Workforce Manager “Capacity planning & Budgeting”
Emaar - Egypt
مجموع سنوات الخبرة :15 years, 0 أشهر
Designs effective budget models for departments and analyzing financial information to
ensure all operations are within budget.
Designs reporting package to control review Monthly Financial Reporting Packages (budget,
Forecasts, Actuals, Analysis Reports).
Designs the annual capacity plan for the call center based on the historical data and planning
accordingly yearly HC needs (in house & outsourced) with the readiness to revise submitted plans
either quarterly or on spot according to business updates and swings.
Monitoring and maintaining all workforce related matters handled by the 2 vendors on daily, weekly,
monthly, annual basis.
Responsible for long and short term and intraday contact volume, productivity and capacity forecasts
and providing leadership with risk mitigation plans to support tool for the leaders of Customer Service
Delivery and other Profit Center Leadership, assisting with and providing guidance on performance
impact analysis and operational planning.
Reviews data to identify trends or patterns of practices / behaviors that negatively impact operations.
Analyze, review, forecast, and trend complex data - creating “what if” models, identifying viable
options to enable data-driven decisions that establish Business’ operating model and organizational
structure.
Measures Staffing, scheduling, AHT accuracy, sign off monthly and weekly staffing and schedules’
plans with vendors.
Measures forecasting accuracy according to actual volumes and account for variances.
Oversees all Real -Time and Intra-Day activities to ensure operational and client goals are met.
Working to reduce business costs and boost the efficiency of our employees.
Coordinates with director of operations to interface with top management and handle account
management issues.
Manages the staff schedules and responsibilities of Workforce Management team.
Establishes performance objectives for direct reports and works on their development.
Ensures team accurately tracks and manages call center schedule adherence.
Monitors absenteeism levels and work with management and HR on adherence management
initiatives.
Manages staffing rations and seat utilization/optimization to ensure call center goals are met.
Work with senior management team on initiatives to support new business growth.
Assists with special projects and other duties as assigned.
Review and set new in housework rules “Code of conduct” according to COPC Standards & the
Egyptian labor law.
Set all workforce management rules according to COPC Standards.
Study department work, vacation and absence records (shrinkage) for on-going historical trend
analysis and offer recommendations for forecasting purposes.
Responsible for call volume monitoring and forecast adjusting by day by interval.
Respond to management requests to produce “what if” scenarios.
Ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and
effective communication, while ensuring forecast alignment with strategic goals.
Evaluates and implements new methods and techniques for operational improvement.
Maintain and analyze records of actual volumes compared to forecast.
Maintain staffing and headcount records and develop hiring plans for long/short range planning.
Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting
accuracy capability, ensuring cost effective labor utilization.
Perform regular analysis on various metrics such business seasonality and determine forecast
presentation with accuracy.
Expand data sources used in the forecasting process and integrate all available data sources to assess
and monitor trends and changes. Sources to include historical sales, point-of-sale data, secondary
market audits, primary market research, competitive intelligence, sales analytics data, financial data,
etc.
Main Responsibilities are: -
1. Advanced Shipment Notifications Creation: -
A. Match and approve the PO number in the Oracle system by verifying the PO ‘Item references’, ’Quantities’ and ‘Value’ against the supplier invoice.
B. Communicate with division and take agreed corrective action, in case of any discrepancy in reference, quantity or price.
C. Enter relevant data fields as required by the ASN module.
D. Cross check all entered data and confirm the ASN to generate an Appointment number.
E. Send communication to warehouse with appointment number along with packing list.
F. Follow up for the freight charges and Proof of Delivery from freight forwarder for the obligation process and archiving of records.
G. Once goods are confirmed by Warehouse, initiate Obligation process.
H. Archive all records electronically.
2. Obligation: -
A. Calculate and split the Freight, transportation and other transit costs as per the payment Invoice value.
B. Process the Obligation using the Oracle Retail Merchandising System (RMS).
C. Choose the required type of the Obligation from the available options.
D. Enter relevant data fields as required by the RMS module.
E. On completion, send the generated obligation number to Accounts department.
F. Archive all records electronically.
3. Logistics Analyst: -
A. Analyze and maintain supply chain processes to design efficient, money-saving solutions for every step of the chain.
B. Collect data on every step of the supply chain, from receipt to delivery, and maintain databases to safely store information.
C. Analyze all steps of the supply chain. This includes looking at statistical data and transportation routes to spot ways to streamline logistics and maximize company profits.
D. Monitor shipments and trace shipment routes to ensure that the most efficient shipping and delivery methods are used for every delivery.
E. Investigate late delivery claims from customers, following the path of the shipment from receipt to delivery to spot problems and verify customer claims.
F. Assist customers with tracking shipments and address any problems or complaints they have with deliveries.
G. Write and create reports showing supply and shipping routes, cost analysis, and other supply chain data. These reports may be presented to upper-level management executives.
H. Make suggestions to all staff members involved in the supply chain to find ways to reduce costs.
Review LOBs KPIs (WFM metrics).
Assures that all plans and schedules are implemented with the agreed quality bench mark and with compliance with the WFM methodologies.
Propose recommendations and action plans for any dropped metric such as service level, adherence, absenteeism, utilization, AHT, occupancy, tardiness and conformance.
Provide analytical support to operations.
Measuring plans effectiveness and modifying it according to the new updates and concurrent situations.
Working on calculating all contact centers' financial invoices reports according to bank's agreements.
Focusing on Customer satisfaction, decreasing customer efforts and increasing customer loyalty.
Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis.
Supervise managing non-productive time requests to enhance LOBs deliverables.
Responsible for tasks of KPI's & Schedule adherence & agent’s attendance & absenteeism etc...
Full aware of WFM system and all related reports & forecasting and creating staffing scenarios for inbound and outbound business functions.
Measuring different LOBs projects performance on monthly, quarter and semiannual basis.
Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on bank's agreements
Workforce “Real-Time”.
Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.
Executes plans and ensures effective implementation of schedules.
Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.
Modifies the staffing plan to ensure meeting the respective targets.
Administers Call Center Agents’ scheduling.
Reports the agents’ operational violations to HR to implement CC Code of Conduct.
Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
Performs other related duties.
Manages the daily agents’ schedule in coordination with the operations.
Calculating the required Staff on monthly basis comparing with Actual staff to make sure all LOBs staffed.
Measuring long / short term plans accuracy to make sure all KPIs on track.
Amending Short / Long term plans if needed to match the new requirements.
Raya Contact Center Maadi Park & 6 October, Egypt
Working as a Senior Workforce Analyst - Etisalat Dubai LOBs.
Responsible for tasks of KPI's & Schedule adherence & agent’s attendance & absenteeism etc...
Full aware of WFM system and all related reports & forecasting and creating staffing scenarios for inbound and outbound business functions.
Provide back up and assistance to floor Customer Service Staff.
Co-trainer project Nissan for around two years.
Worked as an operation senior account advisor in Nissan Motor Egypt project.
Worked as an operation account advisor in Nissan Motor Egypt project.
Worked as an operation account advisor in MSAD project; Ministry of state for administrative Development.
2004-2008 Major Tourism Studies, Faculty of Tourism & Hotels, Future Academy Cairo, Egypt. Grade: Good.