Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride- hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 130 cities across 15 countries and has created more than one million job opportunities in the region and host over 30 million users.


Command Center
•        Ensure RTM’s are Monitor Q’s and updating genesys with exceptions and if right actions are being taken to meet operational SLA’s
•        Monitor Routing on Genesys as per set guidelines agents and ensure staffing is optimized across channels and markets
•        Manage remote Centers including in-house and outsource partners and manage Daily huddles for vendor performance
•        Monitor/report on unplanned leaves and shrinkages and follow escalation matrix
•        Approve any Ad-hoc requests for leaves and exceptions
•        Provide training and guidance to RTM’s on updates to processes and routing & skilling matrix changes
•        Create and run campaigns on Genesys
•        Dialer Publish dialer performance reports on campaign effectiveness (like contactability, RPC, PTP, conversion etc.,)

Scheduling:

•        Create schedules on Genesys WFM Utility based on prescribed forecast
•        Redistribute break slots according to the intraday forecast pattern
•        Assign out of shift business (1:1s,huddles,quality sessions)
•        Apply rotational pattern to rotate the agents all week in terms of their shifts and days off
•        Maintain volume trend data for trends and seasonality
•        Maintain agents active HC database including cross training details WFM

Reporting:

•        Perform business analytics to identify the special trends and causes and provide weekly and monthly reports
•        Reports on agents KPI and Regional HC Database
•        Reports on historical Queue performance and productivity

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