Excel
Ahmed Nadi
Workforce Analyst
Cairo
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 6+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
14
14
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Global Workforce Management Analyst
Uber
07.2021 - Current
- Creates and adjusts schedules to maintain optimal coverage and service levels.
- Creates training materials for new employees to provide information about WFM guidelines.
- Handling COE payroll in terms of Overtime, Deductions and Overnight shift allowance.
- Produces and updates documents, reports, and tracking spreadsheets using NICE IEX (WFM System), Jira Dashboard, Sprinkle and Tableau
- Managing overtime, shift swaps, breaks and PTO requests.
- Reducing expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Generating and analyzing reports to monitor employee engagement and attrition trends.
Lead, Crisis Management, Human Resources
Orange Egypt
01.2019 - 06.2021
- Evaluate incidents on daily, weekly, monthly and yearly levels in terms of readiness and impact.
- Summarize and analyze financial and operational impact of the incidents.
- Represent Orange Egypt against internal/external entities such as Orange Group Forum and NTRA (Crisis Committees).
- Manages crisis management team members daily operations.
- Review all reports issues by Crisis Management team.
- Supervise Crisis Management monthly/quarterly and annually dashboards.
- Establish, Review and Update the crisis communication scheme in terms of predictability, Severity of consequences/impact and probability to occur.
Sr. Specialist Work Force Management
Orange Egypt
01.2016 - 12.2018
- Forecast Volume and trend of incoming calls across all segments based on historical data using algorithm and analytical approaches.
- Perform Long Term and Short Term Plans for any new retail.
- Provide periodic Dashboards.
- Monitor volumes and trends in order to decrease expected deviation.
- Provide monthly call center schedule based on monthly forecast of calls.
- Manage crises by recommending solutions (such as requesting overtime, seeking other departments' support, requesting temporary employees, etc.).
- Schedule one-on-one meetings, team meetings and focus groups in off-peak hours so as not to affect Service Level and Lost Call Rate which are most important KPIs for call center.
- Preparing (weekly and monthly) headcount reports.
- Preparing time sheet for outsourcing salaries.
- Create and revoke applications for call center agents
- Report, weekly, on off-board activities and required resources.
- Report shortage in call center staff and reschedule time to be compensated in coordination with direct manager.
- Handle online service level in order to achieve required service level for each retail also trying to reach current resources optimization.
Fixed BB (Hosting and Domains ) Specialist
Orange Egypt
06.2011 - 12.2015
- Developed team communications and information for clients & Account Managers meetings.
- Acted as a technical support for the corporate entities and Provide technical assistance & training to system users, support specialist Handling mail, domains shared, dedicated servers and hosting space problems.
- Supported in selling Orange Cloud Services for individual and corporate segments.
Sr. Customer Service Representative
Vodafone Egypt
03.2010 - 06.2011
- Escalated issues to proper supervisors when standard processes were not effective.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Worked as a trainer for 4 months.
Education
Master of Education - Educational Technology
Ain Shams University, Faculty of Education
Cairo 06.2013 - 06.2020
High School Diploma -
International Economy & International Relationship
Cairo 06.2010 - 06.2012
Bachelor of Accountancy - Accounting
Ain Shams University, Faculty of Commerce
Cairo 06.2005 - 06.2009
Skills
Managing Schedules
undefinedSoftware
Google Sheets
NICE IEX
Genisys
Verint
SQL
Timeline
Global Workforce Management Analyst
Uber
07.2021 - Current
Lead, Crisis Management, Human Resources
Orange Egypt
01.2019 - 06.2021
Sr. Specialist Work Force Management
Orange Egypt
01.2016 - 12.2018
Master of Education - Educational Technology
Ain Shams University, Faculty of Education
06.2013 - 06.2020
Fixed BB (Hosting and Domains ) Specialist
Orange Egypt
06.2011 - 12.2015
High School Diploma -
International Economy & International Relationship
06.2010 - 06.2012
Sr. Customer Service Representative
Vodafone Egypt
03.2010 - 06.2011
Bachelor of Accountancy - Accounting
Ain Shams University, Faculty of Commerce
06.2005 - 06.2009
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