receptionist

guest experience expert

agent-guest relations

area manager

assistant manager

agent guest relations

Marriott International

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 25180396
 
 
 
 Job Category
 
 Rooms &amp; Guest Services Operations
 
 
 
 Location
 
 JW Marriott Residences New Cairo Al Jazi First, 42 El Hegaz Street Mohandessin, Giza, Cairo, Egypt, Egypt,VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Non-Management
 
 
 
 Position Summary
 
 
 
 Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
 
 
 Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests&rsquo; service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
 
 Preferred Qualifications
 
 
 
 Education: High school diploma or G.E.D. equivalent.
 
 
 Related Work Experience: No related work experience.
 
 
 Supervisory Experience: No supervisory experience.
 
 
 License or Certification: None
 
 
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
 
 
 JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

Agent-Guest Relations

Fairmont Nile City

<div>
 
 
 Guest Relations Agent:
 
 
 
 
 Welcoming guests in a friendly and professional way.
 
 Addressing and escalating customer complaints. Providing information about facilities, programs and other services.
 
 
 
 
 
 
 What you will be doing:
 
 
 <ul>
 <li>
 Review arrival lists to welcome guests
 </li>
 <li>
 Attend to special guests (e.g. VIPs) and answer their inquiries
 </li>
 <li>
 Provide information about amenities, area and venues and promote services
 </li>
 <li>
 Anticipate guest needs and build rapport with customers
 </li>
 <li>
 Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
 </li>
 <li>
 Record information in the logbook daily
 </li>
 <li>
 Ensure compliance with health and quality standards
 </li>
 </ul>
</div>

Guest Relations Agent

Accor

<div>
 
 Company Description
 
 
 
 
 Join
 
 
 us at Accor,
 
 
 where
 
 
 life pulses
 
 
 with
 
 
 passion!
 
 
 
 As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
 
 
 By joining us, you will become a Heartist&reg;, because hospitality is, first and foremost, a work of heart.
 
 
 You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
 
 
 You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
 
 
 Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
 
 
 
 Hospitality
 
 
 is
 
 
 a
 
 
 work
 
 
 of
 
 
 heart
 
 
 ,
 
 
 
 
 Join
 
 
 us and
 
 
 become
 
 
 a
 
 
 Heartist
 
 
 &reg;.
 
 
 
 
 Job Description
 
 
 
 <ul>
 <li>
 Greet guests upon their arrival and provide them with information about the hotel and the surrounding area
 </li>
 <li>
 Manage and handle guest check-ins and check-outs
 </li>
 <li>
 Resolve any guest complaints or issues in a professional and timely manner
 </li>
 <li>
 Coordinate with other departments such as housekeeping, food and beverage, and maintenance to meet guests&rsquo; needs
 </li>
 <li>
 Provide information and assistance about facilities, services, and local attractions
 </li>
 <li>
 Make room reservations and handle special requests, like room upgrades or special celebrations
 </li>
 <li>
 Monitor guest satisfaction and gather feedback to improve services
 </li>
 <li>
 Ensure compliance with health, safety, and hygiene standards
 </li>
 <li>
 Process payments and maintain accurate records of all transactions
 </li>
 <li>
 Follow up with guests to ensure their satisfaction after their stay
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Proven work experience as a Guest Relations Officer or similar role
 </li>
 <li>
 Excellent written and verbal communication skills
 </li>
 <li>
 Strong knowledge of customer service principles and practices
 </li>
 <li>
 Ability to handle stressful situations with a positive attitude
 </li>
 <li>
 Degree in hospitality management or relevant field is preferred
 </li>
 <li>
 Service focused personality is essential; experience is an asset
 </li>
 <li>
 Prior experience working with Opera or a related system
 </li>
 <li>
 Fluency in English; additional languages are a plus
 
 
 </li>
 </ul>
 Additional Information
 
 
 
 Our Commitment To Diversity &amp; Inclusion
 
 
 
 We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
</div>

Guest Relations Officer - Sofitel Nile Downtown

Novotel Hotels

<div>
 
 Company Description
 
 
 
 Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
 
 
 Take the opportunity to become a Heartist&reg;, and let your heart guide you in this world where life beats faster.
 
 
 
 Job Description
 
 
 
 General Manager
 
 
 Be an ambassador of the brand and the property as General Manager, where your leadership, strong interpersonal skills and strategic vision will drive an engaged team, guest satisfaction and maximized operating results. You will bring your strong commercial and business acumen, and tenacity to drive the top line to exceed targets, and to position the property in the (luxury, premium, midscale, economy) marketplace.
 
