Asmaa Adham Email & Phone Number

Dubai, Ae

United Arab Emirates

Dubai

United Arab Emirates

Dubai

Cairo Egypt

•Create, analyze and monitor staffing needs to optimize network resource planning.•Forecast future staffing needs based on historical data and predictive analytics in order to properly staff for 24/7 production, taking into account seasonality and external factors, as well as internal factors such as new product incubation, city expansions, and drive continuous improvement to these Workforce Management processes in order to give more accurate predictive staffing.•Present recommendations for long term forecasts (staffing-hiring) to senior leadership on network performance and future outlook.•SQL Experience to interrogate large data sets.•Set realistic service level agreements and create Contact Backlog reports which are distributed to multi stakeholders, continuously serve as a “health check point’ for the business.•Develop, manage and adhere to a financial budget in conjunction with Strategy and planning regarding staffing level, working hours and KPIs.•Encompass all aspects of managing the complete workforce life-cycle and supports the business with key insights into how its workforce is performing•The role of workforce optimization is to tie together soiled systems and bridge between the three main stakeholders of Client, operations and IT•Automating entire processes, making key data more visible to support better decision-making, ensuring compliance with a wide range of relevant legislation and solving business problems related to staff•Automating entire processes, making key data more visible to support better decision-making, ensuring compliance with a wide range of relevant legislation and solving business problems related to staff•COPC Certified, is a performance system for managing customer experience operations, it offers a set of management practices and key matrix/measurements for operations that are involved in managing the customer experience through a single channel or across multiple channels

Cairo Egypt

• Act as a frontline interface with customers of Vodafone UK Customers. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard• Own and manage the client relationship: resolving calls efficiently and effectively.• Ensure service level agreements are met and maintained.• Work as part of a team to ensure offering world-class Customer Service at all times.• Be proactive in regards to the improvement of processes and procedures.• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.