Kareem Yasser
WFM
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 3+ years of experience in workforce assessment.
Overview
3
3
years of professional experience
Work History
RTA
Concentrix
Cairo, Cairo Governorate
04.2024 - Current
- A new challenge is in a different culture with different billing methods and tools.
- This Opportunity helped me to be exposed to different tools such as IEX, app stream, and tableau, and I was also exposed to other figures such as Interval compliance, SPD, ..etc.
- Also by being in an account that is ramping up I was attending the Capacity plan calls and checking on our hiring, attrition, and shrinkage to take the correct action to ensure that we are on target to continue our growth.
Workforce Specialist
Majorel
11.2022 - 04.2024
- Working in this role gave me an advantage in the financial part as I was handling a separate task, and it wasn't dedicated to one account this task was with different departments (MIS, Finance, Operation, Client relation) this task was briefly about analyzing the actual data (Offered, AHT, etc.) and, forecast the upcoming weeks so we can review the actual revenue and cost and make an estimation for the upcoming weeks to get the highest EBT possible by normalizing the upcoming shrinkage based on the forecast.
- Also, I have worked on multiply accounts with different modalities and billing methods, which helped me gaining experience in handling more than one queue with different decisions to make based on the queue type.
- Also i have worked on different systems which improved my technical skills and taught me how to break down the data available to make a report that give insights to make decisions based on these reports.
- Also, I was handling Cap plans calls with the client and preparing LTF to compare it with the LTF provided by the client-side, besides doing our STF and preparing the schedule based on it.
- Also making schedules based on the client needs ( Flexible hours, fixed shifts, etc...)
Real Time Analyst
Majorel
Cairo, Cairo Governorate
08.2021 - 11.2022
- It was an excellent opportunity to get into this field as it helped me to gain the technical part and being exposed to situations that required fast, and efficient solutions was also a great to gain more experience and handle more than one task at once on a tight schedule
- Also, working as an RTA in different accounts with different modalities and billing methods helped me realize how to handle every one of them with its process and its terms
- Also, it helped improve my communication skills even more by dealing with the operation team in a live queue.
Call Centre Agent
Majorel
Cairo, Cairo Governorate
4 2021 - 8 2021
- Being a call center representative helped me a lot with improving my communication skills as I dealt with various customers from different segments
- Also, it teaches me how to keep my client satisfied
- I have handled complex customer complaints professionally and politely, resolving issues with favorable solutions.
Skills
Workforce Planning
Managing schedules
Analyzing patterns
Capacity Planning
Cost Analysis
Microsoft Excel
Resolving issues
Lean Six Sigma
Problem-Solving
Time Management
Multitasking
Educations
Cairo University, Bachelor of Commerce, 04/01/20, 04/01/23
Timeline
RTA
Concentrix
04.2024 - Current
Workforce Specialist
Majorel
11.2022 - 04.2024
Real Time Analyst
Majorel
08.2021 - 11.2022
Call Centre Agent
Majorel
4 2021 - 8 2021
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