mohamed bahaa eldin

Work Force Analyst at Vodafone

• Egypt - Cairo
• My current job since April 2004

VIS - Offshore, Workforce Analyst (Vodafone - Egypt)
Field : Queue Management
Position : Work Force performance insights analyst
Period of Service : September2013 2011 till date
Assignments : Ensure scheduling the inbound, Outbound Queues and off board tasks properly and on
the decided time from the workforce scheduling supervisor.
: Manage the normalization the historical data to meet the actual requirements in the
schedule and handling with the client the forecast locked hours or calls to the suitable
shape.
: Follow up scenarios of special schedule scenarios to enhance patterns such as in Ramadan
and summer, etc.
: Come up with creative scenarios to accomplish seating ratio computed through scheduled
agents and actual utilized seats.
: Set up Ramadan analysis that trigger changes in total view schedule settings, pattern
changes, staff calculations, call behavior, seating, Iftar and Sohour, etc.
: Create periodical reports to supply different divisions with accurate figures that help with either; data to enhance their own reports for their area, or help management with taking critical operational decisions