Freelancer profile translated to English.
Back to original languageAbout Oussama
WFM Consultant and Manager with over 10 years of experience in workforce management within international call centers, I specialize in resource optimization and operational performance improvement. I possess in-depth expertise in data analysis, strategic planning, and multicultural team management.
My achievements include reducing cost per call and increasing customer satisfaction through strategies based on solid data. I am also a certified Lean Six Sigma Yellow Belt, enabling me to apply effective methodologies for process streamlining.
I offer services such as:
Workforce needs analysis and forecasting
Scheduling optimization and performance management
WFM team training and development
WFM tools implementation and data management
My approach is results-oriented, and I am passionate about continuous improvement. I am ready to take on new challenges and help companies achieve operational excellence. Feel free to contact me to discuss your workforce management needs.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Greek
Basic
Remote only
Primarily works remotely
Experience
- WEBHELPWorkforce Management Coordinator & ManagerMay 2022 - Today (4 years and 1 month)Athens, AT, GreeceAs WFM Manager in international call centers, I drive the planning strategy and resource optimization to ensure contractual objectives (SLAs) are met while controlling operational costs.Management & Coordination:- Direct supervision of a team of 9 WFM managers and Real-Time Analysts.- Leading weekly and daily steering committees with management and forecasting/scheduling analysts (analysis of past performance, projections, and identification of staffing risks).- Key interface and strategic communication with Account Directors (Client Delivery Managers) and external partners to adjust resources according to business objectives.Operational Optimization & Profitability:- Driving workforce sizing (FTE) and staffing costs to reduce cost per call, optimize agent occupancy rate (utilization), and maximize calls handled per hour.- Intraday (real-time) management and adjustment of multi-site / multi-channel schedules to cope with unforeseen flow variations.- Monitoring schedule adherence (Adherence Alerts) and analyzing agent activity states on ACD tools.Analysis & Continuous Improvement:- Design and deployment of custom analytical reporting and Root Cause Analysis adapted to different decision-making levels (from supervisor to executive committee).- Active involvement in the continuous improvement of operational processes and the development of new Key Performance Indicators (KPIs).Tools mastered and used daily:- WFM / ACD Software: Teleopti, Genesys- Data / BI: Advanced Excel, Power BI, Tableau
- TeleperformanceWorkforce Management Trainer (International WFM Trainer)September 2020 - April 2022 (1 year and 7 months)GreeceWithin the Global WFM department, I was responsible for upskilling, training, and aligning workforce management teams internationally. My role consisted of transforming complex processes into high-performing learning programs.Training & Instructional Design:- Design and creation of all training materials (procedure guides, onboarding modules, training support) for the global WFM department.- Facilitation and deployment of training sessions (theoretical and practical) for new employees and existing teams.- Monitoring and adoption of new operational workflows to quickly translate them into applicable training modules.Performance Monitoring & Strategic Consulting:- Coaching and consulting for WFM Managers, Business Partners, and Supervisors to identify coaching needs and design tailored training plans.- Analytical monitoring and reporting of the progress of WFM employees engaged in various training programs.Key Topics Taught:- Forecasting and flow modeling, scheduling, intraday/real-time management, contact center KPI optimization, and advanced use of WFM tools (such as Teleopti, IEX).
- TeleperformanceWorkforce Management AnalystMarch 2018 - September 2020 (2 years and 6 months)GreeceResponsible for the daily, weekly, and monthly administration of the Workforce Management (WFM) system to ensure optimal team sizing for inbound and outbound call flows.📊 **Forecasting & Data Analysis**:- Short-term and long-term modeling and forecasting of call volumes and staffing needs.- In-depth analysis of trends, historical data, and call flow patterns to anticipate activity peaks.- Maintenance and updating of databases and influencing variables to continuously refine forecast accuracy.📈 **Performance Management & Reporting**:- Production of regular reports comparing forecasts to actuals (Forecast vs Actual) by site and skill group.- Identification of performance gaps and recommendation of adjustments to maximize operational efficiency and departmental productivity.🛠️ **Tools and methods used**:Erlang C, Teleopti, IEX, UKG, Verint...Advanced Excel
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Education
- Advanced Technician in Mutlimedia's Art, Advanced Technician in Mutlimedia's ArtInstitut Supérieur des Arts Multimédia de la Manouba(ISAMM)2004Advanced Technician in Mutlimedia's Art, Advanced Technician in Mutlimedia's Art
Certifications
- COPC Lean Six Sigma Yellow BeltCOPC Inc2020