Alexandria, Egypt · Remote for Barcelona Site

Marwan Shaaban

Global Real-Time Analyst (RTA) @ Teleperformance

WFM Specialist · Project Manager (ESLSCA) · Lean Six Sigma

Eliminating operational blind spots, stabilizing SLAs and maximizing team efficiency through advanced workforce management, analytics and automated reporting.

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Marwan Shaaban
+650
Agents Managed
22
LOBs Covered
2
Management Units
< 1 Min
Report Automation
100K+
Data Rows Handled

About Me

Global Real-Time Analyst at Teleperformance (supporting a premier global travel booking platform across the Barcelona, Spain site), specializing in intraday management, operational stability, and SLA optimization across multi-region environments. I transform complex live data into actionable decisions that maintain service level integrity and operational efficiency.

My rapid trajectory—advancing from Customer Service Representative to Subject Matter Expert, and into Global Real-Time Analytics—reflects a strong drive for continuous improvement, structured decision-making, and high-performance execution under pressure.

Strategic Competency Pillars

WFM & Real-Time Strategy: NICE IEX, Ignite, shrinkage control & capacity optimization.
Process Governance: ESLSCA Project Management Diploma & Lean Six Sigma White Belt.
Digital & AI Integration: TP.ai FAB certified, prompt engineering & workflow automation.
Analytical Foundation: McKinsey Forward Program & Alexandria University Faculty of Law.

Experience & Education

Work History

  1. Feb 2026 – Present · Remote

    Global Real-Time Analyst

    Majorel / Teleperformance (Barcelona Site)

    Real-time performance owner supporting a global travel booking program across the Barcelona site, focusing on live monitoring, SLA protection, and operational awareness across multiple regions.

  2. Sep 2025 – Feb 2026

    Subject Matter Expert (SME)

    Teleperformance

    Identified performance bottlenecks and provided targeted coaching, leading to measurable improvements in team KPIs and CSAT scores.

  3. Jan 2025 – Sep 2025

    Customer Service Representative

    Teleperformance

    Supported Gulf-region customers via live chat and phone. Won the "Top Achievers AHT" award (May 2025).

Education

  1. Completed Aug 2026

    Professional Diploma in Project Management

    ESLSCA University (90 Contact Hours · ID: 21468510)

    Project initiation, scope definition, schedule control, risk mitigation, and PMI-aligned project governance applied to WFM workflows.

  2. Oct 2024 – Jun 2028

    Bachelor of Laws (LL.B)

    Alexandria University (Second Year)

    Building legal research, critical thinking, structured analysis, and complex problem-solving foundations.

Featured Projects

Live Intraday Attendance & Conformance Tracker: executive dashboard
Project 01 Click to explore the case study →

Live Intraday Attendance & Conformance Tracker (NICE IEX + Excel)

Advanced Excel XLOOKUP UNIQUE / FILTER Arrays NICE IEX Conformance Zero VBA

The Challenge

Restricted tool access made it impossible to track live attendance, absence minutes, or non-productive intervals across 650+ agents and 22 LOBs.

The Solution

Engineered an automated workbook combining shift schedules with NICE IEX interval exports. Built dynamic roster filters, exact first-login / last-logout array logic, and status engines.

Business Impact

Eliminated manual reporting delays, reduced reporting time to < 1 minute, and provided interval-level visibility across 2 Management Units.

Download Excel Workbook (.xlsx) Download Presentation (.pdf)

100% Native Formulas · No Macros · Fully Scalable

Back-Office Attendance & Live AUX Extraction Engine: executive dashboard
Project 02 Click to explore the case study →

Back-Office Attendance & Live AUX Extraction Engine (Web Tool + Excel)

Advanced ExcelTEXTBEFORE / TEXTAFTERUNICHAR(160) ParsingDynamic Snapshot ArchiveZero VBA

The Challenge

The back-office operation ran on a single web tool with zero reporting or history, yet the client mandated attendance and state reports 3 times daily (10:30, 13:30, 18:30 CET), requiring painful manual Ctrl+F lookups.

The Solution

Engineered a pure-formula text-parsing engine that consumes raw web page text dumps, decodes a repeating 6-row block per agent using UNICHAR(160) delimiters, maps shifts and productivity codes, and generates client-ready reports in seconds.

Business Impact

Eliminated 45+ minutes of daily manual lookups, cut reporting delivery to < 1 minute, established a 90-column historical audit trail, and scales to 1,500+ agents.

Download Excel Workbook (.xlsx) Download Presentation (.pdf)

100% Native Formulas · No Macros · Fully Scalable

Multi-Channel Queue Performance WFM Dashboard: weekly summary and 19-LOB league table
Project 03 Click to explore the case study →

Multi-Channel Queue Performance WFM Dashboard (Excel · 19 LOBs)

Advanced Excel XLOOKUP / SUMIFS / COUNTIFS Automated RCA Phone + Picklist · ABU Tracking Zero VBA

The Challenge

Managing 19 LOBs across two channels (Phone and Picklist) with agents moving between them intra-day, and no single view that compared required, scheduled and actual FTE at half-hour level.

