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Contact center Workforce Management & IM Officer customer experience

Location:
Cairo, Cairo Governorate, Egypt
Posted:
February 28, 2018

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Resume:

Curriculum Vitae

Mohamed Fawzy Ragab Ali

**st El Gomhoria – El Taawon city

Shobra El Khema – Qalubia.

Mobile No: (02-010*-***-**-**

Email: ac4nef@r.postjobfree.com

Objective

Seeking a challenging Job Opportunity in a well-established Organization where my Experience and Skills can be well utilized and where I can have a role in its development and progress.

Education

2004 - 2008 Major Tourism Studies, Faculty of Tourism & Hotels.

Future Academy Cairo, Egypt.

Grade: Good.

Skills

Computer Skills:-

o Very good knowledge of ofce e, 2003, 2007, 2010 & 2013. o Very good knowledge of windows e, me, 98, 7, 8 and windows 10. o Very good resentation Skills.

o Very good Knowledge of Internet Applications.

o Very good knowledge of CRM & Siebel applications.

Language Skills:

o Native language: Arabic.

o Very Good Command of both writen and spoken English. o Good Command of both writen and spoken Russian.

Courses Experience

Time Management course Cairo, Egypt Sponsored by American chambers Cairo.

Advanced Business writing course Cairo, Egypt Sponsored by American chambers Cairo.

Business writing course Cairo, Egypt Sponsored by Raya Holding.

Customer orientation course.

Effective Communication course.

Advanced Excel Training Course Cairo, Egypt Sponsored by Raya Holding.

Developed Language and Computer skills.

Enhanced resentation & roject Development skills.

Course Customer service in Raya Contact Center.

Course Telesales in Raya Contact Center.

Advanced leadership & operation Team Leader at Raya Contact Center.

Soft skills Training: Communication skills _Customer Service _ Complaint Handling at Raya Contact Center.

Course Amadeus visa to reserve fight tickets in Future Academy.

Working Experience

(2018 – Till present) Atjariwafa bank Egypt

o Contact center Workforce Management & IM Ofcer customer experience

Review LOBs K Is (WFM metrics).

Assures that all plans and schedules are implemented with the agreed quality bench mark and with compliance with the WFM methodologies.

ropose recommendations and action plans for any dropped metric such as service level, adherence, absenteeism, utilization, AHT, occupancy, tardiness and conformance.

rovide analytical support to operations.

Measuring plans effectiveness and modifying it according to the new updates and concurrent situations.

Working on calculating all contact centers' fnancial invoices reports according to bank's agreements.

Focusing on Customer satisfaction, decreasing customer efforts and increasing customer loyalty.

Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis.

Supervise managing non-productive time requests to enhance LOBs deliverables.

Responsible for tasks of K I's & Schedule adherence & agent’s atendance & absenteeism etc...

Full aware of WFM system and all related reports & forecasting and creating stafng scenarios for inbound and outbound business functions.

Measuring different LOBs projects performance on monthly, quarter and semiannual basis.

Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on bank's agreements

Workforce “Real-Time”.

Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.

Executes plans and ensures effective implementation of schedules.

Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.

Modifes the stafng plan to ensure meeting the respective targets.

Administers Call Center Agents’ scheduling.

Reports the agents’ operational violations to HR to implement CC Code of Conduct.

Uses over and under rules to minimize the gap between actual arrival paterns and forecasted paterns.

erforms other related duties.

Manages the daily agents’ schedule in coordination with the operations.

Calculating the required Staff on monthly basis comparing with Actual staff to make sure all LOBs staffed.

Measuring long / short term plans accuracy to make sure all K Is on track. Amending Short / Long term plans if needed to match the new requirements.

(2009 – 2018) Raya Contact Center Maadi ark & 6 October, Egypt o Acting as Workforce Specialist (Workforce management)

Responsible for the supervision of the RTM team members Senior Analyst\Analysts (17 heads)

(Coaching & Development) to ensure the execution of planned schedules are done with the agreed quality bench marks.

