Islam Younnis

Vodafone Egypt

• Workforce Scheduling And Planning AnalystFull Time

  Dec 2022 - Present -2 yrs, 7 months

  Egypt , Cairo

  • Job Details:•Scheduling inbound/outbound and off board queues •Gathering and normalizing historical data to meet the actual requirements of daily schedules •Special schedule scenarios to enhance patterns such as (Ramadan, summer, etc...) •Accomplishing seating ratio computed through scheduled agents and actual utilized seats •Defining daily work pattern consistent or variable start times including break and lunch times [ Preparing generation reports to be able to track and change the schedule defects and to be an indicator for system or individual errors which enables technology departments) to solve the system problems •Achieving high forecast accuracy (interval, daily and monthly) and schedule sufficient staff to answer customer's inquiries which will have a direct cost impact to overcome useless overtime or hiring superfluous staff •Strong communication with management teams putting into consideration (seasonality, promotion, public holiday, planned outages, etc...) •Preparing workforce needs periodically to be aligned with Hiring Plan Budgeted and overcome any surplus in customer care headcount •Following up on new classes' attrition to avoid deficient in customer care headcount •Headcount analysis for different aspects of (resignations, transfers, loans, unpaid, etc...) and reconciliation the HC data with HR •Ramadan analysis that trigger changes in total view schedule (settings, pattern changes, staff calculations, call behavior, seating, Iftar and Sohour, etc...) •Time changes preparations keeping backups and contingency plans through required schedule amendments •Preparing and planning trainings and its impact on decrease or increase of calls, AHT, staff availability, etc. (ADSL, I-Care, NBA, etc.) •Designing business rules that reflects operational requirements for staff, which comply with local labor and HR rules, and in the meantime reflects best resources •Involving in every change in customer routing rules to give the recommendations
• Workforce Real Time And Reporting AnalystFull Time

  Sep 2019 - Dec 2022 -3 yrs, 3 months

  • Job Details:Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency. Prepare and disseminate timely and accurate reports to operations management and clients. Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time Set and adjusted to schedules to maintain optimal coverage and service levels. Worked with management to develop strategic and tactical plans to meet different requirements. Managed overtime, shift swaps, breaks and PTO requests. Created training materials for new employees to provide information about attendance guidelines.
• Consumer, premium and platinum segment senior RepresentativeFull Time

  Nov 2015 - Aug 2019 -3 yrs, 9 months

  Egypt , Cairo

  • Job Details:Handling Premium and Platinum customers (Consumer & Enterprise) requests & complaints through answering customers’ inquiries and provide them with needed recommendations and actions with a superior customer service, Act as account angel through conducting outbound contacts or make visits to educate customer about certain services or retain him· act as a focal point between customer service & technology in any roaming technical problem through making all needed trouble shooting and submit service request to technology when needed and finally follow up and deliver feedback to customer
• Consumer High Value Segment RepresentativeFull Time

  May 2014 - Nov 2015 -1 yr, 6 months

  Egypt

  • Job Details:Provide Vodafone Egypt "High Value" customers with all required information related to the company products and services with delighting them with a superior customer service. -Supporting corporate queue by handling SME authorized and end-users inquires. -Supporting collection queue by handling collections inquires and bills explanation. -Providing guidance in areas of professional matters as requested or needed. -Applying FCR concept for all customer’s inquires. -Prioritizing and achieving multiple tasks, establishing and meeting deadlines. -Follow up all customers related issues and provide timely feedback to Vodafone Egypt "High Value" Customers. -Adhere to Customer Operations Department policies and procedures. -Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty. -Perform standardized activities and tasks efficiently and effectively. -Pro-actively reinforce Vodafone’s customer care proposition during all contacts. -Handle and retain all the customers’ complaints within the SLA. -Explore the required negotiation skills for making payments' deals when needed. -Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner. -Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware. - Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold