Muhammed El-kharbotly
@muhammedel-kharbotly
Senior Real-Time Analyst and Operations leader specializing in WFM analytics and service-level optimization.
EgyptWhat I'm looking for
I’m a results-oriented BPO professional with over 8 years of experience evolving from frontline support to high-level Operations, Quality, and Workforce Management leadership. I specialize in managing real-time operations with industry-standard tools—Nice IEX, Calabrio, Teleopti, and Verint—to optimize Service Levels and resource utilization.
I’ve launched remote international sites and driven CSAT improvements by over 30%, while leading large-scale quality teams. In my current role, I oversee queue activity to ensure SLAs across multiple business lines, deliver daily and weekly reporting, and strengthen behavioral monitoring to maintain high productivity and utilization. I’m also currently pursuing a degree in Data Analysis to further enhance my analytical capabilities.
Experience
Work history, roles, and key accomplishments
Senior Real Time Analyst
Intelcia
Sep 2025 - Present (10 months)
Oversee real-time queue activity to ensure SLAs are met across multiple business lines. Produce daily/weekly operational reports and address schedule adherence issues to maintain productivity and utilization.
Manage intraday performance using workforce management tools to balance resources against incoming volume. Create reports on agent productivity and occupancy and collaborate with Operations to adjust breaks and lunches in real time to reduce coverage gaps.
Lead a team of agents to achieve operational KPIs including AHT, CSAT, and FCR. Implement action plans for bottom-quartile performers and run weekly coaching sessions.
Launch three remote quality sites in Asia for a major travel account and ensure operational readiness and quality alignment. Lead a team of 20 quality evaluators across Voice and Chat and oversee quality sessions, new hire certifications, DSAT & FCR validation, and short/long call analysis.
Improve account QA metrics from 75% to 92% and CSAT from 60% to 94% during the account launch phase. Collaborate with Operations on tenure-based seating plans and conduct side-by-side monitoring while developing an agent self-assessment framework.
Maintain 0% attrition during training waves through engagement and coaching. Ensure trainees reach operational targets within 1 month of login and sustain high E-Sat scores.
Provide Level 1 and Level 2 technical troubleshooting for international customers.
Manage complex B2B travel arrangements and serve as a subject matter expert for travel policies.
Back Office Agent
Talabat (DeliveryHero)
Jul 2018 - Dec 2018 (5 months)
Handle backend order processing and resolve escalated partner complaints.
Customer Service Representative
Vodafone Ireland
Nov 2017 - Jul 2018 (8 months)
Work as a Customer Service Representative for Vodafone Ireland.
Customer Service Representative
Souq.com (Amazon)
Jun 2017 - Nov 2017 (5 months)
Work as a Customer Service Representative for Souq.com (Amazon).
Education
Degrees, certifications, and relevant coursework
Arab Open University
Data Analysis (Open Education Program), Data Analysis
Currently pursuing a Data Analysis program to strengthen analytical skills for advanced Workforce Management and reporting roles.
Thanaweya Amma
Thanaweya Amma, High School
Activities and societies: Certifications: Yellow Belt Lean Six Sigma, COPC (Customer Operations Performance Center) Implementation Knowledge, and TOT (Training of Trainers).
Graduated from Thanaweya Amma (high school) in 2017.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
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