 
 
 You Will Be Responsible For
 
 
 
 <ul>
 <li>
 Leading the business
 </li>
 <li>
 Lead the overall management and strategic direction of the property and support all departments in the achievement of operational targets
 </li>
 <li>
 Maximize the property in terms of profit and management of financials
 </li>
 <li>
 Ensure full compliance with operating controls and legislation in all areas of the business
 </li>
 <li>
 Building your team
 </li>
 <li>
 Actively involved in the recruitment process of positions within the property to select the best fit
 </li>
 <li>
 Champion employee engagement and promote a collaborative and inclusive environment where all employees are encouraged to provide input
 </li>
 <li>
 Develop relationships within the local community
 </li>
 <li>
 Driving service culture
 </li>
 <li>
 Maintain product and service quality standards to exceed guest expectations
 </li>
 <li>
 Promote the brand and ensure all brand essentials and standards are in place and executed consistently.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 Your experience and skills include:
 
 
 <ul>
 <li>
 Previous experience in a leadership role within a similar hotel brand or business
 </li>
 <li>
 Passionate to grow and develop self and others
 </li>
 <li>
 Strong relator with ability to build relationships
 </li>
 <li>
 Strategic, creative and able to communicate effectively
 </li>
 <li>
 A proven leader who is able to inspire others
 </li>
 <li>
 Strong business acumen and demonstrated success in driving the commercial performance of the business and delivering on KPIs.
 
 
 </li>
 </ul>
 
 You Will Live The Brand By
 
 
 
 <ul>
 <li>
 Develop accurate and aggressive long and short-range financial objectives consistent with the Brand strategy
 </li>
 <li>
 Interacting in a positive way with all team members to ensure a luxury guest experience
 </li>
 <li>
 Fostering positive owner relations and maximizing performance
 
 
 </li>
 </ul>
 Additional Information
 
 
 
 Our Commitment To Diversity &amp; Inclusion
 
 
 
 We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
</div>

General Manager - Novotel Cairo 6th October

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 25178566
 
 
 
 Job Category
 
 Housekeeping &amp; Laundry
 
 
 
 Location
 
 Marriott Mena House Cairo, 6 Pyramids Road, Cairo, Egypt, Egypt, 12556VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Management
 
 
 
 Job Summary
 
 
 
 Assists in hotel laundry daily operations and services. Works with employees to wash, dry and iron linen for both guest rooms and Food and Beverage/Culinary Department within existing time constraints. Assists in maintaining a safe and clean work environment.
 
 
 
 CANDIDATE PROFILE
 
 
 
 
 Education And Experience
 
 
 
 <ul>
 <li>
 High school diploma or GED; 1 year experience in the laundry, housekeeping, or related professional area.
 
 
 </li>
 </ul>
 
 CORE WORK ACTIVITIES
 
 
 
 
 Assisting in Managing Department Operations and Budgets
 
 
 
 <ul>
 <li>
 Assisting in managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
 </li>
 <li>
 Communicating the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety.
 </li>
 <li>
 Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
 </li>
 <li>
 Ensures consistent workflow to minimize peaks and valleys in production.
 </li>
 <li>
 Brings issues to the attention of the department manager and Human Resources as necessary.
 </li>
 <li>
 Assists in ordering and managing necessary supplies. Ensuring workers have supplies, equipment, tools, and uniforms necessary to do their jobs.
 </li>
 <li>
 Participates in the management of department&rsquo;s controllable expenses to achieve or exceed budgeted goals.
 </li>
 <li>
 Works effectively with the Engineering department on Laundry equipment maintenance needs.
 </li>
 <li>
 Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
 </li>
 <li>
 Operates all department equipment as necessary and reports malfunctions.
 </li>
 <li>
 Develops, maintains and uses effective back-up plans for breakdowns.
 </li>
 <li>
 Evaluates and implements new techniques, supplies and equipment.
 
 
 </li>
 </ul>
 
 Providing and Ensuring Exceptional Customer Service
 
 
 
 <ul>
 <li>
 Providing services that are above and beyond for customer satisfaction and retention.
 </li>
 <li>
 Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
 </li>
 <li>
 Sets a positive example for guest relations.
 </li>
 <li>
 Empowers employees to provide excellent customer service.
 </li>
 <li>
 Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
 </li>
 <li>
 Celebrates successes and publicly recognizes the contributions of team members; ensures employee recognition is taking place on all shifts.
 
 
 </li>
 </ul>
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
 
 
 JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

Assistant Laundry Manager

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 25179305
 
 
 
 Job Category
 
 Sales &amp; Marketing
 
 
 
 Location
 
 Cairo Marriott Hotel, 16 Saray El Gezira Street, Cairo, Egypt, Egypt, 11211VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Management
 
 
 
 Job Summary
 
 
 
 The Director of Marketing Communications is responsible for the planning, direction, control, and coordination of all communication activities, with an emphasis on public relations. Promotes and maintains good communications in order to enhance the prestigious image of the hotel and by doing so contributes to the revenues of the hotel.
 
