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Real Time Analyst (RTM)

Egypt - Cairo


10 3321
  • Job Role / Function


  • Years of Experience


  • Career Level

    Mid Career / Senior

  • Gender


  • Expiry date

    24 Feb 2022

Job description

    Support the management with all necessary information, planning models and scenarios to facilitate the decision-making process.
    Analyze the historical data to forecast and create staffing scenarios for inbound and outbound business functions.
    Workforce planning and scheduling for all operational accounts, from long term plans to the minutes intraday level.
    Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing issues.
    Track, maintain, and document attendance, leaves and absenteeism of Xceed CSRs.
    Update HR and finance with attendance, absenteeism, and overtime.
    Control leaves balance and reserve annual leaves for Xceed CSRs.
    Maintain Operation headcount and headcount related issues.
    Report absenteeism and attrition figures of Operation to the concerned parties.
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Job requirements

    Bachelor Degree.
    3 years of experience in the same function.
    Fluency in written and spoken Arabic and English.
    Proficient user of Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
    Workforce planning skills.
    Coaching and monitoring skills.
    Business and technical analysis skills.
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Additional Information

About this company

Xceed Contact Center
Xceed, Egypt’s leading business process outsourcing (BPO) and shared services company, In 2001 Xceed was founded to help clients around the world meet the requirements of the rapidly evolving global market.

Driven by great passion towards growth, Xceed adopts the latest technologies, accentuates an immaculate customer experience and promotes sustainable development in order to provide comprehensive and optimized onshore/offshore customer management solutions.
Xceed eyes expansion as a goal and a vision, as it connects four continents in eight languages through ten sites in Egypt, Morocco and Mauritius.

Xceed is fully owned by Telecom Egypt and has an overall operating capacity of more than 10’000 Omni-channel workstations and 8,000 remote agents, Delivering high-quality services across numerous industries, such as telecoms, fast food, technology, tourism, automotive, financial services, fast-moving consumer goods and healthcare. The company serves a number of and has continuous support from the Ministry of Communication. Its growing network of onshore and offshore corporate clients include key government accounts, Fortune Global 500 firms and a growing network of top industry clients.
Capitalizing on the ground breaking success in the contact center area, Xceed extended the services to include “Human resources outsourcing”, “Finance &Accounting outsourcing” and “BPO consutancy”
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