Yasser Ali Saad

Workforce/RTM AnalystFull Time

• Job Details:- Executes Plans and ensure Effective emplementation of schedule . - Administers Call Center Agents' Scheduling . - Uses Over & Under Rules to maintaine best performance for bussines . - Reconsiles daily attendance with agents schedule and time in/Out reporting in Corination with team Leaders . - Create and deliver daily , Weekly and monthly WFM Reports . - Communicate Changes to scheduling to ensure suitable daily resource Coverage . - Maintain a running report of attendance incidents - Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed - Manage Non-Productive time request process , Ensuring Activites are planned without impacting SLAs - Manage SLA's & FTE Projects

Customer Service RepresentitveFull Time

IT and networks adminFull Time