Muhammad Saad

Background

About Muhammad Saad

utilize their outstanding analytical and business skills to assess staffing levels, predict future staffing needs, and stimulate improved staff morale and engagement to optimize customer service and propel corporate growth. using skills and knowledge that significantly impact the organization that I have worked for. Specialties: Over 8 years of experience in lead roles within complex operations, supervising diverse teams and managing challenging assignments within the organization. • Forecasting: Historical data archiving, Identification of outliers, using forecasting techniques like moving average methods, regression modeling etc. • Capacity Planning: Planning for resource capacity according to skills and queues, calculation of workload and resource optimization • Scheduling of Team/resource: Designing of equal, unbiased and balanced block based scheduling pattern, rosters, and assign scheduling rules of resources are allocated a specified number of events over a period of time • Headcount Management: Maintenance of complete headcount of permanent & contractual staff, issuance of deficit report, and providing procedures for attrition control (reduced overall attrition to 5%) • Management of Information System (MIS) • Inter / Intra-day scheduling optimization • Contingency planning (for known and unknown events) includes resource planning, shift timings optimization, transportation availability and backup planning • Reporting and Analysis • Call Center Budgeting (CAPEX / OPEX ), Cost to Serve Model Maintenance • Permanent Staff Monthly KPI’s and EDA’s • Reporting Tools Performance Monitoring and Call Center solution Vendor Meetings for new developments • Payroll and benefits, Agents Salary, Incentive and EDA Processing of Contractual Staff • Need based analysis as per requirement of Management • KPI calibration with departmental goals and target on regular intervals