Basic Info

Mostafa Elsayed

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Workforce senior analyst at Wasla Outsourcing

Experience Details

Workforce senior analyst

Customer Service/Support, Human Resources

Experienced (Non-Manager)

N/A


Company Details

Wasla Outsourcing

Egypt

More then 1000 employees

Consumer Services

N/A

Jun 2012 to present (4 years 10 months)
Workforce Manger at First serviecs

Experience Details

Workforce Manger

Customer Service/Support

Manager

N/A


Company Details

First serviecs (multinational)

Cairo, Egypt

More then 1000 employees

Consumer Services

First

Jul 2013 to present (3 years 9 months)
Workforce senior analyst at Wasla Outsourcing

Experience Details

Workforce senior analyst

Quality

Manager

N/A


Company Details

Wasla Outsourcing

Egypt

N/A

Outsourcing/Offshoring

N/A

Jun 2012 to present (4 years 10 months)
Workforce Forecaster Specialist at Raya Contact Center

Experience Details

Workforce Forecaster Specialist

Customer Service/Support

Manager

N/A


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More then 1000 employees

Consumer Services

N/A

Apr 2014 to present (3 years)
Workforce Section Head at Flyin.com

Experience Details

Workforce Section Head

Tourism/Travel

Manager

Manage Workforce planning.
• Participating in call center conversation rate.
• Mange the Online back office reports.
• Manage their KPI’s.
• Identify the factors that influence staffing numbers.
• Determine the impact on service when staff is added or reduced.
• Forecast targets to actual on a daily basis, responds to issues and implement necessary adjustments to achieve these goals.
• Identify the implications of a union environment on scheduling options.
• Create Workforce Team Schedule.
• Analyse tracks and maintains daily log of events relating to business results and provides recommendations as required.
• Supervise the performance of the Real-Time.
• Develop project performance monthly reports
• Advises of potential performance concerns and recommends solutions
• Reviews data to identify trends or patterns of practices / behaviors that negatively impact operations.
• Create and Identify, evaluate, and implement new options/ideas for improving the external and internal customer experience.
Work with other teams to resolve complex problems producing solution outside established procedures.
• Updating any tardy, no show cases.
• Analyzes regularly contact center performance and review actual results against company objectives, campaigns and assumptions.
• Reviews plan on forecast models and staffing plans on a regular basis for data validation and address any changing operational needs or business rules.
• Measures forecasting accuracy according to actual volumes and account for variances.
• Provides Staffing Plan.


Company Details

Flyin.com

Cairo, Egypt

501-1000 employees

Travel and Tourism

www.flyin.com

Sep 2016 to present (7 months)
Workforce Section Head at Flyin.com

Experience Details

Workforce Section Head

Customer Service/Support

Manager

N/A


Company Details

Flyin.com

Cairo, Egypt

N/A

Travel and Tourism

www.flyin.com

Sep 2016 to present (7 months)
Outsourcing speicialist at Pepesico egypt

Experience Details

Outsourcing speicialist

Human Resources

Experienced (Non-Manager)

N/A


Company Details

Pepesico egypt

Cairo, Egypt

More than 1000 employees

Food and Beverage Production

N/A

Mar 2015 to May 2015 (2 months)
Workforce Analyst at Wasla Outsourcing

Experience Details

Workforce Analyst

Quality

Experienced (Non-Manager)

N/A


Company Details

Wasla Outsourcing

Egypt

N/A

Outsourcing/Offshoring

N/A

Aug 2011 to Jan 2012 (5 months)

Achievements


• Devolved new tool using Excel to calculate Agents Adherence per intervals.
• Help our Operation to achieve our client Vodafone targets capacity score and answered calls per intervals 13 months on Raw.
• Design an effective Hiring plan for Vodafone Project.
• Provide more than150 Workforce Training hours.
• Set Plan to save our clients demands with the country security situation , specially our Company locate near to Ithadia Place.
• Wasla certified COPC twice.


• Participate in Establish a new Account with first services “Mobinil Data Validation”.
• Establish a decent Intraday Sheet.
• Maintain agents Performance to meet our Clint targets.
• Set Smart schedule to be able to Achieve Clint request with the Curfew.
• Set Plan meet client demands and agents demands with unstable security situation.
• Set Seating Plan to can minimize seats with save client demands on target.



Education

Bachelor's Degree in Law

Education Details

Bachelor's Degree

Law

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Masr Algdeda

Egypt

2004

C / Good / 65 - 75%

N/A

Masr Algdeda
2004

Training and Courses

Training/Course Details

Workforce

Aug 2013

Mobinil

N/A

This profile is fresh!
Last update 21 days ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalAnalytical SkillsArabicCCpulceCommunicatorConsumer ServicesCustomer ServiceEnglishFirst ServiecsFoodFood And Beverage ProductionFootballForecastingHiring PlanHuman ResourcesLawLeaderMicrosoft ExcelMicrosoft OfficeMitleNatgeoOffshoringOutsourcingOutsourcing SpeicialistPerformance AnalysisPlannerPlanningProblem SolverQuality AssuranceQuality ControlRaya Contact CenterSchedulingSupportTourismTravelTravel And TourismWorkforceWorkforce AnalystWorkforce Forecaster SpecialistWorkforce MangerWorkforce Section HeadWorkforce Senior Analyst

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Fluent

: Fluent

: Fluent

Tools and Technologies

CCpulce

CCpulce

: Expert

: Extreme - I love it!

:

1-3 years

Mitle

Mitle

: Expert

: Extreme - I love it!

:

Less than 1 year

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Performance analysis

Performance analysis

: Expert

: Extreme - I love it!

:

3-5 years

Scheduling

Scheduling

: Expert

: Extreme - I love it!

:

1-3 years

Hiring Plan

Hiring Plan

: Expert

: Extreme - I love it!

:

1-3 years

Analytical Skills

Analytical Skills

: Expert

: Extreme - I love it!

:

3-5 years

Planning

Planning

: Advanced

: High

:

1-3 years

Forecasting

Forecasting

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Planner, Communicator, Problem Solver

Online Presence

http://www.linkedin.com/profile/view?id=305511131&trk=nav_responsive_tab_profilehttps://www.facebook.com/sasa.falconxx

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