JOB TITLE: Real Time Management Analyst
SALARY: 10,000AED
LOCATION: DUBAI
WORK EXPERIENCE:
- + 3 Years of Contact Center Experience
- + 3 years of experience in customer service environment in data/workforce analysis function and demand volume management (preferably)
- + 2 years of experience in a state or federal entity (preferably)
- Outstanding communication and personal skills
- Familiarity with relevant contact centre systems.
- Prior experience in operations, reporting and uptake within the call center/customer service environment (preferably)
- Experienced in assisting the workforce management in ANALYZING REPORT DATA
ROLES AND RESPONSIBILITIES:
- Contact the Taxpayers Office team and update the current situation continuously
- Monitor scheduling forecasts during the day compared to actual volumes and adjust throughout the day, as required.
- Receipt, review, and decision-making in unplanned applications.
- Proactively communicate and follow up on-site operations to implement all planned activities temporarily.
- Communicate effectively with taxpayer support center staff and supervisors about the center's needs at all levels.
- Full knowledge of the daily operations of the call center.
- Real-time monitoring and tracking of interactions across the center Identification of all the system's difficulties or interruptions and escalation.
- 8. Monitor global events of crisis situations that may affect business, gather information about these events, run impact reports and establish contacts to inform supervisors of these events Establishment, management, and distribution of daily reports with additional responsibilities as requested
ACADEMIC QUALIFICATIONS:
- Minimum: Secondary school certificate or equivalent.
- Favorite: Bachelor's degree in BBA or any related field
