Mohamed Ahmed Ibrahim

Experience

• 

  Microsoft

  Nov 2014 - Aug 2015

  Founder and Vice President of Ta3mal sohag| Masr Ta3mal initiative By Microsoft

  Masr Ta3mal is an online employability portal. Masr Ta3mal is under the umbrella of Ta3mal regional Initiative launched by Microsoft and Silatech.•Establish the team from scratch and took it permits at the University and out for the team.•Designing and executing the vision and mission for the team.•Make sure the team knows a good working knowledge of the objectives of Masr works and whatTa3mal is working.( Explain and Clarification). •leadership ,distributed roles , worked on structure and choose people for the team. •Designing and executing a training plan, events outdoors, external training.•Designing and executing an internal training plan for the team. •Regular monitoring of the plan execution and assess the performance. •Prepared and made training programs, employment programs.•Develop, educate and implement youth that will lead to the goals.•Team management: Plan and coordinate team meetings, team building activities, and do performance assessment talks with team member every month.•Supervising and Coordination training, Communication with speakers.•Designing and executing campaigns, Camps, job fairs.•Supervising and Coordination training by Microsoft, Ministry of Youth.•Designing and executing Team management strategy, team ethics.•Make partnerships with organizations, student activities, associations. • Reported to citizenship coordinator at Microsoft. عرض أقل

• 

  Vodafone

  Mar 2017 - Feb 2019

  Customer Service Representative

  Egypt Post Account

• 

  WAVZ for Digital Transformation

  Apr 2018 - Mar 2022

  -Spearheaded the development and implementation of an innovative “Agent Scorecard,” integrating novel metrics aligned with organizational KPIs.-Assumed a pivotal role in preparing quarterly and annual operational headcount budgets, meticulously allocating resources for optimal efficiency.-Supported financial analysis by providing detailed reports, ensuring accurate updates, and validating trends.-Collaborated closely with relevant stakeholders to prepare compelling business cases and adapt service models to meet evolving requirements.-Conducted pre-assessments, precisely defining project KPIs and targets.-Generated comprehensive reports, incorporating key assumptions, and facilitated both short- and long-term operational planning, including headcount and seating arrangements.-Constructed and maintained models to monitor and control operational expenditures, ensuring alignment with agreed-upon targets.-Post-assessed launched projects, meticulously documenting their impact. عرض أقل -Spearheaded the establishment of a robust Reporting Function, assembling a high-performing team from inception.-Regularly curated and delivered essential monthly reports, encompassing Shrinkage, SLA (Service Level Agreement), and Calls disposition analyses.-Ensured seamless communication by distributing monthly agents’ scorecards to the Operations team.-Monitored and reported on abnormal call trends and monthly SLA achievements.-Developed a comprehensive reports database by meticulously extracting data from various systems and securely storing it locally.-Acted as the focal point for the Workforce Management (WFM) reporting tool (SAP), bridging the gap between the WFM team and technical experts. عرض أقل -Spearheaded the creation of a robust Reporting Function and assembled a high-performing team from the ground up.-Regularly generated and delivered essential monthly reports, including Shrinkage, SLA (Service Level Agreement), and Calls disposition analyses.-Ensured seamless communication by delivering monthly agents’ scorecards to the Operations team.-Monitored and reported on abnormal call trends and monthly SLA achievements.-Developed a comprehensive reports database by meticulously exporting data from various systems and securely storing it locally.-Served as the focal point for the Workforce Management (WFM) reporting tool (SAP), bridging the gap between the WFM team and technical experts. عرض أقل

  • Workforce Planner and MIS analyst

    Jan 2021 - Mar 2022

  • Workforce Reporting Analyst

    Feb 2020 - Jan 2021

  • Workforce Real Time Analyst (RTM)

    Mar 2019 - Feb 2020

  • Floor Support Agent

    Apr 2018 - Feb 2019
• 

  Andalusia Health Egypt

  Mar 2022 - Jun 2022

  HR Planning Senior Specialist

  -Orchestrated comprehensive onboarding, orientation, and skill development programs for new team members.-Strategically redefined project Key Performance Indicators (KPIs), recommending optimal metrics for implementation across various organizational levels.-Conducted personalized one-on-one sessions with underperforming employees, collaboratively identifying and implementing corrective actions to enhance overall performance.-Analyzed performance trends, providing actionable insights for targeted investments aimed at optimizing employee productivity and driving hospital revenue.-Developed staffing standards based on workload requirements, establishing performance metrics to determine optimal manpower levels.-Conducted rigorous cost/benefit analyses for structural modifications, offering data-driven recommendations.-Regularly collected and analyzed weekly and monthly productivity data from diverse stakeholders, delivering performance-enhancing recommendations and overseeing corrective actions.-Leveraged advanced data analysis and visualization tools to succinctly present findings and conclusions, supporting productivity-related decisions. عرض أقل

• 

  Foundever

  Jun 2022 - Mar 2024

  Workforce Specialist

  -Successfully managed high-value accounts spanning three countries, ensuring impeccable service delivery and exceeding client expectations.-Acted as a reliable backup to the OMD Analyst, seamlessly providing essential reports during their absence.-Leveraged Power BI to automate and optimize Workforce Management (WFM) reporting, significantly enhancing efficiency and saving valuable time.-Administered the Power BI workspace, maintaining streamlined data management processes.-Delivered monthly scorecards to the HR team, spotlighting critical performance indicators (KPIs) for agents.-Collaborated closely with the Operations (OPS) team to enhance daily advisor monitoring procedures, fostering agility and alignment with client requirements.-Prepared and presented weekly client reports, offering actionable insights derived from WFM data validation (including SLA compliance and productive hours).-Developed customized weekly plans, tailoring schedules to meet specific client needs.-Partnered with OMD analysts to compile comprehensive monthly reports for HR teams across multiple countries.-Supported the scheduling team by optimizing weekly schedules, aligning them precisely with client preferences.-Monitored call flow and SLA adherence per interval, promptly identifying any deviations.-Raised timely alerts to the OPS team, accompanied by actionable recommendations for advisor performance enhancement.-Tracked daily advisors’ attendance and auxiliary activities, providing essential insights to the OPS team.-Responsively adjusted schedules based on OPS requests, ensuring seamless alignment with client requirements.-Produced detailed daily and monthly attendance reports for HR teams in each country.-Proficiently utilized various Workforce Management tools, including WFM Aspect, RTA Aspect, and NICE IEX, alongside client call mentoring tools. عرض أقل