 
 
 CANDIDATE PROFILE
 
 
 
 
 Education And Experience
 
 
 
 
 Required:
 
 
 
 <ul>
 <li>
 High school diploma or GED; 4 years experience in the sales and marketing, guest services, front desk, or related professional area.
 
 
 </li>
 </ul>
 OR
 
 
 <ul>
 <li>
 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing or related professional area.
 
 
 </li>
 </ul>
 
 CORE WORK ACTIVITIES
 
 
 
 
 Managing Marketing Communications Activities
 
 
 
 <ul>
 <li>
 Develops an annual communications plan with specific goals and budgets as outlined in the hotel's marketing plan/communications manual. Prepares working plans to achieve goals and ensures the communications team is fully briefed on goals and progress.
 </li>
 <li>
 Compares actual achievements against goals on a regular basis and takes corrective action.
 </li>
 <li>
 Assists the DOM in the planning of all mailing activities, and oversees their execution.
 </li>
 <li>
 Ensures that the corporate ID manual is kept up-to-date and implemented as appropriate.
 </li>
 <li>
 Prepares on a timely basis the monthly sales &amp; marketing &ldquo;communications&rdquo; report.
 </li>
 <li>
 Supervises and directs photography for advertising, collateral and public relations purposes in liaison with the DOM, the advertising agency and the field marketing department at corporate office.
 </li>
 <li>
 Ensures the department has a comprehensive master slide/photo/CD library for all advertising, collateral and public relations activities, and regularly sends these to corporate office for the image library.
 </li>
 <li>
 Supervises operations of the in-house art department.
 </li>
 <li>
 Monitors activities of competitor hotels and trends within the industry.
 
 
 </li>
 </ul>
 
 Managing Public Relations Activities
 
 
 
 <ul>
 <li>
 Acts as official spokesperson for the hotel when appropriate and responds to all media requests within 24 hours.
 </li>
 <li>
 Compiles and maintains a comprehensive list of media contacts and manages them as per the media account management system. Delegates assigned accounts to communications staff as appropriate but takes full responsibility for the key media by maintaining and developing close relationships
 </li>
 <li>
 Prepares press releases for appropriate targeted media, locally, regionally and internationally.
 </li>
 <li>
 Works closely with the corporate and international press offices on developing story angles.
 </li>
 <li>
 Plays a key role in community and government relations as well as VIP handling.
 </li>
 <li>
 Secures opportunities, directs and attends hotel sponsored events, and develops targeted partner relationships.
 </li>
 <li>
 Creates and organizes press promotional activities.
 </li>
 <li>
 Participates in the press events/trips organized by the regional PR offices as required.
 </li>
 <li>
 Conducts press blitzes when appropriate.
 </li>
 <li>
 Ensures press kit information is comprehensive and kept up-to-date.
 
 
 </li>
 </ul>
 
 Managing Advertising Activities
 
 
 
 <ul>
 <li>
 Works with the DOM and advertising agency on the rooms and food &amp; beverage tactical advertising campaigns' creative and media plans.
 </li>
 <li>
 Maximizes advertising budget by ensuring that the hotel's creative message and media activities are consistent with the advertising of sister hotels and the company group advertising.
 </li>
 <li>
 Ensures that the advertising creative is in synergy with the company, projecting a consistent and quality message.
 </li>
 <li>
 Reviews the hotel's market segmentation and other appropriate marketing reports to ensure that the media scheduling matches those segments.
 </li>
 <li>
 Monitors and maintains media schedules as well as prompt settlement of accounts.
 
 
 </li>
 </ul>
 
 Managing Direct Marketing Activities
 
 
 
 <ul>
 <li>
 Takes an integrated approach to DM activities, ensuring a consistent and quality image is projected.
 </li>
 <li>
 Assists the DOM in the planning, implementation and tracking of electronic marketing activities.
 </li>
 <li>
 Maintains budget control.
 
 
 </li>
 </ul>
 
 Manages Collateral
 
 
 
 <ul>
 <li>
 Coordinates and executes production of all printed materials, with assistance of advertising agencies, following the specifications stipulated in the corporate ID manual.
 </li>
 <li>
 Ensures hotel information is updated regularly on the internet/intranet.
 </li>
 <li>
 Supervises the production and quality of all displays and temporary signage in hotel public areas.
 </li>
 <li>
 Supervises and budgets for quality gift items as appropriate. Ensures correct usage of hotel logo on gift items as stipulated in corporate ID manual.
 </li>
 <li>
 Supervises the in-house graphic designer and/or print shop.
 
