Nael Emad Email & Phone Number

Cairo, Cairo Governorate, Eg

Egypt

•Head of Almosafer Planning Team•Lead, mentor, and develop a team of workforce planners, ensuring that they are equipped with the tools and knowledge needed to excel in their roles.•Develop and implement comprehensive workforce plans that align with business objectives, ensuring the right balance of staffing levels to meet fluctuating demands across various departments.• Utilize advanced analytics and forecasting techniques to predict workforce needs based on historical data, market trends, and business growth projections.•Work closely with department heads, HR, and senior management to understand their staffing needs, communicate workforce plans, and ensure alignment with overall company strategy.• Identify opportunities to improve workforce planning processes, implement best practices, and ensure that all planning activities are efficient, accurate, and scalable.• Manage workforce planning budgets, ensuring that staffing decisions are cost-effective while maintaining the highest level of service quality.•Prepare and present regular reports and insights to senior leadership, highlighting key trends, risks, and opportunities related to workforce planning.•Ensure that all workforce planning activities comply with relevant labor laws, regulations, and company policies.

• Responsible for managing call center resource planning and scheduling for the Consumer Support organization.• Provide Short, Medium and long term plans capacity and hiring plans in order to meet expectations and to avoid crisis with preventive actions plans.• Forecasting Offered volume of calls depending on Historical data provided regarding the volume of calls offered before, putting into consideration abnormal data and advertising campaigns.• Staffing required staff depending on calls foretasted or provided, putting into consideration Average Handling Time for this Q, expected Shrinkage, and Public holidays.• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.• Scheduling: distribute shifts and breaks time with staff required putting into consideration Average Handling Time for this Q, Employees skills, working hours for agents, and Q working hours.• Managing Company's Headcount detailed with agent's full data, Titles, skills sets, gender, addresses, graduation status, hiring date, and seniority.• Ensures effective and efficient utilization of resources. Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management reports.• Manage the process of updating, tracking and trending call data through the daily workforce management system.• Manages the process of optimization of agent resources to meet required metrics pertaining to staff productivity and customer service expectations• Managing deadlines and expectations to ensure the timely and satisfactory delivery of requirements.• Communicating with users to ensure support for operational needs and overall company strategy.• Analyzing daily reports to track, service level, scheduling, AHT, call volume trends, adherence data and exception entry.

Giza Governorate, Egypt

• Continuously monitor workforce metrics and performance indicators to ensure that staffing levels are aligned with current operational demands.• Adjust schedules, reassign tasks, and deploy resources in real-time to respond to unexpected changes, peak periods, or operational challenges.• Work closely with department managers, team leaders, and HR to anticipate staffing needs and implement immediate solutions that maintain service quality.• Utilize real-time data and analytics tools to track performance, identify trends, and inform decision-making processes that support operational efficiency.• Act swiftly in response to emergencies or unplanned events, ensuring that disruptions are minimized and normal operations are quickly restored.• Maintain clear and constant communication with team members and leadership to ensure everyone is informed of changes and updates in real-time.• Contribute to the development and refinement of real-time workforce management strategies to enhance operational responsiveness and customer satisfaction.

New Cairo 1, Cairo Governorate, Egypt

• Real-Time monitoring of DU queues.•Creates reports and dashboards on historical data and forecasting results from applicable systems.•Analyzes data and recommends talent managementsolutions for implementation.•Analyzes and develops daily and weekly recommendations for scheduling and uses staffing requirements•Managed short and long term staffing needs along with maximizing schedule efficiencies. Implemented effective administrative tracking, analytical and trending procedures to support the unit's goals. •Generated and created impact summaries of the day's eventson service levels and performance. •Analyzed and determined call volume patterns to manage work shifts.

Cairo Governorate, Egypt

Real time monitoring of all Xceed accounts and queues (calls/cases/emails/chatting traffic.) and intraday performance, comparing the forecasted of staff, calls with the actual on the real time and escalate that issue to the operation mangersEnsure customer service needs and levels are met.Providing analysis and justification of the drop in SL in each queue in each account.Monitoring all staffing plans and ensuring that they are implementing as designed.Monitoring and Reporting staff adherence and attendance to the concerned parties.

Cairo Governorate, Egypt

Build and execute social media strategy through competitive research, platform determination, bench marking, messaging and audience identificationGenerate, edit, publish and share daily content that builds meaningful connections and encourages community members to take action

Cairo Governorate, Egypt

Handling the inbound phone calls from customers of telecom Egypt.Handling general products inquires orders and solving customer complaints.Cross selling and up selling for services through phone calls upon customer inquiry.

Bachelor Of Arts (B.A.), Geography

Education record

Education record