Workforce Senior Analyst
Wasla Outsourcing
Total years of experience :17 years, 11 Months
1 Apply process and standards of the COPC certificate.
2 Analyze interval traffic patterns to make decisions.
3 Track and analyze attrition, shrinkage, project's headcount.
4 Analyze all figures and reports.
5 Follow up forecasting, scheduling.
6 Follow-up applying real-time processes.
7 Coordinate with Ops teams to taking corrective actions.
8 Cooperate with Scheduler to maintain achieving targets.
9 Reviews and analyze all figures and reports to find gaps to solve it.
10 Preparation and design reports for all figures.
11 Track agents performance improvement.
12 Training the members of the Real Time management as well as provide feedback on their job performance.
13 Training the newcomers.
14 Monitor achieving targets and analyze reason of meeting and not meeting.
15 Monitor interval level performance.
16 Monitor and control implementing schedule plans.
17 Take on the spot actions as per real-time plan.
18 Achieving related targets as per workforce approach.
19 Preparation and design schedules for all programs.
20 Collect and organize the historical data.
1 Identify and resolve client concerns.
2 Receive customer inquiries with answer them then log it in the system.
3 Provide support to customers over the phone.
4 Troubleshooting Customer’s problems, complaints.
5 Surveying customer satisfaction.
6 Handle complaints, even there're unpleasant customers.
7 Build a long-term relationship with the customers.
8 Trained to work on a lot of different information systems (Oracle, Cisco, Mitel, Citrix).
9 Be proactive with customer queries in terms of follow up and escalation.
10 Escalate issues to second liners or management, if necessary, as defined in the escalation roles, to ensure a timely solution.
11 Get many awards “Gold, Silver, Bronze” of the empolyee of the month.
1 Prepare a detailed report on the daily obligations for the General Manager, Deputy Manager of management of the commitments and various conferences of the Departments.
2 Prepare weekly, monthly reports on a obligations Manager of management to report it to the Deputy Manager.
3 Communicate with other branches of the Management and follow-up them tasks.
4 Acquire good administrative work and build a specially relationships with managers of branches.
University Degree : B.Sc. Management Information Systems (MIS) University : Advanced Academy – Giza, Egypt. Faculty : Computer & Information System Major : Computer Science Bachelor Grade : Good Graduation Project : Public worker Grade : Excellent Graduation year : 2005