Wael Yousef

Help companies develop ongoing improvement in:-

• Business Intelligence including AI bots to handle your contact center.
  Reports, and analytics.
• Forecasting, capacity planning, scheduling, and real-time management.
  Workforce management auditing.
• ACD system integration and implementation.
  Scheduling system integration and implementation.
• Process flows, auditing, and modifying.
  Team assessments, at all levels.
• Six Sigma methodology.
• Scum master project management

• Responsible for implementing Genesys Cloud omnichannel system and Cognigy AI bot
• Managing the contact centre technical platform (AWS connect, Genesys)
• Assuring the interface with integrators defining business requirements, monitoring implementation
• 2nd level support for technical issues, escalation to 3rd level support assured by integrators and vendors
• Administrating AWS connect and set up of routing, load balancing, setup agent skills and reporting
• Managing international number structure and relationship with the carrier
• Managing digital channels and NLU based voice / chatbot in Cognigy.

• Responsible for providing a high-quality resource planning model for the European Customer Service Team
• Creation of a weekly capacity plan for our customer service teams, Europe
• Continuous maintenance of personnel data and changes (entries/leavers/transfers) to ensure system updates in Verint and CC Pulse
• Accurate forecast of contact volume (calls, emails) on a weekly/daily/Hourly level
• Creation of detailed duty rosters for the customer service agents
• Status Analysis of deviations from planning in order to bring about continuous improvement.

• Help companies develop ongoing processes in business Intelligence, reports, Analytics, forecasting, capacity planning, scheduling and real time management based on best practice workforce management presented in 80 countries and 170 markets which already used to manage gigantic international clients, besides creating any necessary needed tools or even suggesting different WFM software.

• Leading a team of local WFM supervisors and analysts in providing scheduling, real-time management, reporting and mission control, covering 1000+ FTEs within and outside Germany
• Successfully trained and certified the workforce team applying the best practice workforce management principles which helped in their other responsibilities: development
• Coordinate and control operational short, mid, and long-term workforce forecasting and planning
• Scheduling, Intraday management of multi accounts/sites reaching a better adherence of the resources
• Focal contact of delivering requirements and payroll information to HR and Finance for recruitment planning and budget planning
• Deliver FTE calculations for new business and new products
• Ensure adequate reporting, and analytics locally and globally to guarantee data-driven decision-making
• Standardize and automate reports ensuring continual improvement of KPIs
• Contact with clients and other sites regarding day-to-day control and incident management
• Creating and developing workforce management tools: Quantitative Metric Adherence for interval basis KPIs achievement and gross margin, real-time interval actions for the current day to achieve the different KPIs and Gross Margin plus automating the Intraday management
• Creating, developing capacity planning and sizing tools considering the complexity of multilanguage campaigns
• Accounts I managed: Hotel reservation, banking, mobile and high-tech, fueling and car manufacturing
• Channels: Inbound, Outbound, Chat, E-mail, Back-office.

• Successfully launched and managed teams for Real-time management, forecasting, scheduling, reporting, analytics and mission control covering 2000+ FTEs within and outside Egypt
• Responsible for continuous improvement and audits for Workforce management
• Administrator of Teleopti/Calabrio scheduling system
• First point of contact for any setup for new campaigns, training, escalations, outages, system issues or any other production impacting situations
• Other responsibilities: New team members assessment and training besides Excel training for WFM and management teams
• Coordinate and collaborate with operations and other departments
• Process implementation, auditing and recruiting plans
• Capacity planning, profit and Loss management, and crisis management
• Client and employee satisfaction
• Accounts I managed: Hotels and flights reservations, mobile and high-tech, banking and money transfer and calling services
• Channels: Inbound, Outbound, Chat, E-mail, Back-office.

• Responsible for giving response to the inquiries of the customers, inbound and outbound
• Using Microsoft Access, created a database program to monitor the calls and to assist the quality assurance team.

• Auditing the cost control team regarding computed profits or losses on food and beverage items
• Fixed assets auditing to ensure the integrity and compliance of the financial statements based on generally accepted accounting principles
• Developed and created a database program to easily give flexibility in managing assets.

• Responsible for calculating costs of food and beverage items, also responsible for the short and long-term planning of the F&B controlling and pricing aspects
• Recording information and produce control reports periodically to help maintain a suitable inventory of food and beverage items, change the price of menus' items based on the costing information collected and actively take part in engineering the menu in terms of the pricing.