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call center agent (outsource)

bpo trainer

<div>
 
 Teleperformance is looking for a
 
 Real-Time Analyst (RTA) II
 
 to join our Workforce Management team. In this role, you will be responsible for monitoring real-time operations, analyzing performance metrics, and ensuring optimal staffing levels to support operational and service level objectives.
 
 
 If you have a strong analytical mindset, experience in workforce management, and enjoy working in a fast-paced environment, we'd like to hear from you.
 
 
 Key Responsibilities
 
 <ul>
 <li>
 Monitor real-time operational performance across multiple accounts and sites.
 </li>
 <li>
 Track service levels, call volumes, adherence, occupancy, and other key performance indicators.
 </li>
 <li>
 Identify real-time staffing gaps and recommend appropriate corrective actions.
 </li>
 <li>
 Coordinate with Operations, Scheduling, and Workforce Management teams to optimize staffing and resource allocation.
 </li>
 <li>
 Communicate intraday performance updates, risks, and action plans to stakeholders.
 </li>
 <li>
 Analyze trends and provide recommendations to improve operational efficiency.
 </li>
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 Generate and maintain real-time reports and dashboards.
 </li>
 <li>
 Ensure compliance with workforce management processes and service level agreements.
 </li>
 <li>
 Escalate operational risks and performance concerns in a timely manner.
 </li>
 <li>
 Support continuous improvement initiatives within the Workforce Management function.
 </li>
 </ul>
 
 Qualifications
 
 <ul>
 <li>
 Bachelor's degree or equivalent work experience.
 </li>
 <li>
 2&ndash;4 years of experience in Workforce Management, with hands-on experience in Real-Time Analysis.
 </li>
 <li>
 Strong understanding of contact center KPIs, including Service Level, AHT, Occupancy, Shrinkage, Adherence, and Forecast Accuracy.
 </li>
 <li>
 Experience using Workforce Management tools such as
 
 Alvaria (Aspect), Verint, NICE IEX, Genesys WFM
 
 , or similar platforms is preferred.
 </li>
 <li>
 Advanced Microsoft Excel skills; experience with Power BI is an advantage.
 </li>
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 Strong analytical and problem-solving abilities.
 </li>
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 Excellent communication and stakeholder management skills.
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 Ability to work under pressure and make data-driven decisions in a fast-paced environment.
 </li>
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 Flexibility to work rotational shifts if required.
 </li>
 </ul>
 
 Preferred Qualifications
 
 <ul>
 <li>
 Experience supporting multiple accounts or multi-site operations.
 </li>
 <li>
 Knowledge of reporting and dashboard development.
 </li>
 <li>
 Experience working in BPO or contact center environments.
 </li>
 <li>
 Familiarity with PowerPoint for presenting operational insights.
 </li>
 </ul>
 
 If you're passionate about workforce optimization and operational excellence, we'd love to hear from you. Apply today and become part of the Teleperformance team.
 
</div>

Realtime Analyst

dubizzle Egypt

<div>
 Dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people's lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.
 
 
 As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of 5 brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.
 
 
 As a Learning &amp; Development Specialist - Bayut Academy, you will be responsible for developing and delivering training modules for new, returning, and existing clients with content consisting of educational materials relevant to the Real Estate industry, including but not limited to product updates, onboarding guidelines, and market insights. You will be required to deliver these trainings under the auspices of Bayut Academy, face-to-face or through any other available medium, such as video calls.
 
 
 
 You are responsible for:
 
 
 
 <ul>
 <li>
 Help design training content with an emphasis on driving product adoption
 </li>
 <li>
 Develop property-related content and educational materials, demonstrating a strong understanding of the real estate market, trends, terminology, and customer needs
 </li>
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 Enter and track all training sessions delivered, including content, number of attendees, and overall session rating
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 Deliver assigned and approved training content through Zoom, Bayut Academy sessions and face-to-face in an engaging and interactive manner
 </li>
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 Work closely with product and Bayut Academy to improve and facilitate content and training programs, including blended learning, and to help facilitate and design e-learning modules
 </li>
 <li>
 Ensure quality delivery of content and attend ongoing (in-house) professional development programs (train the trainer, instructional design, adult learning principles, etc.)
 </li>
 <li>
 Bridge the gap between product training and Bayut academy, i.e., include best practices in product training (professional phone etiquette, effective questioning techniques, principles of customer service, etc.)
 </li>
 <li>
 Introduce and make use of engaging and interactive tools and platforms, e.g. Polls, role plays, to engage and interact with customers in order to create interactive training
 </li>
 <li>
 Look for opportunities to improve the quality of training both externally and internally
 </li>
 <li>
 Assist with clients' queries and questions via video call, phone, email, or office visits
 </li>
 <li>
 Create training videos and add content to TalentLMS, including narrating PowerPoints and QuickTime Videos on an ongoing basis
 </li>
 <li>
 Create, schedule and maintain training calendars.
 </li>
 <li>
 Ensure timely reminders and follow-ups with clients while maintaining high standards and commitment to customer service
 
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 A bachelor's degree is preferred
 </li>
 <li>
 Previous real estate experience is preferred
 </li>
 <li>
 Arabic &amp; English - spoken and written fluency
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 Well-versed in customer services and training techniques with the ability to learn quickly
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 Understands the importance of training
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 Ability to promote a strong and professional presence in front of small and large groups comprised of agents, marketing managers, sales directors and managing directors
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 Strong written and verbal skills, and the ability to shift communication depending on the audience
 </li>
 <li>
 Ability to embrace change within the organisation in a professional and upbeat manner
 </li>
 <li>
 Exceptional interpersonal and presentation skills
 </li>
 <li>
 A go-getter (someone who looks for opportunities and areas to improve) who is proactive
 </li>
 <li>
 Desire to learn, grow and help to improve the training department and work across multiple departments as needed
 </li>
 <li>
 Ability to take full ownership of tasks and materials assigned in an honest and innovative manner
 </li>
 <li>
 Ability to multitask, prioritise, and manage time effectively
 </li>
 <li>
 Highly presentable with a responsible and professional attitude
 
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 A fast paced, high performing team
 </li>
 <li>
 Comprehensive Health Insurance
 </li>
 <li>
 Life Insurance
 </li>
 <li>
 Rewards &amp; Recognitions
 </li>
 <li>
 Learning &amp; Development opportunities
 
 
 
 </li>
 </ul>
 #Egyptdubizzle
</div>

Trainer - Bayut Academy

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Realtime Analyst

Trainer - Bayut Academy