Advanced MS Excel
Mahmoud Morsy
Senior Workforce Scheduler
Qaliubiya
Summary
Workforce Management Professional with 9 years of comprehensive experience across the WFM lifecycle. Expert in driving operational excellence through 6 years of Real-Time Management (RTM), 2 years of Data Reporting, and 1 year of Strategic Scheduling. Proven track record of protecting Service Level Agreements (SLAs) while improving agent occupancy. Adept at turning complex data into actionable insights for executive leadership.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Senior Workforce – Scheduling
Seera Group
06.2024 - Current
- Create and maintain CSR schedules aligned with forecasted call volumes, shrinkage, and coverage requirements. Ensuring schedules meet business needs. Plan and create new hire schedules while tracking shift availability.
Senior Workforce – Reporting
Seera Group
06.2023 - 06.2024
- Provide daily, weekly, and monthly reports on schedule adherence, staffing levels, and coverage gaps. Highlight risks, gaps, and opportunities for optimization.
Workforce Analyst
Seera Group
06.2019 - 05.2023
- Monitor intraday performance and adjust schedules when needed (breaks, lunches, OT). Coordinate with Operations and WFM teams to ensure maximum coverage during high-volume periods.
Workforce Analyst
RayaCC
10.2017 - 06.2019
- Monitor intraday performance and adjust schedules when needed (breaks, lunches, OT, VTO). Coordinate with Operations and WFM teams to ensure maximum coverage during high-volume periods.
CSR
RayaCC
10.2016 - 10.2017
- Communicate with customers via phone. Provide knowledgeable answers to questions about product, pricing and availability. Work with internal departments to meet customers’ needs.
Education
Bachelor of Languages And Interpretation - Languages And Interpretation
Cairo Higher Institute
04.2001 -
High School Diploma -
AUC
Cairo 04.2001 -
Skills
Proficient in English : B2
Analytical problem-solving
Teamwork and collaboration
Strong Focus on Accuracy
Software
Power BI
Power Query
Certification
Six Sigma Green Belt from Six Sigma School
Timeline
Senior Workforce – Scheduling
Seera Group
06.2024 - Current
Senior Workforce – Reporting
Seera Group
06.2023 - 06.2024
Workforce Analyst
Seera Group
06.2019 - 05.2023
Workforce Analyst
RayaCC
10.2017 - 06.2019
CSR
RayaCC
10.2016 - 10.2017
Bachelor of Languages And Interpretation - Languages And Interpretation
Cairo Higher Institute
04.2001 -
High School Diploma -
AUC
04.2001 -
Availability
I am available to work after my company allowance process.