Mahmoud Badr

RTM Analyst

Raya Contact Center•  October 2017 - October 2018

- Manage floor stability and agent’s adherence & conformance, achieving targets through observing real time reports and take appropriate actions. - Executes plans and ensures effective implementation of schedules. - Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. - Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader. - Create and deliver daily, weekly, and monthly reports. - Communicate changes to scheduling to ensure suitable daily resource coverage. - Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. - Manage the non-productive time request process, ensuring activities are planned without any negative impacting - Responsible for ensuring that operations are performing according to key call center performance metrics. - Responsible for ensuring that optimum service levels are achieved on a daily, weekly, and monthly basis in order to drive up service level consistency.