محمد عبد الرحمن

Workforce analyst في Etisal

• مصر - القاهرة
• يناير 2010 إلى يناير 2014

Workforce management for Call Center Firm - Etisal international
Workforce analyst August 2010 - Present
A Very Important analytic Department in Call Center field which responsible for achieving and maintaining service level target by:
 Identifying project needed resources (Headcount & PC's).
 Forecasting calls volume per Month, Day & Interval based on historical calls pattern.
 Settling required staff based on forecasted calls volume (Sizing).
 Settling operation agents weekly schedule (shifts & breaks) to match with required staff.
 Real time monitoring & taking daily actions to ensure from implementing the plan well.
 Preparing Daily & Monthly reports to analyze actual figures & updating plans if needed.
Achievements
 Creating templates by Excel to make work more organized & faster.
 Creating Web Application from scratch named "All in one" using JSP - J2EE technology, CSS, JQuery and with Access database which made our work more organized, easy to deal with and more professional.