RTM Specialist

Company Description

Founded in 2017, Outsourcing Skill is a leading provider of outsourcing solutions, offering call center services, business consultation, marketing, and technology solutions. Serving businesses across Egypt, the GCC, North America, and Europe, we assist organizations in scaling effectively through expert-driven strategies. With service delivery centers in Egypt and a multilingual workforce, we prioritize quality, innovation, and customer satisfaction to deliver cost-efficient, tailored solutions. Outsourcing Skill specializes in a variety of industries, including e-commerce, healthcare, finance, education, and more, ensuring long-term success for our global partners.

Role Description

seeking a highly analytical and proactive Real-Time Management (RTM) Specialist to join our dynamic operations team. In this role, you will be responsible for monitoring and optimizing real-time performance, ensuring service level agreements are met, and leveraging data to drive continuous improvement. You will play a crucial role in maintaining operational efficiency and maximizing productivity.

Key Responsibilities:

* Outbound Dialer Management & Troubleshooting: Manage outbound dialers, such as Vicidial, to optimize campaign performance and ensure efficient call distribution. This includes troubleshooting dialer issues, and working with IT to resolve problems.

* Dealing with Internal Operations and B2B Environment: Effectively collaborate with internal operations teams and navigate the complexities of a B2B environment to achieve operational goals.

* Monitoring Operational Performance and Ensuring Target Achievement: Continuously monitor operational performance against key metrics and implement strategies to ensure targets are consistently met.

* Data Collection & Analysis: Collect, clean, and analyze data from various sources to identify trends and opportunities * Hourly Interval Management: Manage hourly intervals, updating the Automated Intervals Sheet and identifying patterns of lack of production through hourly flags.

* Dialer Reporting: Generate and analyze dialer reports to optimize call center efficiency.

* Data Visualization & Pipelines: Develop and maintain data pipelines and interactive dashboards using Power BI for real-time data visualization and performance monitoring.

Qualifications

• Proven experience in real-time management within a call center environment
• Experience in DME campaigns is an additional plus.
• Experience of +1 year in managing outbound dialers.
• Vicidial experience is preferred.
• Fluent English is a must for B2B operations.
• Strong proficiency in Microsoft Excel for data manipulation and analysis.
• Expertise in Power BI for data visualization and dashboard creation.
• Solid understanding of data management principles and practices.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to work in a fast-paced environment.
• Excellent communication skills.

Benefits:

Competitive Salary +Weekly Commission

Work Conditions:

Working Hours from 3 PM to 12 AM

Days Off: Saturday & Friday