MA

MAHMOUD Abdo

Workforce Analyst at HeelCX

Cairo

Work Experience

  • Workforce Analyst

    HeelCX

    Jul 2024 - Present -1 yr

    • Job Details:Led all off-shore projects salary processing end-to-end, ensuring data integrity. Built dynamic dashboards for data analytics and visualization. Optimized staffing needs and resource allocation.

  • Workforce TM

    HeelCX (Vodafone)

    Dec 2022 - Jul 2024 -1 yr, 7 months

    • Job Details:Monitored real-time capacity across channels to meet SLAs. Published staffing plans, improving service levels by 10%. Enhanced forecasting models, increasing accuracy by 15%.

  • Loan Team Leader

    HeelCX (Vodafone Cash)

    Jul 2022 - Dec 2022 -5 months

    • Job Details:Supervised nesting and onboarding of new loan operations agents. Monitored and analyzed team performance against benchmarks. Coordinated resource allocation with operations and training teams.

    • Skills

    • Scheduling
    • Problem Solving
    • Communication
    • Analysis
    • excel

    Languages

    • Arabic

      Fluent

    • English

      Advanced
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