Rami El Sayed Email & Phone Number

Egypt

Oversee employee productivity at the individual, departmental, and institutional levels by evaluating, analysing, and reporting staff productivity using workforce management approaches and ideas to discover the optimum strategy to utilise employees' productivity skills.Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.Oversee the planning, forecasting and scheduling processes to ensure all processes are meeting expected variance targets and to improve the accuracy of both short and long-term forecasting. Manage short and long-term staffing needs.

Cairo, Egypt

Resource planning: voice and non-voice SLA and FTE. Forecasting multiple channels, long and short term, using the latest approaches such as Triple exponential smoothing using Alpha, Beta, Gamma, and RMSE. Capacity planning, hiring, invoicing, and generating arrival patterns. Creating schedules using WFM tools such as Nice WFM and EWFM Aspect. Forecasting attrition and shrinkage. Create dynamic dashboards and NPS reports. Keeping supply and demand in balance. Erlang C simulation.

Cairo, Egypt

• Prepared and maintained reports, Dashboards and monthly packages. • Optimized schedules, forecasts and other tools to present to management.• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.• Staffing needs and project sizing.

Cairo, Egypt

• Mentored analysts on best practices in workforce management analytics techniques.• Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.• Coordinated closely with department heads to align workforce needs with business objectives.• Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, adjusting as needed.• Managed real-time inbound and outbound call traffic across multiple contact center locations.