Hisham Al-Zyoud

Workforce Planning & Scheduling:

- Managed workforce planning by analyzing forecasted demand and ensuring optimal staffing levels.

- Developed and maintained efficient scheduling systems to meet operational needs.

- Adjusted workforce deployment strategies in response to real-time operational changes.

Performance Monitoring & Reporting:

- Monitored key performance indicators (KPIs) such as adherence, occupancy, and service level agreements (SLAs).

- Generated reports on workforce efficiency, and provided actionable insights to optimize performance.

- Utilized WFM software to track attendance, productivity, and shift adherence.

• Real-Time Management & Optimization:
  - Actively managed real-time adherence and intra-day scheduling adjustments to address call volume fluctuations.
  - Implemented solutions to mitigate service disruptions, ensuring seamless security operations.
• Collaboration & Stakeholder Communication:
  - Worked closely with operations managers and HR to ensure alignment between workforce needs and business objectives.

- Assisted in hiring and training initiatives by providing workforce data to support recruitment efforts.

• Process Improvements & Efficiency Enhancements:
  - Identified opportunities for automation and process optimization to enhance workforce efficiency.
  Introduced best practices in scheduling and forecasting to improve resource allocation.
  - Played a key role in implementing new WFM tools, ensuring smooth transition and adoption among teams.

Team Floor Support Agent

Responsibilities:

• Provided real-time support to customer service agents, assisting with complex technical inquiries and troubleshooting.
• Acted as the first escalation point for challenging customer issues, ensuring prompt and effective resolution.
• Monitored live interactions to maintain service quality and compliance with company policies.
• Conducted on-the-spot coaching and mentoring to improve agent performance and product knowledge.
• Collaborated with the quality assurance and training teams to identify knowledge gaps and implement targeted training sessions.
• Provided detailed reports on agent performance, common customer issues, and areas for improvement.
• Maintained a positive and motivating work environment, boosting team morale and engagement.
• Performed quality assurance checks on completed tasks before submitting them for approval.

• Managing customer service for the largest online stores, such as Noon Store and CheckPoint Store, involves dealing professionally with customers through emails and phone calls, coordinating between the sales and delivery phases, receiving orders, as well as providing after-sales service.
• Answering phone calls, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes to solve their problems as soon as possible.
• Build and manage relationships with existing clients.
• Delivering a high level of service for all customers and clients.
• Manage the ordering process from connecting with customers and confirming their orders until delivery.
• Provide help to customers and assist with general inquiries and feedback.
• Ability to correspond proficiently in a formal and professional manner with customers.
• Deliver excellent customer service when handling communication (in person, telephone, email).