Eslam Saeed

Results-driven Workforce Analyst with 1.5+ years of experience in optimizing contact center operations through accurate forecasting, efficient scheduling, and real-time performance monitoring. Skilled in WFM methodologies aligned with COPC standards, with strong analytical ability to interpret trends, improve productivity, and support operational decision-making. Proficient in telephony platforms such as Genesys and IP-telephony systems, and advanced in Excel, reporting automation, and data accuracy troubleshooting.

Possess strong knowledge of Power Query and Power BI for developing professional, interactive dashboards and automated reports that enhance visibility and operational insights. Known for professionalism, detail-orientation, and process improvement initiatives that elevate service levels and operational efficiency. Adept at cross-functional communication and delivering clear, actionable insights to stakeholders.

Real Time Analyst (WFM Analyst) at Al-Harfash Holding Gp. (2025-09 – Present)

Scheduling Management, tracking and forecasting workload trends, visualize the future capacity needs, tracking the performance of the employees, monitoring the queue at real-time level, and making professional automated reports and dashboards using MS excel tool (Power Query, Power Pivot, BI tools).

• Scheduling Management
• Tracking and forecasting workload trends
• Visualize future capacity needs
• Track employee performance
• Monitor queue at real-time level
• Create automated reports and dashboards using Power Query, Power Pivot, BI tools

Workforce Analyst at Celltek (2024-08 – 2025-09)

Scheduling Management, tracking and forecasting workload trends, tracking the performance of the employees, monitoring the work at real-time level, and making professional reports and dashboards using MS excel tool.

• Scheduling Management
• Tracking and forecasting workload trends
• Track employee performance
• Real-time monitoring
• Create professional reports and dashboards using MS Excel

Subject Matter Expert at Celltek (2024-03 – 2024-07)

Supervision, technical support, team leadership, performance tracking, training & development, and business analysis.

• Supervision
• Technical support
• Team leadership
• Performance tracking
• Training and development
• Business analysis

Call Center Agent at Celltek (2023-09 – 2024-02)

Helping customers, answering inquiries, resolving issues, reserving orders, and handling complaints.

• Customer support
• Answer inquiries
• Resolve issues
• Reserve orders
• Handle complaints

Bachelor of Science in Biochemistry – Ain Shams University (2019-09 – 2023-06)