Eid Goma Saad

WFM Real Time Management AnalystFull Time

• Job Details:The Call Real Time Analyst (RTA) is a key member of the WFM team, who will be responsible to ensure customer and business expectations are met. Responsibilities of the RTA will also include monitoring the customer service rep calls and service levels. Manage Real Time exceptions in a large call center/ BO environment Reports Attendance and Shrinkage figures. Provide communication to and from Operations and other support departments for escalation of service-impacting i ssues Oversee call flow, real time, through workforce management tool(i.e. EIX). Monitor intra-day call and work volume as compared to forecast. Completes real time activities related to staffing. Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required Ensures that service level reports are accurate and are scanned for issues, abnormalities, and reports perceived concerns to the Team. Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…) May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.) Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.) Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement Maximize efficiency and occupancy while meeting service objectives Recognizes and recommends operational and support improvements.

RTM AnalystFull Time

• Job Details:Part of the supporting function responsible for assisting and monitoring the agents for mobile and fixed lines for business services with their schedules plus delivering reports to the clients about their performance and service levels on daily basis.

Senior 2nd line Network Tech Support AdviserFull Time

• Job Details:Responsible for providing technical solutions for network and services problems while maintaining and assuring a high level of quality for our dear customers.