Hadeer Sameer

Global Workforce Management and COE ManagerFull Time

• Job Details:20+ years of experience in managing different business transformations to decrease the margin of operational cost with efficiency tactics to achieve targeted KPIs. Managing global Workforce Management teams across continents serving worldwide markets with different contact center models. Provide solutions to increase customer experience and decrease demands. Launched first international account for Vodafone and several national and international contact centers with managing huge budgets. Experienced in headcount modeling, forecasting, scheduling, vendor management, and setting operation models. Skilled to design business models of measuring workloads against headcount utilization with invoicing simulation. Talented in team development through enriching profiles and increasing advanced technicalities for different global teams across various continents. 目 As a freelance, provide different consultations and technical training. Created different forecasting methodologies compete with the global standards and proven higher accuracy percentages against actuals, developed different tools and mechanisms saving time, efforts, human mistakes, and insures getting models done with just a click. Manage contact centers serving the markets of Germany, Ireland, Italy, Spain, Greece & UK Lead a 3 span teams of around 80+ members across Egypt, India and Albania Insightful designs to share crucial business strategy directions Manage different operational models of SL, available hours, contact volumes, FTE, etc. Accommodate different contracted payment models customized upon market and customer Handle all contact center activities; calls, chats, mails, service requests, etc. Factorize best practices for efficiently utilize the resources Set shrinkage models with complex formulas upon different lab or laws, internal regulations, and specific custom er requirements. Customized measuring and evaluating tools that serves performance management and cost efficiency. Design sophisticated schedules to best serve the busness and sufficiently fulfill the people work-life balance Assess Work force Management systems' functionality and technicalities for launching new operations or enhance existing ones Monitor workloads measurements via sy stoms, time-motion, and complex calculations to hire most efficient headcount with minimum.cost.