[span]//[/span]Words About
Gaining is a process and a journey!
Experienced contact center manager
With experience gained over 16+ years
Some Interisting [span]Facts [/span] [br] About Me
Being Xennial gave me a huge advantage, I was born during the cusp years of Generation X and the Millennial Generation thus I am living the characteristics of both! an analog childhood and a digital young adulthood which engraved a lot in me..
NUMBERS
My Resume [span]//[/span]
A path full of Motivational & [span] Inspirational experience![/span]
My Awesome Story
COPC® Lean Six Sigma certified for Contact Centre by COPC® Yellow Belt.
Baseline enterprise standards certified auditor for workforce management.
As a workforce manager with over 13+ years of experience in gigantic multinational contact centers, I have faced many challenges and opportunities to improve the efficiency and effectiveness of the operations. One of the most valuable skills that I have acquired in my career is COPC® Lean Six Sigma certification for contact center by COPC® Yellow Belt.
In addition, I got a chance to be a certified AUDITOR for workforce management.
Fields of experience is including:-
• Scheduling management
• Real-time management
• Mission Control
• Forecasting – Short and long term
• Capacity Planning
• Training and Development
• Strategic human resource
• Reporting & analytics
• Employee and teams assessments
COPC® Lean Six Sigma is a methodology that combines the principles of operational excellence, customer satisfaction, and continuous improvement.
It helps contact centers to identify and eliminate waste, reduce variation, and increase quality and productivity.
COPC® Yellow Belt is a certification that validates the knowledge and skills of applying COPC® Lean Six Sigma tools and techniques in contact center environments.
I obtained my COPC® Lean Six Sigma certification for contact center by COPC® in 2018 and BEST WFM in 2015.
The certification has helped me to enhance my skills and knowledge as a workforce manager in various ways, such as:
• I have learned how to apply COPC® Lean Six Sigma tools and techniques to identify and solve problems, improve processes, and optimize resources in contact center operations.
• I have gained a deeper understanding of the customer needs and expectations, and how to align them with the business goals and objectives.
• I have developed a data-driven mindset and approach to measure and monitor the performance and quality of the contact center services.
• I have improved my communication and collaboration skills with other stakeholders, such as operation managers, IT, HR, training, and quality teams.
• I have increased my confidence and credibility as a workforce manager, and earned recognition and respect from my peers and managers.Some of the achievements that I have accomplished by applying my experience methodology in my work are:
• I have launched the first team of real-time management and trained the first scheduling team who is using the scheduling software Teleopti.
• I have managed the workforce planning and scheduling for up to 2000 employees (FTEs and PTEs), across different cultures, countries, and time zones.
• I have reduced the service level variation by 15%, increased the interval compliance by 10%, and decreased the average handle time (AHT) by 5%.
• I have controlled the cost through utilization management and AHT management to maximize margins, as well as built strong working relationships with operation managers and teams to increase the efficiency of customer projects.
• I have conducted baseline enterprise standards certified audits for workforce management, and provided recommendations for improvement.
[span]//[/span]How I Work
How i Work
My Working [span] Process[/span]
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My [span] Experience [/span] and Skills
I have been working in the market for 18 years, and I can say that it has been a rewarding and challenging journey. I learned how to communicate effectively, handle complaints, and deal with different types of people. As I gained more experience, I was promoted to a supervisor role, I learned how to motivate and coach others, plan and organize tasks, and solve problems creatively. I learned how to lead and inspire others, make strategic decisions, and adapt to changing market conditions. Working in the market for 18 years has been a great learning experience for me. I have grown as a professional and as a person. I am proud of what I have achieved so far, and I am eager to face new challenges and opportunities in the future.
POWER
[span]//[/span]attainments
Design
Branding
Ecommerce
Arabic
English
German
French
Khaled Saleh
Customer experience management expert with robust digital / ML / AI background.
“Wael is a talented caliber who is from day one proofed that he is hard worker, very good planner, initiator and executer. Once I open a discussion in any innovation topic, Wael is the 1st person comes to my mind..”
- April 9, 2014, khaled managed Wael directly.
Ahmed Elaydy
Project manager & Call center optimizer – Operation management , Workforce management . call center , customer experience & Performance improvement
“It was a pleasure to work together with Wael.
He created the fundamentals of Teleperformance Workforce, services delivery ( RTM , Scheduling & mission control) . Highly dedicated, a leader who understands the importance of building teams.
Wael is always open and honest in his communications. Loyal to the company and supportive for his teams.
Wael leads through his hands-on work.
Not afraid to help getting work done, when needed, but never losing strategical focus.
I loved our constructive discussions. He consistently demonstrated a strong work ethic, and a dedication to success.
In an intelligent and creative way he was able to build within a short time his team convenient maneuvering between stakeholder interests.
Susceptible to politics, but without compromise.
Reducing cost and at the same time delivering at a high quality.
I highly recommend him.”
- February 3, 2022, ahmed worked with Wael on the same team .