Real Time Management (RTM) Officer

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Tafaseel Group Holding

Manama

BHD 17,500 - 22,500

Be among the first applicants.

4 days ago

Job description

Key Responsibilities:

Continuously monitor call queues, agent availability, and overall team performance throughout shifts.
Identify trends and anomalies in real-time data to anticipate and address potential service level issues.
Proactively manage staffing levels by adjusting schedules and reallocating resources to meet business needs.
Communicate with agents and management to address issues, including absenteeism, underperformance, and unexpected volume spikes.
Provide real-time performance updates to management and stakeholders, highlighting any issues and proposed solutions.
Assist in the preparation of reports on performance metrics and staffing efficiency for regular review.
Work closely with other departments, including operations and HR, to ensure alignment on staffing strategies and workforce needs.
Facilitate communication between agents and management regarding operational updates and performance expectations.
Analyze data to identify opportunities for process improvements and efficiency enhancements within the team.
Participate in team meetings to discuss performance metrics and suggest actionable strategies.

Qualifications:

Bachelor’s degree in Business, Operations Management, or a related field preferred; relevant experience may be considered.
1 to 2 years' experience in real-time management, workforce management, or a similar role within a BPO or contact center is highly desirable.
Strong analytical and problem-solving abilities, with a keen attention to detail.
Proficient in workforce management software and data analysis tools.
Excellent communication and interpersonal skills, able to work effectively with diverse teams.
Ability to work in a fast-paced environment and adapt to changing circumstances.