Oussama Madani

Workforce Management Analyst with over 5 years of experience in forecasting, capacity planning, scheduling, and performance analysis within fast-paced operational environments. Proficient in workforce management tools, data analysis, and reporting, ensuring optimal staffing levels and achievement of service level targets. Skilled in analyzing trends, monitoring real-time performance, and collaborating with cross-functional teams to improve operational efficiency and resource utilization.

Experienced in developing actionable insights, supporting strategic workforce decisions, and driving continuous process improvements. Passionate about delivering data-driven solutions that enhance productivity, customer experience, and overall business performance

WFM Analyst - Teleperformance

(2020-01)

Responsible for forecasting workload, analyzing staffing requirements, and optimizing workforce schedules to ensure operational efficiency and service level achievement. I use data analysis, reporting tools, and performance metrics to identify trends, support resource planning, and provide actionable recommendations that improve productivity, customer experience, and overall business performance. My role involves close collaboration with operations teams to balance staffing needs with business objectives while maintaining cost efficiency.

Volunteer Interpreter - Local Community Center

(2024-01)

Maintained strict impartiality, confidentiality, and professional ethics while facilitating clear, unbiased communication and assisting both parties with cultural context. Also translated key documents such as flyers and notices to support program accessibility

Senior Technical Support - Teleperformance

(2018-01 - 2020-12)

• Providing timely remote troubleshooting solutions for escalated issues via phone and chat, creating instructional materials to assist junior technicians with troubleshooting to resolve customer's technical issues.
• Collaborating with other teams to ensure that solutions are aligned with the company policies and procedures.
• Participate in regular meetings to review progress and provide feedback on existing processes.
• To maintain competitiveness, staying up-to-date with emerging technologies and industry trends and shared knowledge and best practices with colleagues.

Project assistant (PMO) - Huawei Technologies

(2017-01 - 2018-12)

• Supporting project planning, coordination, and reporting to ensure smooth project delivery.
• Skilled in maintaining project documentation, tracking timelines, coordinating stakeholders, and preparing project reports.
• Strong organizational and communication skills with a focus on efficiency, accuracy, and supporting business objective

Project Coordinator - HTS Algeria

(2015-01 - 2017-12)

• Supporting project planning, scheduling, and execution across cross-functional teams.
• Skilled in coordinating stakeholders, tracking project progress, maintaining documentation, and ensuring deadlines are met.
• Strong organizational and communication skills with a focus on delivering projects efficiently and supporting business objectives.

Professional Lawyer's Certificate - Algiers University (2015-12)

Bachelor in Judicial and Administrative Sciences - Judicial and Administrative Sciences - Algiers University (2013-12)