Mostafa Fathy El-Sayed Saker

adazg0@r.postjobfree.com 002-010-64447700 & 002-012-26065562 Cairo Egypt,

Ain Shams, Cairo

Law Pass

EMPLOYMENT

Head of Workforce Planning and performance analysis Wasala outcoursing More than 3000 agents

Cairo Dec 2018 Current

Job Duties & Responsibilities:

Manage Workforce teams.

Build the capacity Plan for all Line of Business across the company.

Communicate with Clients in any issue related FTE, SLA and Answered calls.

Identify the factors that influence staffing numbers.

Identify the needs of each project (Staff, Seats and reports) according to the targets set by the client.

Determine the impact on service when staff is added or reduced.

Forecast targets to actual on a daily basis, responds to issues and implement necessary adjustments to achieve these goals.

Identify the implications of a union environment on scheduling options.

Create Workforce Team Schedule.

Analyses tracks and maintains daily log of events relating to business results and provides recommendations as required.

Analyse projects’ performance reports.

Set KPI targets for the local projects on monthly basis.

Supervise the performance of the Real-Time team.

Distribute workload on the Real-time controllers and monitor their adherence to schedule.

Develop project performance monthly reports

Ensure the implementation of quality standards and applying workforce processes

Head of Workforce Department Flyin.com www. Flyin.com (250 employees)

Cairo Sep 2016 – Dec 2018

Job Duties & Responsibilities:

Identify the factors that influence staffing numbers.

Forecast targets to actual on a daily basis, responds to issues and implement necessary adjustments to achieve these goals.

Identify the implications of a union environment on scheduling options.

Analyse tracks and maintains daily log of events relating to business results and provides recommendations as required.

Supervise the performance of the Real-Time.

Develop project performance monthly reports

Advises of potential performance concerns and recommends solutions

Reviews data to identify trends or patterns of practices / behaviours that negatively impact operations.

Create and Identify, evaluate, and implement new options/ideas for improving the external and internal customer experience.

Work with other teams to resolve complex problems producing solution outside established procedures.

Monitoring all queues in terms of available hours/SL.

Analyzes regularly contact centre performance and review actual results against company objectives, campaigns and assumptions.

Reviews plan on forecast models and staffing plans on a regular basis for data validation and address any changing operational needs or business rules.

Measures forecasting accuracy according to actual volumes and account for variances.

Analyzes past volume and staffing patterns and implements based on the forecast provided by the client staff to ensure service goals are met and communicates with Commercial teams in case any resizing issues needs to be tackled with the client

Conducts analysis and recommends solutions to real time performance issues with the operational business units.

Coordinates with Director of Operations to interface to handle account management issues.

Meets department budget goals by controlling costs for equipment and personnel.

Ensures team accurately tracks and manages call center schedule adherence.

Prepares daily/weekly/monthly reports including Telecommunication and presents it to the Management team.

Work with Senior Management team on initiatives to support new business growth and overall operations.

Achievements:

Designed new professional Call centre reports ( tardy Conformance, Schedule intraday,AHT) and also Design a new MIS reports

Workforce Planning Acting supervisor Wasla outsourcing www.wasla.com (1860employees)

Cairo Mar 2014 to Sep 2016

Job Duties & Responsibilities:

Manage Workforce planning team.

Communicate with Clients in any issue related FTE, SLA and Answered calls.

Identify the factors that influence staffing numbers.

Identify the needs of each project (Staff, Seats and reports) according to the targets set by the client.

Forecast targets to actual on a daily basis, responds to issues and implement necessary adjustments to achieve these goals.

Identify the implications of a union environment on scheduling options.

Create Workforce Team Schedule.

Analyzes tracks and maintains daily log of events relating to business results and provides recommendations as required.

Analyze projects’ performance reports.

Distribute workload on the Real-time controllers and monitor their adherence to schedule.

Ensure the implementation of quality standards and applying workforce processes

Advises of potential performance concerns and recommends solutions

Achievements:

Wasla certified COPC 3 times. With different Projects.

Design an effective Hiring plan and capacity for all Wasla Projects including Vodafone

Provide more than250 Workforce Training hours.

Set Plan to save our clients demands with the country security situation,

Workforce Supervisor First Services (150 employees)

Cairo Dec 2013 to Mar 2014

Job Duties & Responsibilities:

Identify the factors that influence staffing numbers.

Identify the needs of each project (Staff, Seats and reports) according to the targets set by the client.

Calculate staff, trunk workload.

Determine the impact on service when staff is added or reduced.

Forecast targets to actual on a daily basis, responds to issues and implement necessary adjustments to achieve these goals.

Identify the implications of a union environment on scheduling options.

Create Workforce Team Schedule

Analyzes tracks and maintains daily log of events relating to business results and provides recommendations as required.

Analyze projects’ performance reports.

Ensure the implementation of quality standards and applying workforce processes

Workforce Senior Analyst Wasla outsourcing www.wasla.com

Cairo 1 Jan 2012 to Dec 2013

Job Duties & Responsibilities:

Identify the factors that influence staffing numbers.

Identify the needs of each project (Staff, Seats and reports) according to the targets set by the client.

Calculate staff, trunk workload.

Determine the impact on service when staff is added or reduced.

Forecast targets to actual on a daily basis, responds to issues and implement necessary adjustments to achieve these goals.

Identify the implications of a union environment on scheduling options.

Create Workforce Team Schedule

Analyze tracks and maintains daily log of events relating to business results and provides recommendations as required.

Analyze projects’ performance reports

Distribute workload on the Real-time controllers and monitor their adherence to schedule.

Develop project performance monthly reports

Ensure the implementation of quality standards and applying workforce processes

Achievements:

Wasla certified COPC twice.

Devolved new tool using Excel to calculate Agents Adherence per intervals.

Provide more than150 Workforce Training hours.

Set Plan to save our clients demands with the country security situation, especially our Company locate near to Ithadia Place.

Workforce Real time Wasla outsourcing www.wasla.com

Cairo 1 Feb 2011 to 1 Jan 2012

Job Duties & Responsibilities:

Identify the component used to track daily performance.

Monitor and control implementing of schedule plans.

Identify the impact of missing staff and service.

Identify the common reasons for attendance and adherence problems.

Measuring shrinkage, accuracy, and adherence.

Tele Sales Agent Wasla outsourcing www.wasla.com

Cairo 1-Aug-2009 to 2 Feb 2011

Vodafone telesales Rep

Courses

1.Workface Shadowing and training At Mobinil

2.ISO Auditors course.

3. R programming.

Contact this candidate