Hadeer Khalaf

RTM Analyst | Real Time Management at Raya CX
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Contact Information
us****@****om
(386) 825-5501
Location
EG

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Credentials

  • Ask Questions to Make Data-Driven Decisions
    Google
    Dec, 2022
    - Sep, 2024
  • Data Analysis and Visualization with Microsoft Power BI
    Udacity
    Jul, 2022
    - Sep, 2024
  • Foundations: Data, Data, Everywhere
    Google
    Jul, 2022
    - Sep, 2024
  • Business Skills
    Zedny Educational Services
    Feb, 2022
    - Sep, 2024
  • Data Analysis Professional
    Udacity
    Jan, 2022
    - Sep, 2024
  • Data Analysis Challenger
    Udacity
    Aug, 2021
    - Sep, 2024
  • Excel Power Query
    Udemy
    Aug, 2021
    - Sep, 2024
  • Command line
    Udacity
  • Microsoft Excel
    W3Schools.com
  • Python
    W3Schools.com

Experience

  • Raya CX
    • Egypt
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • RTM Analyst | Real Time Management
      • Apr 2022 - 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.- Reconciles daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.- Create and deliver daily, weekly and monthly WFM reports.- Communicate changes to scheduling to ensure suitable daily resource coverage.- Maintain running report of attendance incidents.- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.- Ability to facilitate Daily Operations updates.- Manage non-productive time request process , ensuring activities are planned without impacting SLAsReports the operational violations to HR to implement CC Code of Conduct.- Perform any additional related tasks. Show less

    • Customer Service Agent
      • Oct 2018 - Apr 2022

      - Giving the customer any numbers of institutions or government agencies located inside the UAE.- Giving them the sites of institutions and government agencies with the possibility of delivering it by describing the way to them.

  • Orange Egypt
    • Egypt
    • Telecommunications
    • 700 & Above Employee
    • Customer Service Agent
      • May 2018 - Sep 2018

      Handling all the inquiries, requests and complaints of the customers which are received via inbound/outbound calls or mails in order to fulfill their requirements within the quality standards of the company and departmental objectives to maintain company image. Handling all the inquiries, requests and complaints of the customers which are received via inbound/outbound calls or mails in order to fulfill their requirements within the quality standards of the company and departmental objectives to maintain company image.

Education

  • Cairo University
    Bachelor of Arts - BA, oriental languages department of Turkish
    2014 - 2018
  • Udacity
    Bachelor's degree, Data Analysis and Visualization With Microsoft Power BI
    2022 - 2022

Community

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