Specialist, Real Time Management

Who Are We❓

Welcome to the world of Mrsool! Where on-demand delivery meets unparalleled user needs to deliver anything you desire. As one of the largest delivery platforms in the Middle East and North Africa (MENA) region, Mrsool has captivated users with its unique and seamless experience, earning it the highest ratings among all major delivery platforms on both Apple's App Store and Google's Play Store.

What sets Mrsool apart is its commitment to providing an unmatched "order anything from anywhere" experience. This extraordinary feat is made possible by our extensive fleet of dedicated on-demand couriers. With their unwavering dedication, they ensure that your desired items reach your doorstep, no matter where you are.

Whether it's a late-night craving, a forgotten item, or a special gift for a loved one, Mrsool is here to deliver, quite literally. We take pride in the convenience we offer, empowering you to get what you need when you need it, all at the tap of a button.

The Job in a Nutshell💡

As a Real-Time Management in Mrsool’s Call Center, you will be responsible for overseeing the daily operations of our customer service teams in real-time. You will monitor and adjust agent performance, handle resource allocation, and ensure that service level agreements (SLAs) are met. Your role will focus on making immediate adjustments based on call volume, managing real-time performance metrics, and ensuring an optimal customer experience at all times.

If you're eager to take on this rewarding opportunity, we’d love to hear from you. Apply today!

What You Will Do💡

• Monitor live call center operations, including agent availability, volumes, and service level, adherence.
• Monitor queue status, response times, and ensure that customers’ issues are handled within target response times.
• Adjust agent schedules dynamically based on demand, ensuring proper coverage during peak times and minimizing idle time.
• Collaborate with the quality assurance (QA), training, and operations teams to ensure agent performance and training gaps are addressed.
• Provide daily and real-time performance reports to management and adjust strategies as necessary to meet performance goals.

Requirements

• Strong communication skills and ability to work under pressure.

• Excellent problem-solving and decision-making abilities in a fast-paced environment.
• Ability to multitask and prioritize effectively.
• High attention to detail, especially in tracking real-time metrics and responding to issues promptly.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

Who Will Excel ❓

• Fluency in English (written and spoken); additional languages are a plus.
• Experience within the food and beverage or tech industry.

Benefits

What We Offer You❗

• Inclusive and Diverse Environment: We foster an inclusive and diverse workplace that values innovation and provides flexibility. Whether you prefer remote, in-office, or hybrid work arrangements, we accommodate your needs.
• Competitive Compensation: Our compensation packages are competitive and include potential share options. Additionally, you will benefit from a performance-based commission structure, rewarding your sales achievements.
• Personal Growth and Development: We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment.
• Autonomy and Mentorship: You’ll enjoy a degree of autonomy in your role, supported by mentorship and ambitious goals that drive both your personal success and the company's growth.
• Working Hours: 5 days a week, 8 working hours and 1 hour lunch break.