Experience

Proper Business Solutions

• Egypt
• Outsourcing/Offshoring
• 300 - 400 Employee

• RTM Manager

  • Aug 2022 - Present

• RTM

  • May 2021 - Present

  Executes plans and ensures effective implementation of schedules.Administers Call Center Agents’ scheduling.Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.Create and deliver daily, weekly and monthly reports.Communicate changes to scheduling to ensure suitable daily resource coverage.Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.Manage non-productive time request process, ensuring activities are planned without any negative impactingResponsible for ensuring that operations are performing according to key call center performance metrics.Responsible for ensuring that optimum service levels are achieved on a daily, weekly and monthly basis in order to drive up service level consistency.Hourly Intervals ManagementUpdating the Automated Intervals SheetHourly Flags (Detecting patterns of lack of production)Dialer Reports



UX Centers

• Morocco
• Telecommunications
• 400 - 500 Employee

• Cluster Real Time Analyst

  • Jan 2021 - May 2021

  Dedicated advanced reporting Analyst will be required to handle all new onboarding and EWFM profile creation, changes, shift updates, headcount changes, within EWFM and FilesVendor “Real Time Management Analyst” is responsible for maximizing resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real-time daily intraday management. This position requires the ability to demonstrate a strong understanding of WFM planning, forecasting, managing to demand and capacity concepts in a contact center environment.Work closely with other team members (internally and externally) to effectively coordinate activities of resources based on volumes and staffing across multiple sites.Set skill priorities and adjust as needed.Track, address and escalate interrupting work (including system issues) while reporting any significant developments and provides reallocation recommendations to CS and Command Center and Site leadership.Upkeep daily journal of day's events to ensure all actions taken are documentedProvide stats throughout the daily/intra-day performance reports to CS leadership and National Command CenterEnter EWFM Staff Agent Exceptions real-time for all daily scheduled agent movement as information is and should be provided by the Operations Team real-time (heavy workload and VERY critical to hourly/daily/weekly)

• Real Time Analyst

  • Jul 2020 - Jan 2021

  Daily Responsibilities: This is during full operational hours 7 days a weekCreate and maintain real-time, historical and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the organization.Send out daily interval reports to National Command CenterEnsure and facilitate the best use of resources to meet the needs of organization as defined by “Service Level agreements”.Assist in the development of new and/or redesigned processes based on both long-term strategies and tactical priorities.Effectively partner with other support areas to develop and execute on plans, strategies and results.Act in a collaborative capacity to resolves problems/issues quickly and effectively across all LOB’s.Monitor contact center performance and make real-time staffing adjustments to ensure that service goals are met.Maintains constant communication across departments/sites to acquire and communicate details that influence call volume delivery, AHT or adherence against schedules.Optimize the use of real-time monitoring tools (RTA) and workforce management techniques to improve resource efficiency and effectiveness.Monitor multi-site real-time adherence and communicate with sites when agents are out of adherence.Analyze current days queue performance, compare with staffing plan and previous day's historical to develop a course of action to ensure service level goals are met.Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets.



Wasla Outsourcing

• Egypt
• Outsourcing and Offshoring Consulting
• 500 - 600 Employee

• Workforce Management Analyst

  • Jul 2018 - Jul 2020

  Analyze contact volume patterns by campaigns, contact groups, queues, and agents’ skillsets.Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels.Utilize workforce management software to forecast contact volume and schedule staff.Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary.Ensure schedules are generated timely to maximize the effective allocation of resourcesCollaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilizationAnalyze workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and forecasting purposesLead/participate in workforce management-related projects.Extensive experience in workforce management with recent focus on forecasting for complex and dynamic programs in an inhouse or BPO company.Advanced Excel (VBA) and data visualization skills.Excellent written and verbal English communication skills, able to work with various levels in the organizationHave a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels

• CS Team leader

  • Jul 2017 - Jul 2018

  Oversee all aspects of team member training and development related to programs and business needsAvailable according to US-based work hoursEnsure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employeesOversee performance and quality standard reviews to ensure outcomes meet business expectationsProvide daily, weekly, and monthly Operations reports on the state of the business performanceTroubleshoots and creates action plans to quickly and effectively address problems.Identifies process improvement opportunities to drive operational efficiencies.Monitors all key metrics in support of meeting/exceeding initiative objectivesParticipates in and monitors selection process for SME’s and TL’sSupervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring

• Back Office Employee

  • Jan 2017 - Jul 2017

  Handle emails and chat in a timely matterFollow communication “scripts” when handling different topicsIdentify customers’ needs, clarify information, research every issue, and provide solutions and/or alternativesSeize opportunities to upsell products when they ariseBuild sustainable relationships and engage customers by taking the extra mileKeep records of all conversations in our call centre database in a comprehensible wayFrequently attend educational seminars to improve knowledge and performance levelMeet personal/team qualitative and quantitative targets

• Customer Service Technical Support

  • Jul 2016 - Dec 2016

  Provide comprehensive and exceptional technical support to Tempo customers via chat, email and phone. Become a Tempo product expert with the ability to answer customers’ product, service, and order related questionsFacilitate execution and resolution of special support projects Understand, identify and document customer technical points and share insights with internal teams to constantly improve the customer and product experience

• Customer Service Representative

  • Dec 2015 - Jul 2016

  ▪ Handle Egyptian Customers inquires and complaints.▪ Log customer details on the CRM.▪ Provide customer with accurate information and right solutions.