Workforce Team Leader June 2017 - Present ( 4 Years - 6 Months )


Achievements and responsibilities:
• Comprehensive oversight and direction of all Workforce Management activities
• Ensure alignment of client goals and deliverables with all business units to support revenue growth, maximize production through effective workforce planning
• Coordinate alignment with Production Leaders, Human Resources, Training and IT personnel and clients
• Conduct regular review meetings with internal operations and client teams
• Diagnose and identify areas of opportunity for greater efficiency and revenue growth Provide operational and analytical support to Senior Leadership in evaluation of business strategies, budgets and what-if scenarios
• Establish and implement policy, process, measurement and call center operations technical solutions
• Successfully meet KPIs and other metrics for multiple client programs
• Create workload forecasts, staffing plans and budgetary projections
• Guide, train, lead and manage team through use of multiple WFM scheduling tools Lead, develop and implement agent schedules and intraday management strategies Produce operational reporting required to drive success of client projects
• Coach, motivate and develop subordinate team to exceed objectives
• Ensure company policies and procedures are administered and upheld
• Execute innovative solutions to problems and processes to ensure client success

Senior Workforce Analyst April 2016 - June 2017 ( 1 Years - 2 Months )


Achievements and responsibilities:
* Implementation and administration of Workforce Management platform ;
* Maintain and analyze workforce performance ;
* Coordinate all reporting related to workforce management ;
* Build staffing strategies that account for growth, seasonal variations, special events affecting call volume and other cyclical patterns ;
* Configure system in a web-based format that allows Operations management to analyze team performance ;
* Build staffing forecasts ;
* Ensure service levels, revenue goals, operating and budget parameters are me ;
* Maintain fair scheduling practices that meet business and employee needs ;
* Lead analysis for continuous quality and productivity improvement ;
* Produce performance and volume trend analysis ;
* Run gap analysis on the effectiveness of historical data to model ;
* Verify staff adherence to schedules and report variances ;
* Monitor real-time Automatic Call Distributor performance and perform skilling adjustments ;
* Build disaster recovery and contingency plans. Lead product selection,

Workforce Analyst June 2013 - April 2016 ( 2 Years - 10 Months )


Achievements and responsibilities:
* Gather information on hours worked for each employee ;
* Calculate the correct amount incorporating overtime, deductions, bonuses etc. with assistance of a computer system ;
* Receive approval from upper management for payments when needed ;
* Administer statements of payment to personnel either electronically or on paper ;
* Keep track of hour rates, wages, compensation benefit rates, new hire information etc. ;
* Address issues and questions regarding payroll from employees and superiors ;
* Prepare reports for upper management, finance department etc. ;
* Determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. ;
* Prepares service reports by collecting and analyzing customer information. ;
* Contributes to team effort by accomplishing related results as needed. ;
* Preparation of all reports for agents. ;
* Manages agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level objectives are met. ;
* Supports and manages WFM database; update new hires, attrition, transfers, and promotions. ;
* Monitors intra-day call volume to ensure call volume is in compliance to forecast. Monitors Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day. ;
* Creates and maintains the Forecasting model, (FTEs, volume, productivity, etc.) on a weekly, monthly, and annual basis for the assigned areas of the Servicing team. ;
* Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization. ;
* Establishes strong partnerships and serves as functional expert for assigned lines of business. ;
* . Proactively seeks opportunities to improve processes that lead to operational effectiveness and a positive impact to the customer experience (meet objectives, including meeting expected service levels). ;
* Generates analysis and reports to support business case development and to identify and address emerging trends and issues and track performance to forecast to improve the efficiency and effectiveness of the organization. ;
* Generates and communicates off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management. ;
* Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures. ;
* Other duties as required.

Account Advisor March 2012 - June 2013 ( 1 Years - 3 Months )


* Answer phones and respond to customer requests
* Provide customers with product and service information ;
* Identify, research, and resolve customer issues using the computer system ;
* Follow-up on customer inquiries not immediately resolved.
* Complete call logs and reports.
* Research billing issues
* Research misapplied payments
* Recognize, document and alert the supervisor of trends in customer calls
* Recommend process improvements ;
* Other duties as assigned
* Provide all kind of service (Road assistance / Sales / after sales / Appointments / Handling Complain. ;
* Receive customer / client sales orders, (by telephone, fax and mail) and process such orders on the Oracle System and CRM. ;
* Taking and inputting (data entry) correct client/ customer details, (names and addresses) into the Oracle system and CRM



Ain shams University 2012

Bachelors Degree, Accounting, Fair

Modern School ahmed esmat 2003

High School , Egyptian High School, Good


• Public Relation from Egypt Air. • International Computer Driving License (ICD

From in January 1970


  • • Ability to analyze and solve business problems. • Strong communication and interpersonal skills. • Capable of working under high pressure. • Capable of working in team and got high team spirit
  • • Ability to gather data
  • A passion for detail
  • A thirst for knowledge. Knowing about low
  • compile information and repair report
  • Customer service skills
  • high level in Microsoft Office
  • including Excel
  • Outlook and PowerPoint. Computer system fair level.Accurate
  • regulations and mathematics
  • rules
  • Word

Personal Info

Gender: Female

Birth Date: 1987-02-03

Nationality: Egypt

Country: Egypt

City: Cairo

Visa Status: Citizen

Number of Dependants: 1

Marital Status: Not Selected

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