Mohamed Mansour

I graduated from Computers & Informatics Faculty in Zagazig University with a bachelor’s in information technology in 2018, I’ve been working in Sales at Unilever Company for 1 Year. After That I’ve been working as Customer Service at WE for One Year and Half which enhanced my experience in dealing with customers, analyzing their problems, and satisfying their needs Then I got promoted in Workforce management as Real Time Management Analyst Since July 2021 until Feb 2023.

Workforce Management Specialist (WFM) Telecom Egypt (WE) JULY 2021-Feb 2023

• Support management with all necessary information, planning models and scenarios to facilitate the decision-making process. • Analyze the historical data in order to forecast and create staffing scenarios for inbound and outbound business functions. • Workforce planning and scheduling for all operational accounts, from long term plans to the minutes intraday level. • Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing issues. • Track, maintain, and document attendance, leaves and absenteeism of Xceed CSRs. • Update HR and finance with attendance, absenteeism, and overtime • Control leaves balance and reserve annual leaves for Xceed CSRs. • Maintain Operation headcount and headcount related issues. • Report absenteeism and attrition figures of Operation to the concerned parties. • Develop and maintain WFM reporting and dashboards to support decision-making. • Proficient in the use of Microsoft Office applications including but not limited to Outlook, Internet Explorer, Excel, Word, PowerPoint, etc. • IVR experience: knowledge in process improvement. - Experienced use and/or implementation of Call Centre & Technology.

Customer Service Telecom Egypt (WE) Nov 2019-July 2021

• Handle large amounts of incoming calls. • Assisted customers with product-related questions, feedback and complaints • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction. • Achieve The KPI & Stick the Instructions

Sales Unilever Company July 2018-July 2019

Faculty of Computers & Informatics

Zagazig University (Egypt)

Bachelor’sin information technology