Contact Center Workforce & MI Senior Officer

Job Purpose

To ensure full operations support to Call Center team through effective management of agent scheduling, workflow, capacity, roster management, reporting and planning.

Main accountabilities and approximate time split

Main Accountabilities: Business Activities

Time Split: 90% Manage call center staffing scheduling with regard to infrastructure capacity, features, resources through development of ongoing workforce and capacity analysis tools.

Developing, updating and maintaining the call center staffing according to STP. Manage all call center performance Daily / Monthly reporting. Develop a strong analytical MIS to monitor all performance across call center on sales and service fronts with emphasis on quality, customer loyalty/satisfaction and customer retention metrics. Plan and manage the operational activities of the call center in support of the business vision, mission and customer access strategies across Corporate and Retail businesses. Maintain daily, weekly and monthly operation reports reflecting all indication figures and present it to the management Work in tandem with Quality Department to identify and implement process improvement ideas. Ensure people metrics for absence/ attrition and EOS are to be set and achieved. Calculating agents KPI’s on Monthly Basis. Calculate the variable salary for the contact center agents. Calculate & report the monthly/Quarterly contest within the call center. Aligning the contact center monthly invoice with the vendor based on no. of agents. Fully aware by the Nortel System.

Main Accountabilities: People Activities

Time Split: 10% Understand all call center Technology and practices.

Manage any swaps & absent cases within the call center to guarantee achieving the required Service levels.

Technical skills / Competencies

Workforce management Scheduling Excellent communication Skills, verbal & written Self-motivated enjoying a good ability to work with others (within the department other departments) with a high spirit of Team -Work. Display considerable respect to bank standards as to protect & enhance Barclays Reputation. Interpersonal Skills. Good Computer knowledge, familiarity with using various office automation equipment & Swift. Work in an effective & efficient manner introducing a high standard of service quality Excellent Analytical skills Resource Management knowledge

Knowledge, Expertise and Experience

(relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

Customer Orientation

Ability to Identify who are the Customers, Understand Customer Requirements and Satisfaction Needs, , Responsibility vis-à-vis Customers, Commitment to ensure Satisfaction.

Result Orientation

Ability to comprehend and set objectives, Identify key indicators and expected results, Focus on Achieving Objectives & overcoming difficulties.

Quality Focus

Sense of Quality & Precision in fulfilling duties & Tasks, Striving to improve quality of performance,

Technical Expertise

Having Proper Relevant Technical Know-how & Expertise, Commitment to continuous learning and Application, High Ability of Technical writing, reporting and data collection.

Flexibility

Ability to work through uncertainty, Flexibility to Change Direction and adopt new approaches, Motivated vis-à-vis changes & Challenges, Open and willing to learn.

Leadership

Willingness to Lead the way for others, Commitment to share knowledge with others, Ability to Delegate, Empower and Support Staff, Risk Taking with Ownership and Commitment to Vision/Objectives.

Primary Location

EG-City Stars Building HQ, Al Qahirah , 1 Omar Ibn El Khat

Job Type

Permanent/Regular

Posting Range

5 Jul 2017