Ibrahim Mokhtar Omar

Workforce SupervisorFull Time

• Job Details:#Managing and supervising the forecasting unit  Coordinate with all concerned parties to collect any required data for understanding the call volume trend  Structure historical data to build forecasting data base  Create media plan database for each project  Forecast the arrival volume based on historical data of all transactions (inbound calls, outbound calls, chats and emails)  set the monthly forecast amd staffing for year a head, and to be updated on a monthly/quarterly basis  Set he capacity plan to share the recrauitment & training team the hiring plan  Set the weekly forecat and staffing plan and schedules for all agents and team leaders that support the forecasted calls volume to meet service level target  Held weekly and monthly meetings with the client to discuss the forecasting and staffing plans  Measure forecasting accuracy and check new methedolgies to enhance the existing forecasting modules  Managing the seating plan #Managing the potential projects  Join meetings/conferences with the commercial team and potential clients to discuss the shared data and information neeting for an accuracte sizing  Share with the commercial team the staffing plan to set the P&L and simulate GP and share the proposal with the client #Managing and supervising the RTM unit  Monitor the Project service level  Managing the agent assignments  Taking SL over/under rule actions  Report attendance per shift and adherence to schedule  Take over the planner role on the short term (current week) and take the proper actions when abnormal conditions arise  Monitor, analyze and report the agent performance

Workforce SpecialistFull Time

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