Ahmed Atef

Workforce ManagerFull Time

• Job Details:. Analyze and prepare historical business volumes, staffing patterns, and contact volume forecasts to accurately plan and manage short and long term staffing needs for Customer Care Centers. • Establish and oversee planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets, and to improve accuracy of both short- and long-term forecasting. • Develop and maintain WFM & DS systems and processes to provide accurate projections and forecasts for the optimal management of current and future capacity requirements. Track exceptions to work schedules, plan to shrinkage rates, and partner with managers to implement appropriate staffing levels. • Assist in the development of reporting and processes to plan for staffing augmentation; analyze reporting outcomes to determine recruiting needs • Acquire and leverage business, industry, and technical knowledge and existing core systems to develop models that drive planning and workflow functions. Evaluate staffing utilization data and turnover trends and develop alternatives to improve efficient staffing. • Ensure the accurate compilation and distribution of information and reports to identified stakeholders. • Promote education and understanding of business requirements and workforce management practices among call center management and agents. • Manage a team of Real Time Specialists, Data Analysis and Workforce Analysts. • Establish expectations, goals, and performance objectives, and manage performance on an ongoing and annual basis. • Coach direct reports and provide guidance on performance and productivity issues • understanding of the successful project planning, project implementation, development of work plans, evaluation, communication planning and final analysis. • Interface with Managers as needed for escalation of service impacting issues; align internal projects with Customer Care strategies

Workforce SupervisorFull Time

• Job Details:• Establish and oversee planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets, and to improve accuracy of both short- and long-term forecasting. . Analyze and prepare historical business volumes, staffing patterns, and contact volume forecasts to accurately plan and manage short and long term staffing needs for Customer Care Centers. • Develop and maintain WFM systems and processes to provide accurate projections and forecasts for the optimal management of current and future capacity requirements. Track exceptions to work schedules, plan to shrinkage rates, and partner with managers to implement appropriate staffing levels. • Assist in the development of reporting and processes to plan for staffing augmentation; analyze reporting outcomes to determine recruiting needs • Acquire and leverage business, industry, and technical knowledge and existing core systems to develop models that drive planning and workflow functions. Evaluate staffing utilization data and turnover trends and develop alternatives to improve efficient staffing. • Ensure the accurate compilation and distribution of information and reports to identified stakeholders. • Promote education and understanding of business requirements and workforce management practices among call center management and agents. • Manage a team of Real Time Specialists and Workforce Analysts. • Establish expectations, goals, and performance objectives, and manage performance on an ongoing and annual basis. • Coach direct reports and provide guidance on performance and productivity issues • understanding of the successful project planning, project implementation, development of work plans, evaluation, communication planning and final analysis. • Interface with Supervisors and Managers as needed for escalation of service impacting issues; align internal projects with Customer Care strategies

Workforce ManagerFull Time

• Job Details:. Analyze and prepare historical business volumes, staffing patterns, and contact volume forecasts to accurately plan and manage short and long term staffing needs for Customer Care Centers. • Establish and oversee planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets, and to improve accuracy of both short- and long-term forecasting. • Develop and maintain WFM & DS systems and processes to provide accurate projections and forecasts for the optimal management of current and future capacity requirements. Track exceptions to work schedules, plan to shrinkage rates, and partner with managers to implement appropriate staffing levels. • Assist in the development of reporting and processes to plan for staffing augmentation; analyze reporting outcomes to determine recruiting needs • Acquire and leverage business, industry, and technical knowledge and existing core systems to develop models that drive planning and workflow functions. Evaluate staffing utilization data and turnover trends and develop alternatives to improve efficient staffing. • Ensure the accurate compilation and distribution of information and reports to identified stakeholders. • Promote education and understanding of business requirements and workforce management practices among call center management and agents. • Manage a team of Real Time Specialists, Data Analysis and Workforce Analysts. • Establish expectations, goals, and performance objectives, and manage performance on an ongoing and annual basis. • Coach direct reports and provide guidance on performance and productivity issues • understanding of the successful project planning, project implementation, development of work plans, evaluation, communication planning and final analysis. • Interface with Managers as needed for escalation of service impacting issues; align internal projects with Customer Care strategies