Pierre Hakim Hanna

Data AnalystFull Time

• Job Details:Responsiblites as an RTA responsible for AT&T Project: - Creating WFM Metrics and building up analysis reports for WFM and Client metrics using excel and Power BI tools based on business needs. - Interpreted data from primary, secondry sourrces and database and analyzing results using statistical and data analysis techniques and providing ongoing reports. - Monitoring queues in real-time to identify and call out any risks to meet contractual KPIs. - Monitoring Service Level Performance against planned AHT, AUX usage, Shrinkage & correlating with non-adherence at Consultant Level. - Making real-time call outs on performance, productivity & staffing level to floor supervisors for appropriate actions. - Coordinating offline activities and preparing performance and productivity analysis reports. - Cooperating with OPS managers a keeping them informed with the performers based on WFM & Client metrics. - Preparing schedules based on forecasted data. - Responsible for creating and updating team combo "HC".

Regional AnalystFull Time

• Job Details:Interpret data, analyze results using statistical techniques and provide ongoing reports. Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Acquire data from primary or secondary data sources and maintain databases/data systems. Identify, analyze, and interpret trends or patterns in complex data sets. · Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems. Work with management to prioritize business and information needs to Locate and define new process improvement opportunities Analyze, forecast, and build custom reports to make key performance indicators and insights available to the entire company. Effectively present and communicate analysis to the company to drive business decisions. Formulated department budgets to facilitate smooth financial operations and meet business targets.

RTM Auditing SpecialistFull Time

• Job Details:Providing analytical support to operations and propose recommendations or solutions to enhance efficiency as needed • Executing plans and ensures effective implementation of schedules. • Administrating Call Center Agents’ scheduling. • Using over and under rules to minimize the gap between actual arrival patterns and forecasting patterns. • Reviewing daily attendance with agents’ schedule and time in/time out reporting in coordination with the team leader. • Creating and delivering daily, weekly and monthly reports. • Communicate changes to scheduling to ensure suitable daily resources coverage. • Managing non-productive time request process, ensuring activities are planned without any negative impacts • Generating hourly intervals management. • Ensuring that operations are performing according to key call center performance metrics. • Updating the automated intervals sheet hourly flags (Detecting patterns of lack of production) and Dialer reports.