Charge of managing the performance of the team and handling all escalations and conficts to achieve the project’s K Is and reach the client’s satisfaction.

Review projects K Is (WFM metrics).

Assures that all plans and schedules are implemented with the agreed quality bench mark and with compliance with the WFM methodologies.

ropose and participates in contingency plans whenever needed.

ropose recommendations and action plans for any dropped metric such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.

Owns and provide head count reports for each project model.

rovide analytical support to operations.

Review and confrm modifcations needed for the stafng plan to ensure meeting the respective targets.

Owns and review overall projects K Is reports and deliver it to the management and clients on time.

lanning on the near and long term for all assigned projects.

Measuring plans effectiveness and modifying it according to the new updates and concurrent situations.

Working on calculating all fnancial invoices according to the agreement with clients.

Focusing on Customer satisfaction, decreasing customer efforts and increasing customer loyalty.

Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis.

Communicated with the concerned parties any changes of scheduling to ensure suitable resource coverage.

Supervise managing non-productive time requests to enhance projects deliverables.

Manages Senior Analysts and Analysts performance and objectives.

Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

Set clear team goals.

Delegate tasks and set deadlines.

rovide the team with a vision of the project objectives.

Handle all team escalations and feedback and work on resolving their issues.

Motivate team members and recognize high performance and reward accomplishments.

Create and environment oriented to trust, open communication, creative thinking and cohesive team efforts.

rovide any training that team members need.

Responsible for performance appraisals of all direct reports. o Senior Analyst Workforce - Etisalat Dubai LOBs.

Responsible for tasks of K I's & Schedule adherence & agent’s atendance & absenteeism etc...

Full aware of WFM system and all related reports & forecasting and creating stafng scenarios for inbound and outbound business functions.

rovide back up and assistance to foor Customer Service Staff.

Measuring different projects performance on monthly, quarter and semiannual basis.

Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on client's agreements o Analyst Workforce - Etisalat Dubai LOBs

Workforce “Real-Time” (Raya contact center).

Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.

Executes plans and ensures effective implementation of schedules.

Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.

Modifes the stafng plan to ensure meeting the respective targets.

Administers Call Center Agents’ scheduling.

Manages the daily agents’ schedule in coordination with the Team leader.

Reports the agents’ operational violations to HR to implement CC Code of Conduct.

Uses over and under rules to minimize the gap between actual arrival paterns and forecasted paterns

erforms other related duties.

Administers Call Center Agents’ scheduling.

Manages the daily agents’ schedule in coordination with the operations.

Calculating the required Staff on monthly basis comparing with Actual staff to make sure all LOBs staffed.

Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on client's agreements

lanning for next month’s Staff based on rogram budget and Expected revenue.

Measuring long / short term plans accuracy to make sure all K Is on track.

Amending Short / Long term plans if needed to match the new requirements. o Co-trainer project Nissan for around two years.

o Worked as an operation senior account advisor in Nissan Motor Egypt project. o Worked as an operation account advisor in Nissan Motor Egypt project. o Worked as an operation account advisor in MSAD project.

(2004 – 2008) Tourism

o Worked as a senior front ofce reception in Maxim INN hotels & resorts in Marina for four seasons

(2005: 2008).

o Experience in front ofce casher works.

o Tel operator.

ersonal qualifcations

Strong analytical Skills.

Very good Data and Information Analysis.

Strong roblem Solving Skills.

Very good in Budgeting and Cost management.

Very good in planning and long term goals achievements.

Creativity and innovation.

Atention to Details.

Ability to handle Multiple Tasks.

Ability to handle ambiguity and change.

resentation.

Self-motivated, ambitious.

Hard worker, team work attude.

High fexibility in working under pressure and for long hours, keen on dealing with eople from different background and culture.

Sharing my manager in some problems that are facing our work.

Dealing with customers face to face and also on phone.

Responsible for some administrative affairs.

ersonal information

Date of birth: 1/1/1987.

Marital status: Single.

Military status: Exempted.

Nationality: Egyptian.



Contact this candidate