Experience

Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. planning Analyst - WFM

  • Aug 2022 - Present



Andalusia Health Egypt

• Saudi Arabia
• Hospitals and Health Care
• 300 - 400 Employee

• Regional planning&performance supervisor

  • Mar 2021 - Oct 2022



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sr. Workforce analyst

  • Dec 2018 - Jan 2021



Majorel Egypt

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

• Sr. Workforce Specialist

  • Jun 2018 - Dec 2018

  Job Role The Workforce Scheduling Analyst is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Workforce Scheduling Analyst works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs. Responsibilities 1. Work directly with the client and site operations team to build staffing strategies that take into… Show more Job Role The Workforce Scheduling Analyst is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Workforce Scheduling Analyst works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs. Responsibilities 1. Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections. 2. Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency. 3. Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information. 4. Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency. 5. Prepare and disseminate timely and accurate reports to operations management and clients. 6. Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.

• Intraday analyst

  • Jun 2016 - Aug 2018