Amr Mobarez

Workforce and MIS ManagerFull Time

• Job Details:Job Responsibilities: • Manage +25 members in the teams (Planning, Real Time and MIS). • Provide coaching and development to the direct reports to ensure that current business requirements are met while building a platform of continuous improvement. • Work with +30 clients (+1000 Agents) requirements and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections. • In different industries and brands for examples:- - Telecommunication: Etisalat. - Electronics: Universal and Beko. - On line payment: Fawry. - Fast food: Lapoire and Burger king. - Hospitals: Baheya Foundation. - Real Estate: Hayd Park • Start-up practical assessment of schedule completion and expected direct cost in terms of forecasting progress measurement. • Control the hiring plan to avoid any overstaffing to minimize any over cost. • Prepare monthly invoices as commercial contractual commitments. • Review the monthly cost efficiency progression for all running operations. • Assist and support operation management with all necessary information, planning models and scenarios to facilitate the decision-making process • Meet with internal management to insure their satisfaction within agreed policies and processes.

Workforce and MIS Senior SupervisorFull Time

• Job Details:Job Responsibilities: • Working closely with Operational Management Team, facilitate the schedule, data analysis and management information requirements for key stakeholders. • Ensure delivering accurate records and provide various reports to operation management and direct them to the area of development. • Managing staffing plans for multiply lines of business and accounts. • Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency • Manage delivery of forecasting, schedules and operation account metrics. • Develop and maintain management dashboards for effective results overview reporting.

Workforce SupervisorFull Time

• Job Details:Job Responsibilities: • Supervise Workforce team (Planning and RTM) for Etisalat Masr LOB’s • Manage, Lead, review, validate and coach the team. • Ensure accurate planning and adequate staffing for operational projects regarding all resourcing issues. • Analysis attrition based on historical data to understand attrition trend. • Collaborate with Operation Managers to identify and track both planned and unplanned absences. • Design the recruitment plans for attrition replacement and expansions. • Ensure delivering accurate records and provide various reports to operation management and direct them to the area of development. • Develop and maintain management dashboards for effective results overview reporting. • Review staff capacity plan on monthly & quarterly basis and raise any variation to concerned teams. • Act in a collaborative capacity to resolves problems / issues quickly and effectively across all LOB’s. • Working closely with Operational Management Team, facilitate the schedule / data analysis and management information requirements for key stakeholders.