I have been successful in driving cost-efficient solutions for high-impact business results through the creative use of Workforce Management and reporting solutions that dramatically improve Key Performance Indicators while maintaining employee satisfaction

Experience

  • Workforce Manager

    at telecom egypt

    January 2018 - at Present

    Muḩāfaz̧at al Jīzah

    • consultant to Operations, Training, Recruiting, Command Center, Program Management, and other members of the team so we can maximize revenue at reduced operational cost. • Used quantitative analysis techniques to cater to various business planning requirements including key customer operation center drivers to assist in forecasting accurate transactions volumes and associated staffing • Involved in evaluation of key performance indicator against forecast and reconciliation of monthly variances

  • Workforce section head

    at TE-Data

    February 2012 - December 2017

    Muḩāfaz̧at al Jīzah

    Heading contact center resource planning, with its two functions, Workforce management and Real-time management. Ensure cost minimization through lean six sigma projects, and improving performance. Ensure “cost effective” models are followed through effective resource management across contact center. Align with all management levels in case of expected events, or potential crisis situations. Working with VMO team to ensure the maximum efficiency of our third parties CSP.

  • workforce management supervisor

    at TE-Data

    January 2010 - January 2012

    Muḩāfaz̧at al Jīzah

    Scheduling and forecasting supervisor , following the processes of forecasting & scheduling and provide the solutions for any problems in additional to provide my management with needed resources plans as well as the reporting issues to confirm the commitment of our targets.

  • Workforce Team leader

    at TE-Data

    January 2008 - December 2009

    Muḩāfaz̧at al Jīzah

    Working on the call center schedule and following the call center processes in additional to reporting the problems to the higher level management Applying the call center & workforce rules and working on WFM pointing system.

  • Technical support engineer

    at TE-Data

    December 2006 - December 2007

    Muḩāfaz̧at al Qāhirah

    Receiving the TE-Data ADSL end customers calls and handling their technical problems on the first level support Reporting & routing the technical issues to TE-Data involved teams through ticketing systems if needed. Apply TE-Data quality rules to insure the customer satisfaction

  • IT engineer

    at C3 - Call Center Company

    May 2006 - December 2006

    Muḩāfaz̧at al Qāhirah

    Working on PCs & network maintenance Applying the security polices according to C3 house rules

Education

  • COPC

    at COPC.Inc

    2016 - 2016 (1 year) Muḩāfaz̧at al Qāhirah

  • Bachelor Degree

    at Helwan University

    2000 - 2005 (5 years) Muḩāfaz̧at al Qāhirah

Services offered

  • Workforce management

    I have a demonstrated ability to work collegiality with leaders across business units and lines of business and I have experience of working in a fast-paced environment, with strong verbal and written communication skills as well as good interpersonal skills to liaise effectively with internal and external stakeholders, both face-to-face, over the phone and via e-mail. i am a highly motivated individual who is comfortable working with statistical software and building data warehouses, as well as managing and delivering projects, often autonomously. I am experienced in using all the functionality of Microsoft Excel and Business Intelligence reporting environment to design reports that triangulate workforce, finance and activity data with intelligently presented outputs.

Knowledge and keywords

Languages

  • Arabic Native

  • English Negotiation

Hives