Islam Youssef
Dubai
Summary
Accomplished Senior Data & Business Analyst and Workforce Planning & MIS Analytics Lead with a decade of experience spanning multinational telecommunications and real estate sectors. Adept at data analytics, customer support, administration, and performance management. Expertise in utilizing MS Office365, Excel (including VBA), SQL, BI tools, Python, Power BI, Tableau, SharePoint, and Salesforce to craft dynamic analytical reports and dashboards that empower data-driven business decisions. Renowned for meticulous attention to detail, the ability to interpret complex data sets, and a proactive approach to solving challenges. Experienced in managing diverse projects and fostering collaboration across cross-functional teams to deliver impactful, timely results. A highly driven professional with a proven history of surpassing expectations and propelling business growth through strategic, data-focused insights.
Personable and analytically-minded professional with knack for strategic thinking and data analysis. Possesses solid understanding of workforce planning principles, proficient in data collection and trend analysis. Capable of driving effective workforce strategies and optimizing resource allocation for enhanced operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Workforce Planning & MIS Lead
Damac Properties
02.2023 - Current
- Spearheaded workforce planning, budgeting, and forecasting initiatives to ensure optimal staffing levels aligned with organizational objectives
- Designed and executed process enhancements to streamline HR and CRM operations, improving efficiency and effectiveness
- Developed and monitored key performance metrics, fostering increased employee productivity through robust appraisal systems
- Maintained accurate, up-to-date employee records by effectively managing HRIS, ensuring data integrity and accessibility
- Conducted comprehensive data analysis and reporting to support strategic decision-making and ensure regulatory compliance
- Ensured strict adherence to labor laws and internal company policies, promoting a compliant and ethical workplace environment
- Established a comprehensive workforce management system, leading to a14% reduction in abandoned tasks and a measurable improvement in SLA performance
Senior Business Analyst
Vodafone Egypt
01.2022 - 02.2023
- Developed, monitored, and analyzed Key Performance Indicators (KPIs) for Customer Care, including Credit and Risk functions, to ensure operational excellence
- Provided actionable insights and prompt feedback on risk and exposure issues, including hotline performance analysis and bad debt distribution
- Prepared statistical and operational models to inform strategic decision-making and enhance organizational performance
- Maintained and enhanced the MIS online and E-analysis reporting systems, ensuring continuous data updates and accuracy
- Conducted competitive benchmarking and KPI analysis to support operational teams and improve performance metrics
- Built headcount forecasts and executed strategic workforce planning to align staffing with business needs
- Achievement: Designed and implemented a new process for the 'Park the Line' service, resulting in the successful collection of10 million Egyptian pounds in revenue
Workforce Scheduling & Reporting Analyst
Vodafone UK
02.2020 - 01.2023
- Designed and managed workforce schedules to ensure adequate staffing across sales stores and telesales operations, optimizing resource allocation for peak business hours and high-demand periods
- Collected and analyzed historical sales data to align scheduling with forecasted customer traffic and call volumes, ensuring seamless operations
- Maintained real-time reporting systems to monitor and identify scheduling discrepancies, enabling timely adjustments and minimizing operational inefficiencies
- Collaborated with sales teams to plan and assign shifts, taking into account employee skills, sales targets, and compliance with labor laws
- Analyzed staffing data to optimize workforce allocation, reduce overtime costs, and enhance sales team productivity
- Developed and implemented a SharePoint solution that streamlined processes, reducing the average handling time for sales calls by300 seconds
Workforce Leave & Intraday Analyst
Vodafone Egypt
03.2017 - 02.2020
- Oversaw scheduling plans and managed intraday operations to consistently meet operational KPIs and service levels (SL), driving improvements in overall customer experience
- Collaborated with commercial, project, and technology teams to design and implement new segmentation and routing rules, enhancing service efficiency and customer satisfaction
- Established and monitored off-premises service levels and KPIs, standardized vendor-paid calls, and achieved significant cost efficiencies
- Managed leave programs by updating and improving systems, ensuring the accurate collection and recording of leave forms, and maintaining clear communication with HR and customer service management for seamless alignment
- Analyzed planned and unplanned leave patterns, generating detailed reports and actionable insights for the HR department to support strategic workforce planning
- Designed and implemented a Ramadan seasonality plan to optimize 6-hour shifts, ensuring full coverage, increasing SLA, and reducing abandoned calls by 18%.
Data & Business Solutions Specialist
Vodafone Egypt
01.2016 - 02.2017
Complaint Handling Specialist
Orange Egypt
12.2014 - 01.2016
Customer Service Specialist
Orange Egypt
04.2014 - 12.2014
Education
MBA - International Management
12.2024
Bachelor of Commerce - Accounting & Business Administration
01.2014
Skills
- Data Analysis
- Workforce Planning
- Scheduling and Reporting
- Performance Management
- KPI Development
- MIS Reporting
- HRIS Management
- Budgeting and Forecasting
- Risk and Exposure Analysis
- Process Improvement
- Strategic Decision-Making
- Customer Experience Enhancement
- KPI Dashboard
- Business Analytics
- SQL expertise
- Microsoft Excel
- Data validation
- Power BI experience
- Business intelligence Analytics
References
References are Available upon request.
Certification
- Certified Lean Six Sigma Green Belt. April2024 – CPD United Kingdom.
- Certified Lean Six Sigma Black Belt. April2024 – CPD United Kingdom.
- Data Analytics with Python. Dec-2022 – Vodafone Egypt.
- Data Analytics Advanced. June-2020 – Vodafone Egypt.
- Data Analytics with SQL Advanced. May-2018 – Vodafone Egypt.
Languages
Arabic (Mother Tongue)
English (Fluent)
Timeline
Workforce Planning & MIS Lead - Damac Properties
02.2023 - Current
Senior Business Analyst - Vodafone Egypt
01.2022 - 02.2023
Workforce Scheduling & Reporting Analyst - Vodafone UK
02.2020 - 01.2023
Workforce Leave & Intraday Analyst - Vodafone Egypt
03.2017 - 02.2020
Data & Business Solutions Specialist - Vodafone Egypt
01.2016 - 02.2017
Complaint Handling Specialist - Orange Egypt
12.2014 - 01.2016
Customer Service Specialist - Orange Egypt
04.2014 - 12.2014
ESLSCA University - MBA, International Management
Cairo University - Bachelor of Commerce, Accounting & Business Administration
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