Basic Info

Hani AboTaleb

10 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

WorkForce Head of Section at Wasla Outsorcing

Experience Details

WorkForce Head of Section

Operations/Management

Manager

Plan, develop and implement strategy for Work Force management to meet and exceed internal and external SLA’s
Ensure timeliness and accuracy of MIS/Reviews/Incentive/Payroll Process etc.
Ensure integrity of data and reports and satisfactory internal/ external audit rating
Continuously interact with other business units to pick up "best practices" and make improvements in the existing processes
Conduct regular reviews and revisions of practices in process and benchmark them with other projects
Analyze the achievement of the center against baseline set by the client
Responsible for forecasting (volume, AHT, staffing), scheduling, reporting and real time management of call center operations.
Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs.
Responsible for daily management of service levels.
Develop and analyze scheduled and ad hoc reports.
Conduct staffing needs analysis to identify the gap between current workforce and future workforce needs.
Create strategies to close the gap between workforce supply and demand.
Develop yearly staffing plan.
Authorized for telephony systems for the benefit of business needs and client requests (reports design, metrics calculation, Q construction, IVR changes, routing techniques, agent and agent groups creation)
Accountable for maintaining full application of quality standards insuring passing internal and external audits (ISO and COPC)
Collaborating with sales team in calculation staffing needs of Wasla’s proposal of potential accounts


Company Details

Wasla Outsorcing

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

www.wasla.com

Oct 2016 to present (1 year 2 months)
WorkForce Intraday Supervisor at Wasla Outsorcing

Experience Details

WorkForce Intraday Supervisor

Analyst/Research, Operations/Management

Manager

Developing Real-time Management approaches in all Wasla’s large accounts (Vodafone – Electrolux– B.Tech and Union Group)
Designing integrated performance reports adopting COPC calculation methods in an emphasis on efficiency and resources utilization
Conducting with team payroll effects sheets tasks applying HR’s requirements (Absenteeism, conformance, leaves consumption, tardiness and overtime)
Leaves administration full activities (starting balance, partial consumption, remaining balance and carry over)
Daily review and analysis of performance reports spotting deviations from deviations from plans, client benchmarks or COPC standards. In full collaboration with operations, action plans are set to get performance back to track then follow up is done


Company Details

Wasla Outsorcing

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

www.wasla.com

Jan 2014 to Sep 2016 (2 years 8 months)
Customer Care Supervisor at Wasla Outsorcing

Experience Details

Customer Care Supervisor

Customer Service/Support

Manager

Providing supervision, direction and coaching to a group of team leaders to reach top performance and the highest professionalism in all work practices. Duty manager tasks and handling Spoc responsibilities with WF team


Company Details

Wasla Outsorcing

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

www.wasla.com

Feb 2013 to Dec 2013 (10 months)
Customer Care team leader at Vodafone Egypt

Experience Details

Customer Care team leader

Customer Service/Support

Experienced (Non-Manager)

Managing a team of representatives providing support and coaching to reach maximum performance achieving organization goals. Floor supervisor and duty manager duties. Participation in floor global tasks


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jun 2009 to Jan 2013 (3 years 7 months)
Collection call center agent at Vodafone Egypt

Experience Details

Collection call center agent

Customer Service/Support

Entry Level

Handling customers’ complaints related to their bills, resolve payment issues, bills explanations, conducting payment deals with customers.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2009 to May 2009 (4 months)
Customer Care Representative at Vodafone Egypt

Experience Details

Customer Care Representative

Customer Service/Support

Entry Level

Answering customers’ inquiries and resolving their problems insuring highest standards of customer satisfaction.
Handling teams team’s attendance and punctuality reports and leaves reservation task.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Aug 2007 to Dec 2008 (1 year 4 months)

Achievements


• Integrated, reliable and extremely accurate reporting system
o Leaves DB
o Productivity reports (agent, agent groups)
o Conformance
o Adherence
o Staff Shrinkage
o Tardiness
o HC
o RTM tasks and activities
o Payroll data and Ramadan allowance
• Agreements with Ops team to:
o Facilitate Ops workflow
o Insure reports accuracy
o Guarantee efficiency of resources management
• WF Staff
o Training and development
o KPI’s and appraisal
o Strict selection process of new calibers


• Aheeva Reporting capabilities


Contributions in WF tasks and tools:
• OOA tool
• OOA task
• Tardiness report



I own the case trends of customer care
training schedule
reporting
analysis


Spotted a mistake in vodafone's billing in regards to negative amount calculation


a new automated technique in team's leaves reservation


Education

BA in English Literature

Education Details

BA

English Literature, English Language

Faculty of Arts cairo university, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Arts cairo university
1997 - 2000
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El haram secondary school

Egypt

1996

A / Excellent / 85 -100%

N/A

El haram secondary school
1996

Certifications

Comptia Net+
Jan 2003

Certificate details

Comptia Net+

Jan 2003

110 out of 140

N/A

N/A

IBM

N/A

This profile is not updated!
Last update more than 5 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalCollection Call Center AgentComptia Net+ComputerComputer GamesCreativeCustomer CareCustomer Care RepresentativeCustomer Care SupervisorCustomer Care Team LeaderCustomer ServiceEducationEnglishEnglish LanguageEnglish LiteratureInnovativeLeaderManagementMicrosoft ExcelMicrosoft OfficeNat GeoOffshoringOutsourcingProblem SolverResearchScienceSeaSupportTelecommunicationsTranslationTravellingVodafone EgyptWorkForceWorkForce Head Of SectionWorkForce Intraday Supervisor

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Computer

Computer

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Intermediate

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

5-7 years

WorkForce

WorkForce

: Expert

: Extreme - I love it!

:

3-5 years

Education

Education

: Advanced

: High

:

1-3 years

translation

translation

: Beginner

: Medium

:

Less than 1 year

Key Skills

Analytical, Leader, Creative, Problem Solver, Innovative

Online Presence

https://www.facebook.com/hani.abotaleb

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