Abdallah Soliman

Responsible for the Analysis, forecasting, resource Planning, Scheduling and real time management for the entire CRM division "Contact center, Branches, Key account and smart Services”
• Forecast and Plan the Demand, Capacity Planning short- and long-term to know the manpower requirements along with maximizing schedule efficiencies.
• Monitors for proper use of aux, training and activity codes, intraday shrinkage, variations in Average Hold Time (AHT), and any other real-time events that contribute to or negatively impact service level performance.
• Develop and maintain data analysis by reporting previous performance results & suggesting improvements on a weekly and monthly basis
• Coordinate with other departments to manage outages and special campaigns and ensure required non-phone activities are properly prioritized within acceptable time frames.
• Identify changes in call volume and reallocate resources when workload requires, recommend real-time schedule changes, and identify efficiency opportunities.
• Develop Business Continuity Plan (BCP) to encounter any challenges
• Analyzing operational performance, building optimum, statistically valid, forecasts to drive ideal staffing levels across all Business functions and ensuring that the resource needs are met across the enterprise, to sustainably achieve service level goals by efficient service and headcount management.

responsible for Workforce Planning, phone system administration and real-time monitoring
Creates and implements process improvements to drive efficiency of Service Center workflow
Uses accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
Maintains and provides governance for service center software
Establishes and monitors Service Center KPI's and metrics
Problem solves production and delivery issues timely
Manages changes to scheduling to ensure adequate daily resource coverage
Reviews long-term forecasts to identify and mitigate possible capacity issues and recommend appropriate action
Provides analytical support for special projects
Collaborates with Leadership on identifying opportunities to further optimize our workforce
Performs any other related duties as required or assigned

Workforce Management Specialist

Workforce management planning

• Answering customers inquiries and resolving their problems insuring highest standards of customer satisfaction

Market research analyst

Market research analyst