adjustments. Extracting 4 core performance reports from the system to monitor the overall performance of the Call Center. Sending daily reports to Call Center Representatives and Team Leaders covering key metrics such as AHT (Average Handle Time), Attendance, and Schedule Adherence. Preparing monthly performance scorecards for agents and the center's overall operational performance. Reconciling attendance, absences, and penalties to calculate agent salaries accurately and comparing this data with vendor-provided invoices for the monthly billing cycle. Requirements Bachelor's degree from a reputable university. Minimum 2–3 years in Call Center operations, with at least 2 years of dedicated experience in Workforce Management (WFM) or Real-Time Management (RTM) within the Banking Sector. Advanced command of Microsoft Excel (Complex formulas, Pivot Tables, and Data Visualization) for intraday reporting. Proven ability to monitor live dashboards and take immediate corrective actions to mitigate SLA Gaps. Strong capability in calculating and interpreting real-time metrics (Service Level, Abandonment Rate, Occupancy, and Shrinkage). High emotional intelligence to manage unplanned call volume spikes and system outages. Strong communication skills to provide clear " Reports" to the Call Center Manager during peak intervals. Company information Industry Banking Area Dokki
