Hadeer Khalaf Abdel Razik

Raya Contact Center

• Workforce AnalystFull Time

  Jan 2022 - Present -3 yrs, 6 months

  Egypt , Cairo

  • Job Details:- Executes plans and ensures effective implementation of schedules. - Administers Call Center Agents’ scheduling. - Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. - Reconciles daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader. - Create and deliver daily, weekly and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage. - Maintain running report of attendance incidents. - Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. - Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. - Ability to facilitate Daily Operations updates. - Manage non-productive time request process , ensuring activities are planned without impacting SLAs Reports the operational violations to HR to implement CC Code of Conduct. - Perform any additional related tasks.
• Customer Service SpecialistFull Time

  Oct 2018 - Jan 2022 -3 yrs, 3 months

  Egypt , Cairo

  • Job Details:- Giving the customer any numbers of institutions or government agencies located inside the UAE. - Giving them the sites of institutions and government agencies with the possibility of delivering it by describing the way to them.