Cooperate with department heads to forecast the needed manpower, and regularly adjust the organizational chart along with the job descriptions to ensure all are up to date and comprehensive. • Work effectively with departments' heads and key business stakeholders to develop and deliver the workforce plan in a consistent and integrated way• Develop, implement and publish an annual and a 3-year workforce plan that includes all large recruitment intakes, internal talent movement, and talent needs that requires specialist training• Identify gaps where succession planning or talent management can be used effectively (relocation - expatriates- pension)

Identified training and development needs within the organization through job analysis, appraisal schemes and regular consultation with business managers. Developed and conducted effective induction program. Updated and maintained training records on Oracle. • Implemented and reviewed appropriate systems and methods for the Training Needs Assessment process and the effective implementation of the annual training plan• Created an internal training process along with a unique team of internal trainers to raise performance standards and reduce training costs • Monitored and reviewed the progress of trainees through questionnaires and a variety of evaluation methods in cooperation with departments heads

•Conduct Induction and Product training to the newly hired at Wind Canada account•Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures•Attend meetings to obtain information for use in training programs and to inform management of training program status•Develop alternative training methods if expected improvements are not seen•Monitor, evaluate, and record trainees progress and program effectiveness•Organize and develop guides and course materials such as handouts and visual materials whenever the current ones need updates

● Orient students to the booming BPO Industry in Egypt● Conduct Voice and Accent Session covering consonant sounds, vowel sounds, syllable stress, and the effective use of tone based on the Standard American English● Conduct Customer Service sessions covering Call Handling, Building Rapport and Empathy, Customer Satisfaction vs Customer Delight, Listening skills, Questioning Techniques, and Handling Different Types of Customers● Conduct Grammar sessions and Business writing● Assess and evaluate each student by the end of the training