Realtime Coordinator
Hybrid · Cairo, Cairo, Egypt
Job Summary
Realtime Coordinator role based in Cairo, Egypt (hybrid) focused on real-time management of global contact centre operations, monitoring channel SLAs, triaging high-priority emails, supporting short-term workforce planning, and producing performance reports for senior management. Responsibilities include real-time performance monitoring across servicing teams using dashboards, adjusting plans to meet demand, routing emails to appropriate teams, prioritising high-risk/urgent customer communications within 1 hour during operating hours, coordinating frontline staff, managing inboxes, tracking attendance/leave, and collaborating with planning analysts and service managers. Required skills include experience in planning/real-time management in a contact centre, strong interpersonal and influencing abilities, excellent numeric/analytical capabilities, stakeholder management, and proficiency with tools like Excel and Access; familiarity with Totalview, eGain, SWAN, and Genesys is advantageous. The role supports a 7-day-a-week contact centre with shift work between 6am-7pm EG Time, including weekends/public holidays, and reports to the Planning Manager & Operations Manager for Service Delivery.
Required Qualifications
- Experience in a planning or real time management focussed role is advantageous
- solid background of working in a customer service/contact centre environment
- Excellent interpersonal, communication and influencing skills
- Strong analytical and numeric skills
- Strong stakeholder management experience
- Proficiency in analytic programs (e.g., Excel, Access)
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