Coordinator RTM

WHO ARE WE?

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.

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.

WHAT DID WE ORDER?

• Bachelor degree in Business or any relative

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

• Good Presentation Skills.

• Attention to Detail

• Ability to handle Multiple Tasks, Problem-Solving and Analytical Skills

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

• B1-B2 in the English proficiency.

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.