RTA - Lead Agent CCC

Job description / Role

Our client is multi-award winning customer experience solutions. They are currently looking to recruit a Real Time Administrator – Lead Agent CCC to be based in Bahrain

Duties & Responsibilities:
- Real time resource optimisation for voice and non-voice tasks
- Review resource requirements daily
- Monitor, control and coordinate all non-voice activity to attain non-voice objectives while maintaining productivity and service level goals
- investigate agents in extended call states
- Update the RTM tracking sheet
- Provides input to OPS department for the performance report to the management team
- Responsible for producing the daily queue performance report
- Execute reporting packages to provide analysis data
- Recommends Skill optimization for OPS department in a multiskill- and multisite environment
- Creates and maintains real time management information dashboards.
- Work closely with management and other site personnel to achieve high level goals and promote focused, goal driven environment
- Send out performance updates locally
- Take responsibility for own on-going personal development and growth of expertise.
- Assist in the response to any emergency or a major operational disruption affecting client’s or its subsidiaries, including support of the Client’s Special Assistance Program.
- Proactively propose system/procedure enhancements to improve performance and efficiency.

Requirements

- B.sc in in Information Management, Computer Science, or equivalent degree
- 5 Years of experience in Similar task
- Excellent punctuality record (Not more than 3 LC in 12 months)
- Quality scores above 93%
- Plans and organises own work
- Identifies and resolves issues associated with own work
- Understands what the results of a task, function or process should be
- Suggests ways to better accomplish a task
- Customer complaints and queries effectively resolved
- Reduction of customer complaints
- Identifies what will satisfy the customer
- Documents are developed using proper grammar and spelling to communicate ideas or information to own work group

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions:

• Banking & Finance
• Human Resources
• Oil & Gas
• Construction
• Architecture & Engineering