Ibrahim Elsebaei
Workforce Management Specialist / Contact Center Operations Expert
Dubai
Summary
I have over 11 years of experience in workforce management, contact center operations, and data analysis. Currently, I serve as a Workforce Assistant Manager at Emaar Properties in Dubai, where I oversee forecasting, scheduling, capacity planning, performance monitoring, and reporting to optimize operations. I have strong expertise in Excel, Power BI, Avaya, Nice, Aspect, and Salesforce, enabling data-driven decision-making. Throughout my career, I have worked closely with teams in Dubai and India, managing payroll budgeting, headcount tracking, and process improvements while also conducting WFM training sessions to enhance workforce efficiency and performance.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Workforce Assistant Manager
Emaar Properties
Dubai
11.2018 - Current
- Workforce Planning & Forecasting: Develop monthly, weekly, daily, and interval forecasts to optimize staffing levels and ensure service level targets are met.
- Scheduling & Capacity Management: Design weekly shift and break schedules based on forecast data while managing capacity planning to align with operational needs.
- Performance Monitoring: Track and analyze SLA performance, abandoned calls, and interval reports every 30 minutes to enhance efficiency.
- Reporting & Data Analysis: Generate daily, weekly, and monthly reports at both agent and account levels, covering attendance, adherence, handled volume, AHT, CSAT, occupancy, utilization, SLA performance, and more.
- Scorecards & Incentives: Prepare monthly performance scorecards to assess agent effectiveness and calculate incentives.
- Leave & Payroll Management: Maintain the Annual Leave Tracker and oversee payroll processing for outsourced employees.
- Access Management: Manage system access by granting permissions to new employees and revoking access for resigned staff.
- Budget & HC Tracking: Oversee the Contact Center Budget, maintain an HC Master Sheet to track active and inactive headcount, and manage FTEs and payroll budgeting.
- Reporting & Analytics Tools: Utilize Excel and Power BI to create comprehensive reports and dashboards for data-driven decision-making.
- Training & Development: Conduct WFM training sessions to enhance employee understanding of workforce management principles.
- Real-Time Performance Management: Monitor live operations and optimize resource allocation to maintain service levels.
- Data-Driven Improvements: Analyze workforce data to identify trends, improve efficiency, and reduce call abandonment rates.
- Cross-Skilling & Flexibility: Lead cross-skilling initiatives and establish backup workgroups to enhance operational flexibility.
- Collaboration & Workforce Coordination: Work closely with teams in Dubai and India to manage FTE requirements and payroll budgeting.
- Operational Supervision: Oversee day-to-day operations, ensuring performance, quality, and service expectations are consistently met.
Senior Workforce Analyst
Etisalat UAE (Raya Contact Center)
Dubai
06.2015 - 10.2018
- Design, update, and manage workforce reports, schedules, and manpower management tools to align with client requirements and international quality standards.
- Analyze call center trends, including call volumes, call patterns, staff productivity, and attrition, to optimize workforce efficiency.
- Utilize various reports, analytical techniques, and WFM tools such as CMS Avaya, Blue Pumpkin, and Hyperion for data mining and performance assessment to ensure operational targets are met.
Workforce Analyst
Etisalat UAE (Raya Contact Center)
Cairo
06.2014 - 05.2015
- Monitor, track, and maintain daily event logs related to business performance, providing recommendations as needed.
- Oversee real-time management to ensure operational efficiency.
- Analyze project performance reports to identify trends and areas for improvement.
Customer Service Representative
Raya Contact Center (Government Project)
Cairo
06.2012 - 05.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Laws - Law
Helwan University
Egypt 09.2008 - 05.2012
Skills
Technical Skills:
Workforce Management & Forecasting: Scheduling, capacity planning, real-time monitoring
Data Analysis & Reporting: SLA, AHT, CSAT, abandonment rate, agent performance tracking
Budgeting & Payroll: Payroll processing, HC tracking, cost management
Scorecards & Incentives: Performance evaluation, incentive calculations
Contact Center Operations: Performance monitoring, service level optimization
Software & Tools:
Microsoft Office Suite: Excel (Advanced), Word, PowerPoint
Business Intelligence & Reporting: Power BI
Workforce Management Systems: Avaya CMS, Nice, Aspect
CRM & Customer Engagement: Salesforce, Sprinklr
Soft Skills:
Leadership & Team Management
Communication & Stakeholder Engagement
Data-Driven Decision Making
Process Improvement & Efficiency Optimization
Training & Development
Certification
Six Sigma
Timeline
Workforce Assistant Manager
Emaar Properties
11.2018 - Current
Senior Workforce Analyst
Etisalat UAE (Raya Contact Center)
06.2015 - 10.2018
Workforce Analyst
Etisalat UAE (Raya Contact Center)
06.2014 - 05.2015
Customer Service Representative
Raya Contact Center (Government Project)
06.2012 - 05.2014
Bachelor of Laws - Law
Helwan University
09.2008 - 05.2012