Work Fore Analyst
Xceed
Total years of experience :20 years, 10 Months
Work force planning and scheduling for many local and international accounts from long term to the minutest intraday levels.
Making analysis of historical data in purpose of forecasting and creating staffing scenarios for inbound & back office and outbound business functions.
Forecasting call volume, service level, and required staffing each week to meet all service level metrics (i.e., shifts, training, vacation, overtime, etc.) for all teams to ensure that productivity objectives are met in a timely and efficient manner.
Business Analyzing and managing cost to achieve high quality with low cost.
Fully understanding both individual & company’s objectives to achieve them effectively & efficiently.
(Auditing the plans - managing Risks) and prepare action plans and audit its implementation with the other partners.
Day to day challenges in meeting the SLA sets processes.
Aligning with all business owners including the clients that all business activities are benchmarked, and accurately measurable.
Already acquainted with IEX Total View & CMS and Citrix tools.
Forecasting call volume, service level, and required staffing each week to meet all service level metrics.
Making analysis of historical data in purpose of forecasting and creating staffing scenarios for inbound & back office and outbound business functions.
Responsible for team KPIs’ objectives & targets to be matched with our company’s vision.
* Monitoring and supervising operational activity to maximize use of resource while meeting all service levels.
* Monitoring the adherence of the employees to the plans using the Total View software and the CMS (Call management system) and according to it reporting a contingency plan to operation TL and SPV.
* Reporting on daily basis to the call center mangers, Call center support directors and the operation head sector.
* Revising the scheduling plans for all Xceed accounts.
-Shift leader: Responsible for the service level agreement of all accounts in the shift and responsible for ensuring that shift is adhered by following up the breaks, auxiliary, etc.
-Handling calls from different accounts in the same time: AVIT (Aviation information technology), Carrefour (hyper market), CPA (Consumer protection agency), E-Gov (Electronic gate for the Egyptian government), Xceed help desk, Egypt post, MFA (Mortgage finance authority) and PC for all campaigns.
-Receiving calls, reporting and escalating important issues to our clients.
-Updating information of services features and the procedures of the accounts.
-Ensure customer satisfaction while maintaining continuous business from existing clients.
Other tasks in Xceed:
-From Nov 2007 till Dec 2007 2006 Xceed Contact Center Microsoft Gulf campaign: Job title: Acting team leader.
Responsibilities:
-Leading the team to achieve the account target.
-Managing planned / unplanned leaves of the team members.
-Ensuring the adherence during the shifts by following up the attendance breaks, etc.
-Developing call handling process and procedures to achieve the target.
-Following up the daily report and check all clients' requirements.
-Trainer for the new hires in Telecom Egypt account.
-Trainer and peer mentor for the new hires in MP (multi purpose) account.
-Responsible for handling the quality and the performance of my team members.
-Empowered and delegated by my team leader to follow up team members’ duties, and do
special tasks and manage work when he is not available.