Omar Elhousiney

• Supervised and coached a team of up to 25 RTAs across multiple projects and locations.
• Oversaw real-time operations to ensure alignment with forecasted staffing and KPIs.
• Analyzed and responded to intraday performance deviations, escalating risks when needed.
• Led daily performance reviews with stakeholders to drive accountability and efficiency.
• Developed SOPs and best practices for RTAs to improve real-time monitoring and adherence.
• Collaborated closely with planning and scheduling teams to align real-time decisions with long-term strategies.
• Delivered performance insights and reports to leadership, highlighting key areas of opportunity or concern.
• Conducted training sessions to upskill RTAs and improve analytical capabilities within the team.

Tools Used:

Verint, IEX, Aspect, Genesys, Excel (Advanced), Power BI, internal Concentrix tools.

• Acted as a mentor and main point of contact for RTAs across 7 different projects.
• Provided ongoing coaching, support, and feedback to RTAs to ensure high levels of performance and accuracy in real-time decisions.
• Ensured consistent application of real-time strategies, escalation procedures, and adherence monitoring across projects.
• Reviewed real-time reports and KPIs with individual RTAs, providing actionable insights and improvement plans.
• Assisted in onboarding and training new RTAs to align with company standards and expectations.
• Collaborated with operations and WFM leadership to identify performance gaps and areas for process improvement.
• Helped create knowledge-sharing resources and best practices documents for RTA efficiency.

Tools Used:

Genesys, Verint, Excel, Power BI, internal WFM dashboards

• Monitored real-time queue performance and agent adherence to schedules.
• Managed intraday staffing levels, ensuring optimal resource alignment with forecasted volumes.
• Identified deviations from plan and implemented real-time actions such as skill reassignments or schedule adjustments.
• Escalated potential risks to operations and WFM leadership to ensure service levels were maintained.
• Maintained and updated intraday reports, dashboards, and performance trackers.
• Communicated effectively with team leaders and operations to coordinate shift movements, breaks, and exception handling.
• Tracked attendance, late logins, and real-time compliance metrics to support performance management.
• Supported reporting of intraday KPIs, shrinkage, and schedule adherence.

Tools Used:

IEX, Excel (Advanced), Real-Time Dashboards, Attendance & Adherence Systems

• Led the scheduling and planning processes to align staffing with forecasted volumes and business requirements.
• Created and optimized weekly/monthly schedules while factoring in shrinkage, peak hours, and agent availability.
• Analyzed historical data and trends to generate accurate short-term and long-term forecasts.
• Ensured schedule adherence by monitoring intraday performance and recommending adjustments as needed.
• Worked closely with operations and recruitment team to align headcount planning with hiring and training timelines.
• Provided detailed capacity plans, headcount reports, and shrinkage analyses to senior management.
• Developed and maintained planning tools and reports using Excel and WFM tools.
• Participated in business reviews to present planning performance and highlight efficiency opportunities.

Tools Used:

IEX, Excel (Advanced), Forecasting Models

As a Workforce Specialist at Etisalat Egypt, I was primarily responsible for developing and maintaining accurate schedules and forecasts that aligned staffing with business needs. My role focused heavily on workforce planning, capacity analysis, and scheduling optimization to ensure operational efficiency and service level achievement.

Key Responsibilities:

• Led the scheduling and planning processes to align staffing with forecasted volumes and business requirements.
• Responsible for forecasting and capacity planning for approximately 1700 employees across multiple lines of business.
• Designed and maintained weekly/monthly schedules, ensuring optimal resource allocation and workload balance.
• Analyzed historical trends and real-time data to generate accurate short-term and long-term forecasts.
• Collaborated with recruitment team and operations to align headcount forecasts with hiring plans and attrition trends.
• Produced and presented detailed capacity plans, headcount reports, and shrinkage analyses to management.
• Ensured real-time alignment of schedules with forecast through intraday monitoring and adjustment recommendations.
• Developed and maintained advanced planning models using Excel and WFM tools to drive forecast accuracy.

Tools Used:

Verint, IEX, Cisco, Genesys, Excel (Advanced), Forecasting Models, Internal Planning Dashboards