Coordinator RTM

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' schedule and time in/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 a running report of attendance records. 
• Schedule measures 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 - Perform any additional related tasks.

• At least 2 years of experience in the RTM field.
• Very good People Management & Leadership skills
• Required skills, expertise & knowledge: 
• Functional Level: Proficiency in MS office software. Good Business Writing Skills.  Good Presentation Skills. Good Analytical Skills 
• Business Level: Understanding the nature of the call center industry. 
• Interpersonal Level: Organizing and Time Management. Good Communication Skills. Dynamic. Ability to work under pressure. Team Player. Initiative. Attention to Details - Ability to handle Multiple Tasks 
• Problem Solving: Analytical Skills  
• Educational Background: Bachelor’s Degree in relative field
• Language Skills: - Arabic language is mandatory.  Proficient in English Language. 

As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!

talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide