19 October 2017

Real Time Command Center Monitoring Ex Stock Traders Cfa Quant Backgrounds

Position: Global Operations Command Center Real Time Analyst
Company info:
PCCI ( is a leading Business Process Outsourcer (BPO) focused on customer care outsourcing. The company has been experiencing strong growth. We serve leading companies in multiple geographies and in different languages.
The work environment is very dynamic, opportunities for growth are ample, and you will work with experienced, non-hierarchical, and entrepreneurial management.

Role & requirements:

- Monitor in real time company’s customer care operations KPIs (such as SLAs, calls answered, call handling time, staff utilization, etc.) across over 15 operations / countries - we have huge amount of data to monitor every second
- Drill down when a KPI is not meeting objective to identify root cause, ensure resources on the ground are addressing the issue.
- Escalate, as per business rules and escalation protocols, when KPIs are severely not met.
- Produce regular standardized reports.
- Might need to work late shifts from time to time.

Qualifications & Skills:
- BSc degree
- Preferably analytical background (e.g. Engineering, tech, science, finance, stock traders, quants, mathematics, finance, CFA accounting, etc.)
- Good English. French, Spanish, and Arabic are highly desirable.
- High attention to details.
- High comfort with numbers, analysis, excel tools, and preferably statistical modeling techniques and tools.
- Good root cause investigation skills.
- Clear and crisp communication.
- High level of confidence and ability to engage with mid and senior level management to discuss issues and investigation findings, request clarifications/explanations for non-performance and deviations from targets.

Please submit CV and summary cover letter explaining your interest and relevant expertise to EXPIRED. Please don't call, just send email.

Salary varies depending on experience
Immediate opening



Salary: 5 000 Dhs

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