Ahmed Syed Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Remote

- Forecast call volumes and staffing requirements based on historical data, trends, and business needs.- Create and maintain accurate staffing to ensure optimal coverage and service level targets are met.- Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.- Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges.- Develop and maintain effective communication channels with Stakeholders.- Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.- Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.- Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.- Assist in training and mentoring new workforce planners to ensure a high level of competency within the team.

-Developed and implemented an optimized scheduling system, resulting in a 20% increase in productivity and a 15% reduction in overtime costs.-Analyzed historical data and market trends to forecast demand and create accurate production schedules, resulting in a 95% on-time delivery rate.-Collaborated with cross-functional teams to develop long-term capacity plans, ensuring the organization's ability to meet customer demands.-Developed an automated resignation system that improved productivity 15%.- Repairing and managing short term and long-term staffing forecasting and scheduling per client/languages to ensure that enough staff is available to perform all required tasks.- Schedule design per interpreters - creation and maintenance of a best fit, dynamic schedule - considering all clients languages sets and demographical restrictions.- Measure and control staff forecast and productivity through reporting and latest forecasting techniques in-order to maximize staff utilization and productivity to meet revenue targets.- Communicating to service delivery managers any updates that affects the operational day to day work including but not limited to workforce daily metrics and productivity, and schedules to ensure the optimum productivity.- Managing the hiring plan requests considering the attrition% and training fulfillment.- Communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards when it comes the required headcount.- Extracting data through internal and external applications in-order to be analyzed to support Workforce related tasks.- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.- Monitoring contact volumes, ASA against plan, and report issues to Operations where appropriate using IMS and Community system.

New Cairo, Cairo, Egypt

• Interpret data, analyze results using statistical techniques and provide ongoing reports• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality• Acquire data from primary or secondary data sources and maintain databases/data systems• Identify, analyze, and interpret trends or patterns in complex data sets• Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems• Work with management to prioritize business and information needs• Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems. Presents trend reports to management to assist in organizational development.• Designs and utilizes survey/reports to monitor and assess service center performance.• Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes).• Provides training to Customer Service Reps./Management on software and statistical data.• Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed.• Develop and run data queries from core source systems as well as learn and utilize report writing skills using Structure Query Language (SQL) and Excel.

Cairo, Egypt

First-class/ Orange money representativeTasks• Actively support the resolution of customer care related issues.• Drive and maintain high customer satisfaction through timely and high quality customer service.• Processing payments.• Solving customer's problems.• Training new colleagues.

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