Ebrahim El Qassas
Section Head - Workforce Management at Raya Contact Center
6th of October, Giza, EgyptWork Experience
Senior Manager Planning and GovernanceFull Time
Apr 2023 - Present -2 yrs, 3 months
- Job Details:Managing WFM teams, Project management, MIS team and Transition management.
MIS ManagerFull Time
- Job Details:Develop all Analysis that are needed to enhance the business performance and support the decision making. Manage all invoices matters. All Reporting matters, MBR/QBR presentations. Dashboards and Score cards that always support the stakeholders to manage theit KPIs. Manage Table F. Setting Targets.
Section Head - Workforce ManagementFull Time
- Job Details:In RAYA, my responsibility mainly to lead WFM team, my team members are developing Forecast /Schedules and Staffing, in addition to Real time Management to one of the biggest offshore account in the middle east. regarding Forecasting, we follow all the available methodologies to ensure the forecast and planning cycle are extremely accurate, that will drive the financial dimensions.
Education
MBA in Management
Arab Academy for Science, Technology and Maritime Transport (AAST)Jan 2019 - Jan 2020 - 1 Year
Technical Diploma in Six Sigma GB
American University in Cairo (AUC)Jan 2015 - Jan 2015 - 0 Month
Bachelor's Degree in Media department - faculty of Arys
Benha UniversityJan 2000 - Jan 2004 - 4 yr
High School - Thanaweya Amma
Al Salam Sec. School - CairoJan 2000
Skills
Languages
Arabic
FluentEnglish
AdvancedFrench
Beginner
Training & Certifications
MDP - Management Development Program
Dale Carnegie·2017COPC implementation Leader
COPC release 6.0·2017Project Management Diploma
RITI - Cairo Egypt·2016Project Management Diploma
RITI·2016Customized Training in Managerial skills
Dale Carnegie ·2015Six sigma
AUC - American University in Cairo·2015mini MBA
Knowledge Academy·2014Enhance Customer Experience
Aspect - Mumbai - INDIA·2014RC - COPC
COPC inc.·2013