About me
Workforce Management (WFM) and Data Analyst with 14+ years of contact-centre experience in real-time monitoring, forecasting, capacity planning, scheduling and KPI reporting. I created UMA, the real-time workforce monitoring app for the e& contact centre. My automation tools are officially adopted by e&, and my reports go to senior managers and SVPs.
14+ years
In Workforce Management, real-time monitoring and KPI reporting.
10 min → 8 s
LOB analysis automation, officially adopted by e& UAE.
15+ lines of business
Receive my automated alerts. Real-time reporting cut from 4 min to 6 s.
Professional experience
Workforce Data Analyst · e& UAE · 06/2021 – Present
Built UMA, the contact centre's real-time workforce monitoring application. Automated LOB analysis from 10 minutes to 8 seconds (officially adopted by e&). Cut real-time reporting from 4 minutes to 6 seconds. Automated alerts to 15+ LOBs and built Power BI KPI dashboards for senior management.
MIS Analyst · e& UAE · 02/2019 – 06/2021
Reports, dashboards and custom reporting tools. Data warehouse optimization.
Data Analyst · Vodafone Egypt · 07/2015 – 02/2019
Customer analytics and statistical validation. Excel / VBA KPI dashboards.
Workforce Management Analyst · Raya CX · 03/2012 – 07/2015
Forecasting and scheduling optimization. ETL integration and schedule automation.
Projects
UMA: real-time workforce monitoring app
UMA: real-time workforce monitoring app
UMA: real-time workforce monitoring app
Featured · e& UAE · 2026. One live view of queues, service levels and staff status for the whole contact centre. Ingests Genesys, QPC and IDP data, sends one-click Outlook reports, and has an admin panel with encrypted settings. 29 versions shipped, protected by Playwright regression tests. Built with JavaScript, Node.js and Claude Code.
Executive bi-hourly report
UMA: real-time workforce monitoring app
UMA: real-time workforce monitoring app
A zero-touch Python bot queries the data warehouse every 2 hours and emails a KPI summary (Service Level, Abandon Rate, ASA) to leadership. Saved 300+ analyst hours a year. Python · Pandas · Jinja2 · SQL.
Real-time intraday dashboard
UMA: real-time workforce monitoring app
First Call Resolution tracker
A live Power BI DirectQuery dashboard showing Service Level, Abandon Rate and agent availability in 15-minute intervals, so managers act before the day is lost. Power BI · SQL views · DAX.
First Call Resolution tracker
First Call Resolution tracker
SQL logic that flags repeat calls from the same number within 72 hours and calculates true FCR by team and agent, without an expensive CRM. SQL window functions · Python.
IVR pulse and call driver detector
Aggregates IVR menu selections every 15 minutes, detects abnormal spikes and emails a flash alert so RTM can respond to outages within minutes. Python · SMTP · SQL.
QA sampling and work allocation engine
A nightly engine that selects an unbiased call sample and pushes call IDs straight to the QA team's work queue. +20% QA productivity. SQL · Python ETL · SharePoint.