 
 </li>
 </ul>
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
 
 
 JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

Director of Marketing Communications

<div>
 
 I. Position Summary
 
 
 
 
 
 The Real-Time Management Analyst is responsible for the continuous monitoring and proactive management of contact center performance metrics to ensure immediate alignment with Service Level Agreements (SLAs) and productivity goals. This role requires rapid, data-driven decision-making and clear communication to maintain optimal staffing and efficiency throughout the day.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 II. Key Responsibilities
 
 
 
 
 
 
 
 
 
 A. Real-Time Monitoring &amp; Intervention
 
 
 
 
 
 <ul>
 <li>
 
 Continuous Monitoring:
 
 Actively monitor all communication channels (calls, chat, email queues) and agent activities (login status, break/lunch adherence) using WFM software and ACD systems.
 </li>
 <li>
 
 Deviation Management:
 
 Identify and promptly address all deviations from the plan, including unexpected volume surges, high Average Handle Time (AHT), system outages, or excessive agent non-adherence (e.g., late breaks, unapproved absences).
 </li>
 <li>
 
 Intraday Adjustments:
 
 Execute tactical changes to the daily schedule to mitigate risks to service level goals. This includes:
 </li>
 <li>
 Approving or denying off-phone activities (training, coaching, team meetings).
 </li>
 <li>
 Adjusting or moving agent breaks and lunches.
 </li>
 <li>
 Temporarily re-skilling or reallocating agents to understaffed queues.
 </li>
 <li>
 
 Outage Management:
 
 Act as the WFM point of contact for system issues/outages, escalating them immediately to IT/Tech teams and providing real-time staffing impact updates to Operations leadership.
 </li>
 </ul>
 
 
 
 
 
 B. Adherence Management
 
 
 
 
 
 <ul>
 <li>
 
 Track Adherence:
 
 Monitor and report agent adherence to schedule (Real-Time Adherence or RTA) and communicate deviations to Operations supervisors for immediate coaching/correction.
 </li>
 <li>
 
 Shrinkage Tracking:
 
 Track and log all scheduled and unscheduled shrinkage events (e.g., call-ins, technical issues, late starts) for reporting and future forecasting accuracy.
 </li>
 </ul>
 
 
 
 
 
 C. Reporting &amp; Communication
 
 
 
 
 
 <ul>
 <li>
 
 Performance Updates:
 
 Generate and distribute real-time and intraday reports (e.g., Service Level attainment, Occupancy) to Operations leaders, providing concise commentary on performance drivers and recommended actions.
 </li>
 <li>
 
 Daily Log:
 
 Maintain a detailed hourly log of operational performance, including key events, decisions made, and the resulting impact on service level.
 </li>
 <li>
 
 Collaboration:
 
 Work closely with Supervisors, Team Leads, and other WFM team members (Forecasting/Scheduling) to communicate staffing gaps and provide context for next-day planning.
 </li>
 </ul>
 
 
 
 
 III. Required Skills &amp; Qualifications
 
 
 
 
 
 
 
 
 
 A. Essential Skills
 
 
 
 
 
 <ul>
 <li>
 
 Analytical Thinking:
 
 Strong quantitative and analytical skills with the ability to quickly interpret real-time data and make rapid, calculated decisions under pressure.
 </li>
 <li>
 
 WFM Systems Expertise:
 
 Proficiency in a major
 
 Workforce Management (WFM) software
 
 (e.g., NICE IEX, Verint, Genesys, Aspect) and/or ACD reporting systems.
 </li>
 <li>
 
 Technical Proficiency:
 
 Solid proficiency in
 
 Microsoft Excel
 
 for data manipulation and reporting.
 </li>
 <li>
 
 Communication:
 
 Exceptional verbal and written communication skills to clearly and professionally convey performance status and required actions to all levels of the organization.
 </li>
 </ul>
 
 
 
 
 
 B. Experience &amp; Education
 
 
 
 
 
 <ul>
 <li>
 
 Experience:
 
 Minimum 1-2 years of experience in a WFM Real-Time, Command Center, or Operations Analyst role within a contact center, customer support, or high-volume service environment.
 </li>
 <li>
 
 Education:
 
 Bachelor&rsquo;s degree in Business, Finance, Operations Management, or a related quantitative field preferred.
 </li>
 </ul>
 
 
 
 
 
 C. Key Competencies
 
 
 
 
 
 <ul>
 <li>
 
 Decisiveness:
 
 Ability to prioritize and make sound judgments quickly in a constantly changing environment.
 </li>
 <li>
 
 Attention to Detail:
 
 Meticulous focus on data accuracy and logging of events.
 </li>
 <li>
 
 Resilience:
 
 Ability to work effectively under pressure and thrive in a fast-paced, high-visibility role.
 </li>
 </ul>
 
 
</div>

Real Time Management analyst (German, French, Spanish, Italian, Portuguese)

Explore 95+ Agent guest relations in Cairo this December. Find roles across top companies and apply now to boost your career.