✨ AI Summary
Tech Mahindra Egypt is seeking a Senior Real Time Associate for their Cairo office. The role requires a minimum of 1 year of experience as a Real Time Associate and 2 years in a call center environment. Essential qualifications include German proficiency (B2 level) and fluency in English, along with knowledge of MS Excel, MS Office applications, and the Vonage vcc ACD tool. The candidate will be responsible for monitoring real-time queues, analyzing data, generating reports, and ensuring service goals are met.
Preferred qualifications include understanding of operational processes, logical thinking, effective client management, and the ability to make quick, accurate decisions under pressure. The position involves working in a 24*7 environment and offers flexibility for both work from office and work from home. This is a permanent, full-time position.
Requirements
Minimum 1 year of experience as a Real Time Associate and 2 years in a call center environment is mandatory. German language proficiency at B2 level and fluency in English are required. Knowledge of MS Excel, MS Office applications, and the Vonage vcc ACD tool is mandatory. Experience with WFM tools like IEX WFM or Calabrio is a plus. Strong analytical, communication, and decision-making skills are essential.
Description
Position:Real Time Sr. Associate Location:Cairo, Egypt (WFO)Company: Tech Mahindra EgyptLanguage: German (B2) + English and Only EnglishContractMandatory Requirements:Minimum 1 year experience in RTAShould have minimum exposure in Call Center environment for 2 yearsGerman Proficiency Level B2Preferred QualificationsGood Understanding of operational processes.Should have logical thinking and can analyse the data.Should be open to monitor queue on real time basis and share update with leadership team.Excellent Client Management – Internal and External stakeholders.Ability to learn fast and manage real time queuesEffective communication between multiple locations and make decision keeping leaders informed.Effective communication with Operation leaders.Ensure to manage effectively manage floor disciplineAbility to think on toes and take accurate decisions which will help in meeting the service goalsMeet Real Time schedule AdherenceTrack KPI and work towards meeting sameReal Time Reporting – Timeliness & AccuracyAbility to work on data and generate various types dashboards, reports/ad-hoc reports required on real time basisAbility to handle high level data analysis and dataApplicant's Specifications: knowledge of MS Excel & other MS Office Applications is added advantage.Knowledge of WFM tools like IEX WFM, Calabrio etc.. Tool is added advantage.Knowledge of Telephonic tool Vonage vcc ACD is mandatoryAbility to think strategically and work in terms of business opportunity and growthCandidate should be ready to work in a 24*7 environmentAbility to handle pressure and a natural go getterReady to learn and deliver approach.Team player and work for joint goals.Ready for both Work from office and Work from home.Good in chat communications and can keep multiple groups updated on team.Ability to do Effective communication with clients on team chat and calls.If Interested, please share your updated CV with salary details to [HIDDEN TEXT]Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions