Ali Mohammad Ali
Workforce Manager
Gothenburg
Overview
3
3
years of professional experience
Work History
Workforce Manager
Teleperformance
chania
01.2021 - Current
- Nordics - WFM (WorkForce Management)
- Communicate to stakeholders on performance and challenges i.e
- Providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues
- Analyze the impact of volume, AHT and shrinkage on staffing requirement
- Maintain operational forecast variance to plan
- Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
- Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers
- Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes,
- AHT and volume drivers
- Establish a professional and collaborative working relationship with the client
- Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
- Working within multidisciplinary and client teams to execute project deliverables
- Communicate and celebrate success and achievements
- Skills
- Wont let my free time affect my work
- Very e cient when it comes to coping with obstacles
- Listen and take constructive critique and do my best to learn by it and not to make the same mistake again
- Learning really fast
- A good leader and good with other colleagues
- Very social competent
- E cient
- Very Business and service oriented
- Awards
- Three months of CPR training
- Passed the Red Cross
- CPR test
- Undergoing a 4 month business & data analytics course
- Soft Skills
- Excel
- Powerpoint
- Teleopti
- Sprinklr
- Hybris
- Calabrio WFM
- Avaya
- Avaya CMS:
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Liaised between multiple business divisions to improve communications.
- Devised hiring and recruitment policies for [Number]-employee company.
- Managed remote teams with P&L accountability of up to $[Number] in annual revenue.
- Improved revenue growth for [Number] client divisions by fostering strategic partnerships, effective employee engagement and KPI management.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Worked as effective team member while contributing to local and regional HR projects.
- Discovered and resolved complex employee issues that affected management and business decisions.
Workforce Real Time Analyst
Teleperformance
chania
01.2022 - Current
- Personal responsibility
- Adjusting work hours
- Project data analytics
- Making sure the project reaches the goals that are set by the client
- Planning
- Working according to daily forecasts
- Volvo, Torslanda –Analytics, team spirit
- Augusti
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
- Produced reports to support smooth [Type] operations and internal career progression.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked flexible hours across night, weekend and holiday shifts.
Sales Agent Representative
teleperformance
chania
09.2021 - 01.2022
- E-promoter (Sales agent)
- Product expert
- Logistics expert
- Technical support
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Developed and delivered engaging sales presentations to convey product benefits.
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
- Executed direct sales from manufacturers to customers to improve profitability within retail environment.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
Youth Leader
02.2017
- Supervising people with di erent disabilities
- Painter
- Ferie worker
- Arranging events
- Leisure leader
- Pedagogical support to children and youths
Ferie Worker, youth leader, Team Leader
kvadrat
01.2020 - 01.2021
- Roof analytics
- Airbag analytics
- Door analytics
- Engine analytics
- E ciency planning
- Team coach and spirit handler
- Teleperformance, Chania, service agent, Sales agent (E-promoter)
Education
Hvitfeldtska gymnasiet, Gothenburg
08.2018 - 01.2021
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01.2022 - 1 1
Timeline
Workforce Real Time Analyst
Teleperformance
01.2022 - Current
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01.2022 - 1 1
Sales Agent Representative
teleperformance
09.2021 - 01.2022
Workforce Manager
Teleperformance
01.2021 - Current
Ferie Worker, youth leader, Team Leader
kvadrat
01.2020 - 01.2021
Hvitfeldtska gymnasiet, Gothenburg
08.2018 - 01.2021
Youth Leader
02.2017