Khaled Ahmed
Cairo
Summary
Experienced Workforce Analyst with a demonstrated history of working in BPO industry, worked in all sections of Workforce Planning, Forecasting, Scheduling, Real-Time management, And Reporting, Understanding of statistical methods and call center planning methodologies, Capacity Planning, Workload and Capacity Approach, And Erlang-C calculations.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Senior Resource Analyst
Bupa Global
Cairo, C
07.2023 - Current
- Forecasting offered volume calls depending on the historical data (long forecast).
- Staffing required staff for the year and sending the hiring plan to the human resource team.
- Mentoring the short forecast and the schedules that has been created from my team, taking corrective actions when needed.
- Developing and implementing workforce plans that ensure the efficient use of resources and the achievement of organizational
- Generate reports to show changes to productivity or performance to the stakeholders
WFM Supervisor
Concentrix - Egypt
1 2022 - 07.2023
- Prepare report’s templates for the Real-Time Controllers to facilitate their work
- Manage a team of real-time analysts
- Responsible for the RTM team strategy and direction
- Communicate with senior management about the team performance and results
- Manage key stakeholders' expectations
- Review team duties and deliverables on a regular basis
- Oversee real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends
- Maintain a special emphasis on looking for possible downtime and telephony issues
- Work with NOC, Operations, and Remote Centers to manage and resolve downtime and telephony issues
- Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for the previous day, WTD, and MTD.
Real-time Analyst
Concentrix - Egypt
08.2021 - 01.2022
- Reporting: Prepare all performance reports such as Adherence, Tardiness, Conformance, etc
- Analyze agents' performance reports
- Advise of potential performance concerns and recommend solutions
- Analyze, track, and maintain a daily log of events relating to business results and provide recommendations as required
- Real-Time: Provide real-time monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
- Provide daily/intraday performance reports to leadership
- Analyze, track, and maintain a daily log of events relating to business results and provide recommendations as required
- Review plan on forecast models and staffing plans on a regular basis for data validation and address any changing operational needs or business rules
- Measure shrinkage, accuracy, and adherence.
Workforce Analyst
Talabat - Delivery Hero
02.2019 - 08.2021
- Reporting: Prepare all performance reports such as Adherence, Tardiness, Conformance, etc
- Analyze agents' performance reports
- Advise of potential performance concerns and recommend solutions
- Analyze, track, and maintain a daily log of events relating to business results and provide recommendations as required
- Real-Time: Provide real-time monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
- Provide daily/intraday performance reports to leadership
- Analyze, track, and maintain a daily log of events relating to business results and provide recommendations as required
- Review plan on forecast models and staffing plans on a regular basis for data validation and address any changing operational needs or business rules
- Measure shrinkage, accuracy, and adherence.
Workforce scheduling and planning specialist
Wasla Contact Center
06.2018 - 02.2019
- 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
- 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 set, gender, addresses, graduation status, hiring date, and seniority
- Developed a new tool using Excel to forecast the number of calls per intervals
- Measuring forecast accuracy according to the actual offered volumes against forecasted and accounts for variances.
WFM Reporting Analyst
Wasla Contact Center
01.2014 - 06.2016
- Prepare all performance reports such as Adherence, Tardiness, Conformance, etc
- Analyze agents' performance reports
- Advise of potential performance concerns and recommend solutions
- Analyze, track, and maintain a daily log of events relating to business results and provide recommendations as required.
Education
GED -
Ain Shames University
Cairo, C 09.2013 - 04.2018
Skills
Arabic
English
Excellent command of Microsoft Office tools
Expert level MS Excel
Microsoft Outlook
G-Mail
Ability to interact with Database systems
Strong Analytical Skills
Creative thinking and problem solving skills
Multi-tasking
Capacity to work under pressure
Time management skills
Military Status
Exemption of a final
Workforce Softwares
Business Object, Aheeva, Calabrio, Sales Force, Elastix, Gensys CC pulse, Pure cloud, IEX, Consol, CMS, AVAYA, Zoiper, Soft Phone, IPCC, CC Pulse, GIS “Call Center Controller", Sales Force, Jira, Slack, Rooster, Calabrio, IEX, Genyses Pure cloud
Personal Information
- Date of Birth: 04/06/95
- Nationality: Egyptian
- Marital Status: Single
Timeline
Senior Resource Analyst
Bupa Global
07.2023 - Current
Real-time Analyst
Concentrix - Egypt
08.2021 - 01.2022
Workforce Analyst
Talabat - Delivery Hero
02.2019 - 08.2021
Workforce scheduling and planning specialist
Wasla Contact Center
06.2018 - 02.2019
WFM Reporting Analyst
Wasla Contact Center
01.2014 - 06.2016
GED -
Ain Shames University
09.2013 - 04.2018
WFM Supervisor
Concentrix - Egypt
1 2022 - 07.2023
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