Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Alzahraa Noureldeen Eissa

Workforce Management Analyst | Data Analyst
Cairo
Alzahraa Noureldeen Eissa

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 3+ 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.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
years of professional experience
5
years of post-secondary education
2
Languages

Work History

Teleperformance, Cairo

Workforce Real Time Analyst
2022.03 - Current (2 years & 6 months)

Job overview

  • Prepared and maintained reports, dashboards and monthly packages.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Optimized schedules, forecasts and other tools to present to management.
  • Work on IEX & CCMS & CMS AVAYA

Teleperformance Egypt, Cairo

SME Team Leader
2020.01 - 2021.03 (1 year & 2 months)

Job overview

  • Designed and prepared technical reports, studies, and related documentation.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Managed user accounts, permissions and group policies for optimal system security.
  • Identified and recommended new products based on market research and consumer analysis.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
  • Installed, configured and monitored new system features based on user needs.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Monitored and tracked user progress to identify improvement opportunities.
  • Built, edited and tested customized computer system programs.

Exceed , Cairo

Customer Service Representative Agent
2015.01 - 2020.01 (5 years)

Job overview

  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.

Education

Law School - Ain-Shams University Cairo

High School Diploma
2011.05 - 2016.09 (5 years & 4 months)

University Overview

Skills

Managing schedules

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Timeline

Workforce Real Time Analyst
Teleperformance
2022.03 - Current (2 years & 6 months)
SME Team Leader
Teleperformance Egypt
2020.01 - 2021.03 (1 year & 2 months)
Customer Service Representative Agent
Exceed
2015.01 - 2020.01 (5 years)
Law School - Ain-Shams University
High School Diploma
2011.05 - 2016.09 (5 years & 4 months)
Alzahraa Noureldeen EissaWorkforce Management Analyst | Data Analyst