Real Time Management Specialist

4 days ago


Manama, Manama, Bahrain Data Direct Bahrain Solutions W.L.L Full time

About Us

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Data Direct Bahrain Solutions W.L.L is a leading provider of innovative solutions in the customer service industry.

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Job Overview

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We are seeking a highly skilled Real Time Management Specialist to join our team. As a key member of our contact center operations, you will be responsible for ensuring optimal performance and efficiency in real-time monitoring and analysis.

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Key Responsibilities

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  • Continuously monitor and analyze real-time contact center metrics, including call volumes, chat volumes, agent availability, and Interval Compliance adherence.">
  • Set up and manage real-time alerts for deviations from established performance thresholds and respond promptly to mitigate any potential issues.">
  • Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times.">
  • Monitor and track agent adherence to schedules and break times, taking corrective actions when necessary to maintain operational efficiency.">
  • Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events.">
  • Make real-time adjustments to agent schedules, including reassigning tasks, redistributing workloads, and managing breaks to maintain Interval compliance.">
  • Closely collaborate with contact center supervisors and managers to provide real-time updates on performance and work together to address challenges as they arise.">
  • Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency.">
  • Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting.">
  • Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards.">
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Requirements and Qualifications

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  • Bachelor's degree in business, statistics, or a related field preferred.">
  • Proven experience in real-time monitoring and analysis within a contact center or customer service environment.">
  • Proficiency in contact center software and workforce management tools.">
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.">
  • Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.">
  • Detail-oriented with the ability to multitask effectively in a fast-paced environment.">
  • Knowledge of call center operations, including key performance indicators (KPIs) and Interval Compliance (IC).">
  • Flexibility to work shifts, including evenings, weekends, and holidays, as needed.">
  • Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams.">
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About Our Company

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Data Direct Bahrain Solutions W.L.L is committed to delivering innovative solutions that meet the evolving needs of our customers. We foster a culture of excellence, innovation, and collaboration, and we are looking for talented individuals who share our vision.

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What We Offer

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We offer a dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.


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