Maged Hazem Soliman
Giza
Summary
Knowledgeable Planning & Scheduling with solid background in scheduling and analysis. Successfully optimized scheduling processes to enhance operational efficiency and reduce downtime. Demonstrated ability to use data-driven insights and effective time management.
Analytical professional with expertise in scheduling and operational analysis. Known for improving scheduling accuracy and streamlining processes to support team goals. Reliable and adaptable, with strong collaboration skills and focus on achieving results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Planning & Scheduling Analyst
Giza Systems
10.2024 - Current
- Responsible for analyzing, forecasting, and optimizing workforce capacity to ensure efficient staffing and scheduling across operations.
- Collaborated with cross-functional teams to align workforce plans with business objectives, while maintaining high levels of service performance and employee utilization.
- Developed and maintained accurate short-term and long-term staffing forecasts based on historical trends, seasonal patterns, and business changes.
- Designed and managed optimized agent schedules to align resources with call volume and service level goals.
- Monitored intra-day performance and adjusted staffing plans in real time to respond to demand fluctuations.
- Utilized WFM tools (e.g., Deputy, Verint, Genesys, NICE, or others) to create schedules, manage adherence, and track performance metrics.
- Partnered with operations and HR to support recruitment, training, and capacity planning initiatives.
WFM Analyst
VaLU
03.2024 - 09.2024
- Sit Sales Schedule, Target, and Commission.
- Coordinates the process of maintaining accurate headcount numbers by scheduling groups.
- Forecasting the monthly target for the Sales Team.
- Reporting and Data Analysis.
- Balanced employee needs with business objectives by creating flexible scheduling options that accommodated personal requests while maintaining appropriate coverage levels.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Workforce Analyst
Khazna Tech
07.2023 - 02.2024
- Analyze forecasted data and compare it to actual data daily to identify any areas of concern
- Manages and balances SLAs for the CX across programs, internal locations, lines of business, and products.
- Forecasting is the backbone of the WFM cycle. It’s calculating the number of inbound calls for the upcoming intervals: days, weeks, months, or even years.
- Intraday Management.
- Agents distributing.
Community Support
Khazna Tech
06.2022 - 06.2023
- Moderating Social Media channels.
- Engage and manage online communities on Social Media and other community-driven channels.
- Deliver required reports to Management and customers when needed.
Technical Support Specialist
Vodafone Egypt
12.2016 - 06.2019
- I’m fully responsible for maintaining the service level with my supervisor in case needed.
- Advising customers with the next best action for them by selling them services that meet their needs.
- I joined (911) team and this team was responsible for the repetition of calls by providing proactive salutations to decrease it, and the customer problem was fully solved.
- Voluntarily supporting my new teammates whenever they needed any regarding their customers.
Education
Faculty Of Commerce - Accounting Section
Cairo University
Giza, Egypt05-2019
Skills
- Good Communication
- Task Prioritization
- Time Management
- Ability To Multitasking
- Data Analysis
- Forecasting & Scheduling
- Excel (Advanced), Power BI, SQL, Python
LANGUAGES
Arabic - Native
English - Very Good
Certification
Data Analysis - Udacity
Data Analysis - AMIT Learning
Timeline
Planning & Scheduling Analyst
Giza Systems
10.2024 - Current
WFM Analyst
VaLU
03.2024 - 09.2024
Workforce Analyst
Khazna Tech
07.2023 - 02.2024
Community Support
Khazna Tech
06.2022 - 06.2023
Technical Support Specialist
Vodafone Egypt
12.2016 - 06.2019
Faculty Of Commerce - Accounting Section
Cairo University
Similar Profiles
Wael Mahmoud SobeihWael Mahmoud Sobeih
Technical Director at GIZA Systems / Giza ArabiaTechnical Director at GIZA Systems / Giza Arabia
Ahmed IbrahimAhmed Ibrahim
Project Manager at Giza SystemsProject Manager at Giza Systems
Abdelrahman Afify NourAbdelrahman Afify Nour
MEP Technical Office Section Head at Giza SystemsMEP Technical Office Section Head at Giza Systems