• Forecast workload and schedule workflow requirements according to established standards• Manage capacity planning against partner’s efficiencies• Analyze to grab any opportunity of cost savings within targeted business rules, achieving best customer experience and facilitate our people lives with designing business rules and shrinkage models• Manage trending changes for precaution and contingency plans to balance achieving targets• Stabilize cyclic seasons with their specialized requirements and logistics such as Ramadan• Administer the managed services plans balanced with in-hand budget and resources• Catchup departmental direction to spot the right raised flags of opportunities and risks• Mastermind analyzing reasons behind any drawback in each operational pillar to catch up any required change • Direct spotting gaps, enhancing process, and recommending changes through assessing the performance against the targets• Manage analyzing departmental workload, resources utilization and capacity for best use and highlight any abnormalities • Oversee design, execution, and review of reporting scorecards• Provide wrap up to top management including key indicators such as call drivers, AHT, trending comparisons• Oversee managing the actual real-time incidents to minimize the impact of sudden system outages, abnormal call trends, staff adherence to KPIs, etc.

o Leading the Capacity planning by adjusting and maintaining the staffing levels to meet the service requirements and staffing demandso Forecasting, tracking, optimizing, and managing service performance across all EMEA markets to insure the best utilization and maximum efficiency against the planned investmentso Building a strong relationship with external clients and internal departments to secure a better environment for the business growth

• Managing and driving Vendor’s performance to meet the business strategies and directions, and insuring budgets are meeting expectations and key performance indicators• Working as a WFM Lead, leading Careem RTM team to manage Careem multiple services across all EMENA and Pakistan markets, Communicating managing Careem services with Partners and service vendors.

Leading a WFM team as Planning / Forecasting / Real time Management teams responsible for Etisalat UAE operations, Inbound GSM & Fixed Lines, Service Recovery, Collections, Telesales, Back Office and Non Voice operations.- Capacity planning, hiring plan, Long & Short term Forecasting and scheduling- Leading WFM team- WFM MIS

Leading a WFM team as Planning / Forecasting / Real time Management teams responsible for Etisalat UAE operations, Inbound GSM & Fixed Lines, Service Recovery, Collections, Telesales, Back Office and Non Voice operations.- Capacity planning, hiring plan, Long & Short term Forecasting and scheduling- Leading WFM team- WFM MIS

• Worked as a Senior Planner and Forecastero Responsible for Etisalat UAE GSM services, and Etisalat Directory Query.- Setting short/long term plans alongside with operations managers and following up with the involved departments.- Simulating the upcoming performance based on historical performance.- Setting the upcoming staffing/Hiring plans depending on the expected forecast.- Generating the upcoming forecast by analyzing the historical data.

Managing the Real-time team in the WorkforceManagement handling Etisalat UAE operations.(Handling the Program performance to meet the client satisfactions with max revenue, and providing the operations with the efficiency and performance reports that measures the operations performance leading the chance for the improvements by analyzing and presenting the planes and

Worked as Real Time Analyst in Real Time Management team (Wind Mobile Canada,SAMSUNG UK, Western Union US & Canada, SAMSUNG EG, Vodafone EG Accounts) Teleperformance Egypt December 2011 till March 2014.( Monitor the operations staff productivity on real-time basis to insure that the project is meeting the client's requirements , Escalate staffing issues to the operation management, setting a plan for the upcoming period and mention the advantages and disadvantages ,Analyze Agents' performance and send any behavior or trend to their direct management).

Worked as a Vodafone Customer Care Representative ,Teleperformance Egypt March 2010 tillNovember 2011( Handling all incoming calls and provide information about the products and services , handling issues with billing ,USBs and smart phone and Handling outbound calls survey ).