Operations - Management

Real Time Management (RTM) Officer

Manama, Capital Governorate

Work Type: Full Time

Key Responsibilities:

- Continuously monitor call queues, agent availability, and overall team performance throughout shifts.
- Identify trends and anomalies in real-time data to anticipate and address potential service level issues.
- Proactively manage staffing levels by adjusting schedules and reallocating resources to meet business needs.
- Communicate with agents and management to address issues, including absenteeism, underperformance, and unexpected volume spikes.
- Provide real-time performance updates to management and stakeholders, highlighting any issues and proposed solutions.
- Assist in the preparation of reports on performance metrics and staffing efficiency for regular review.
- Work closely with other departments, including operations and HR, to ensure alignment on staffing strategies and workforce needs.
- Facilitate communication between agents and management regarding operational updates and performance expectations.
- Analyze data to identify opportunities for process improvements and efficiency enhancements within the team.
- Participate in team meetings to discuss performance metrics and suggest actionable strategies.

Qualifications:

- Bachelor’s degree in Business, Operations Management, or a related field preferred; relevant experience may be considered.
- 1 to 2 years' experience in real-time management, workforce management, or a similar role within a BPO or contact center is highly desirable.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Proficient in workforce management software and data analysis tools.
- Excellent communication and interpersonal skills, able to work effectively with diverse teams.
- Ability to work in a fast-paced environment and adapt to changing circumstances.

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