Islam Saber

Managing short- and long-term forecasting, capacity planning, and agent scheduling based on historical data and workload trends, ensuring optimal coverage and alignment with business objectives. Tracking and analyzing workforce management metrics such as shrinkage, adherence, and agent productivity, providing actionable insights to enhance performance and resource utilization. Leading and mentoring the workforce planning team, offering guidance on forecasting, scheduling, and real-time adjustments to ensure operational efficiency. Collaborating with Operations, HR, and other departments to align workforce plans with hiring and training schedules, ensuring seamless communication and execution. Ensuring compliance with labor laws and company policies in workforce planning, and continuously reviewing schedules to meet regulatory standards. Developing contingency plans to manage unexpected events like system outages or staffing shortages, ensuring smooth business operations. Driving innovation by introducing new tools and techniques to improve the accuracy of forecasts, scheduling, and real-time management. Providing regular reporting on staffing metrics and trends to senior management, offering recommendations for future resource planning and cost efficiency.

As the workforce planning specialist for RCX, my responsibilities include: 1. Overseeing the application of workforce planning policies, procedures, and operating structure. 2. Managing the flow of information within the workforce planning department. 3. Administering the monitoring of call volumes to ensure efficiency and quality. 4. Analyzing and reporting on call center trends to predict staffing needs in the short-term and long-term. 5. Planning, directing, supervising, and evaluating work flow within the department. 6. Resolving any systems problems that may impact departmental standards. 7. Forecasting scheduling, headcount, and hiring needs. Specifically for the enterprise analytics support team, my role involves: 1. Supervising, directing, and assigning daily workflows. 2. Leading team performance to ensure that departmental standards are met or exceeded. 3. Monitoring performance and providing appropriate training, mentoring, and coaching to team members. 4. Providing regular feedback on performance and behavior through daily interactions and monthly 1-on-1 meetings. 5. Collaborating with HR and the manager in administering development plans, disciplinary actions, and performance reviews. 6. Offering operational and technical subject matter expertise in project meetings and departmental functions. 7. Handling escalated requests and addressing relationship issues. 8. Identifying problems, trends, and needs, and researching and resolving basic issues while recommending process improvements. 9. Assisting the manager during the hiring and termination processes as needed. 10. Actively participating in and hosting team meetings. 11. Acting as a lead for assigned projects. These responsibilities encompass my role as the manager of workforce planning and my specific duties related to overseeing the enterprise analytics support team.