Yasser Medhat

Real Time AnalystFull Time

Workforce SpecialistFull Time

• Job Details:- Monitoring contact volumes, AHT, and Service Level against the plan, and report issues to operations where appropriate. - Proactive communication with Supervisors / Team Leaders regarding any upcoming issues or changes. - Maintaining a top-level view of adherence - challenge any adherence issues with Team Leaders. - Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives and maintain required productivity. - Monitoring different queues using real-time measurements and techniques to ensure optimum staffing levels and maintain required productivity. - Administers volume and productivity trends and taking the necessary actions to maintain queue stability and achieving client requests. - Runs and analyzes reports in order to recommend beneficial adjustments in the staffing and productivity levels to meet departmental productivity and profitability goals. - Prioritize workload, meet deadlines, and perform multiple tasks with attention to detail. - Keys daily exception requests updates schedules and responds to escalated issues and ad-hoc requests.

Internal Analyst AgentFull Time

• Job Details:- Perform data analysis for generating reports on periodic basis. - Analyze received calls to evaluate agents performance. - Managing ad-hoc reports to assist the management in taking business decisions.