Hashim Omar

Optimizing staffing levels, schedules, and workload across departments to achieve maximum performance and efficiency, Use analytical skills to forecast staffing requirements and anticipate workload trends, and create tailored solutions that align with organizational goals and objectives , work collaboratively with team members to develop and implement comprehensive workforce management strategies. Support the Customer Care Centre to provide high quality service by ensuring high quality scheduling, rostering, reporting and modelling of current and future forecasts, ensuring the most effective use of its workforce against key performance metrics

Calculate the right sizing per function.
• Define the most accurate forecast for different functions.
• Sending the daily reports ,Achievements and targets.
• To work with operations team to implement work schedule.
• Providing timely and accurate Management Information to support the Call Center Management team in driving efficiencies at team and individual agent level.
• To perform basic functions like running reports, exporting data, changing agent skills, and activating
agent traces.
• To keep track on the changes to forecast and shift swapping.
• Responsible for maintaining accurate employee information in WFM and other databases.
• Tracking, monitoring, and reporting trends in project metrics.

Dealing with Customer's, Merchant's and Representative's Claims and Complaints and Overall Quality of the Services, performance/ process check for all operations departments, data analysis and Analytics reports , scheduling and forecasting, Training / retraining customer service agents, implementing quality polices .