Realtime Coordinator

Job Description:

Real Time Coordinator

Cairo, Egypt

Hybrid

We make health happen:

The Real Time Desk Co-ordinator will be responsible for driving strong operational performance and effective resource utilisation through real time management of our global contact centre. The role holder will be accountable for monitoring all contact channels and ensure we are able to meet customer demand, as well as identifying and
managing activities, such as Complaints and high-risk emails. The aim is to
meet regulatory requirements and protect our customers and the business
and meet regulatory expectations.
The role holder should support with day-to-day operational decisions within a
defined budget and scope. The role holder will reference decisions upwards
where there is a significant impact on service/cost or where risks are
identified. Decision making remit will be for day-to-day operational issues and
for short term planning. The role holder will work within the direction of the Planning Manager & Operations Manager for Service Delivery. The Real Time Co-ordinator will work collaboratively with the Service Delivery Analysts, Planning Analysts and Service Managers for the various operational servicing teams they are supporting.
The contact centre is open 7 days a week, the role will require shift working
(between 6am-7pm EG Time) including weekends and public holidays.

Key Responsibilities

• Monitor real-time performance across global servicing teams using dashboards to ensure SLAs are consistently met across all customer channels.
• Act and interevent to support effective performance, adjusting the plan or redirecting resource or contact to ensure success in servicing our customers and delivering good outcomes
• Manage and triage incoming email queues, ensuring accurate routing to the appropriate teams to maintain operational efficiency and minimize delays.
• Prioritize high-risk and urgent customer communications (e.g., medical emergencies, critical issues) within 1 hour during operating hours.
• Support short-term workforce planning in collaboration with planning analysts to align resources with demand and meet service level targets.
• Produce and distribute daily performance reports to keep stakeholders and senior management informed.
• Handle customer complaints and social media interactions, ensuring timely escalation, regulatory compliance, and proactive customer engagement.
• Coordinate the activities of our frontline staff, ensuring people are doing the right thing at  the right time and aware of what is going on in the contact centre
• Oversee operational coordination tasks including managing the Focus Desk inbox, tracking agent attendance and leave, optimizing staffing levels, and working across systems such as Totalview, eGain, SWAN, and Genesys.

What We’re Looking For

• Experience in a planning or real time management focussed role is advantageous.
• Must have a solid background of working in a customer service/contact centre environment.
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
• Ability to use analytic programs to a proficient level i.e. Excel, Access etc. and contribute to maintaining databases.
• Strong analytical and numeric skills.
• Strong stakeholder management experience.

Why Bupa

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

Time Type:

Full time

Job Area:

Administration

Locations:

Egypt - Cairo