Alaa Talaat

Teleperformance - Egypt

• Senior Scheduling & Planning – Workforce ManagementFull Time

  Oct 2024 - Present -9 months

  Egypt , Cairo

  • Job Details:Led strategic workforce planning and scheduling for large-scale operations, ensuring optimal staffing across all business units. Designed and maintained forecast-driven schedules using WFM platforms (IEX, NICE, Genesys, Excel). Coordinated with Ops, HR, and RTM teams to align capacity plans with service level goals, shrinkage, and business demands.
• Scheduling & Planning AnalystFull Time

  May 2023 - Sep 2024 -1 yr, 4 months

  Egypt , Cairo

  • Job Details:Developed and maintained optimized staff schedules based on forecasted workload, shrinkage, and business requirements. Used WFM tools (e.g., IEX, NICE, Excel) to create efficient shift plans and ensure compliance with labor regulations. Collaborated with operations, HR, and real-time teams to support staffing accuracy, business continuity, and performance KPIs.
• Real-Time Analyst (RTM)Full Time

  Sep 2022 - Apr 2023 -7 months

  Egypt , Cairo

  • Job Details:Monitored intraday call center performance to ensure alignment with forecasted staffing and service level goals. Used real-time dashboards and WFM tools (e.g., IEX, NICE, Genesys) to track agent adherence, adjust schedules, and mitigate service risks. Proactively communicated with operations and workforce teams to respond to call volume fluctuations, shrinkage, and queue trends.
• Customer Support RepresentativeFull Time

  Nov 2021 - Aug 2022 -9 months

  Egypt , Cairo

  • Job Details:Provided exceptional customer support by handling inquiries, resolving issues, and ensuring high satisfaction across multiple channels (phone, email, chat). Managed customer accounts, processed orders, and tracked service requests with accuracy and efficiency. Skilled in CRM systems (e.g., Salesforce, Zendesk), conflict resolution, and upselling techniques. Maintained a positive, empathetic, and professional attitude while meeting performance metrics such as response time, CSAT, and first-call resolution. Proven ability to handle high-volume environments and deliver service excellence under pressure.