The Solution

Built a 12-tab, 100% native-formula workbook: required FTE, conformance and setup data feed seven daily interval engines and a weekly plan, rolling up into one dashboard with a KPI ribbon, LOB league table and automated root-cause analysis.

Business Impact

Week 40 became fully visible: 83.3% staffing coverage, 94.4% adherence, 2,705 missed intervals, each one tagged with its root cause (65% understaffing), with no macros and no IT dependency.

Download Excel Tool (.xlsx) Download Presentation (.pdf)

100% Native Formulas · No Macros · 32 half-hour intervals per LOB

Certifications & Badges

19 verified professional credentials spanning WFM, Project Management, Excel Analytics, and AI Operations.

BEST WFM Gold
Teleperformance · Feb 2026

BEST WFM – Knowledge Master (Gold)

Forecasting, capacity planning, scheduling efficiency, coverage logic, and GM business drivers. (ID: 0000389149)

View Certificate Verified ID
Jump WFM
Teleperformance · Sep 2026

Global L&D Certification of Jump WFM

Workforce management fundamentals, business acumen, operational data analysis, & shrinkage. (ID: 0000224276)

View Badge Verified ID
WFM Foundations
Teleperformance · Sep 2026

Global L&D WFM Foundations

Core WFM principles, real-time analytics, shrinkage management & Lean Six Sigma. (ID: 0000020979)

View Certificate Verified ID
Lean Six Sigma
Teleperformance · Sep 2026

Lean Six Sigma White Belt

Process optimization, queue management, waste reduction & DMAIC. (ID: 0000205116)

View Certificate Verified ID
Top Achiever AHT
Teleperformance · May 2025

Top Achievers "AHT" Award

Awarded for exceptional speed, operational efficiency, and high CSAT in handling customer support.

View Award Recognition
ESLSCA PM Diploma
ESLSCA University · Aug 2026

Project Management Diploma

90 Contact Hours. Execution tracking, scope control, risk assessment & PMI governance. (ID: 1902758e...)

Verify Credential PMI Aligned
IBM PM
IBM · Mar 2026

Project Management Fundamentals

Project lifecycle methodologies from initiation and planning through execution and closure.

Verify Badge Credly Badge
McKinsey Forward
McKinsey & Company · Jul 2025

McKinsey Forward Program

Structured problem-solving, effective communication, adaptability & digital skills.

Verify Credential Leadership
DataCamp Excel Track
DataCamp · Feb 2026

Excel Fundamentals Track

5-course specialization covering data preparation, PivotTables, forecasting, and lookups.

Verify Certificate Specialization
Customer Churn Excel
DataCamp · Feb 2026

Analyzing Customer Churn in Excel

Investigating churn drivers, calculated fields, PivotTables, and executive KPI dashboarding.

Verify Certificate Case Study
Data Visualization Excel
DataCamp · Feb 2026

Data Visualization in Excel

Advanced operational charts, best practices for data storytelling, and executive dashboard design.

Verify Certificate Analytics
Data Analysis Excel
DataCamp · Feb 2026

Data Analysis in Excel

PivotTables, advanced logical functions, What-If Analysis, and time-series forecasting.

Verify Certificate Modeling
Data Prep Excel
DataCamp · Feb 2026

Data Preparation in Excel

Data cleaning, text/date parsing functions, nested logical formulas, and dynamic lookups.

Verify Certificate Data Prep
Edraak Advanced Excel
Edraak (إدراك) · Feb 2026

Advanced Skills in Microsoft Excel

Advanced modeling for workforce management, automated reporting, and operational analysis.

View Certificate Verified
TP.ai FAB
Teleperformance · Sep 2026

TP.ai FAB Certification

Enterprise AI integration, TP.ai Assist, prompt engineering, and operational workflow optimization. (ID: 0000455413)

View Certificate AI Ops
Understanding ChatGPT
DataCamp · Feb 2026

Understanding ChatGPT & AI for Work

Prompt engineering best practices, LLM capabilities, and business productivity use cases.

Verify Certificate Generative AI
HP LIFE CRM
HP LIFE & Edraak · Jun 2025

CRM & Entrepreneurship Bundle

Customer Relationship Management (CRM), Social Media Marketing, and Entrepreneurship fundamentals.

Verified Credentials Business
EF SET
EF Standard English Test

EF SET Certificate – English Level B2

Certified upper-intermediate professional working proficiency in English.

Language Proficiency B2 Level

LinkedIn Recommendations

What colleagues and supervisors say about working with me.

“Marwan is one of the most proactive and innovative people I work with. His ability to think out of the box helps us navigate complex situations efficiently. He’s not only smart but also a dedicated team worker who consistently contributes to the success of his peers.”
Hassan Ahmed Hassan Mahmoud
Workforce Analyst | Data Analyst | Reporting & Scheduling | Power BI, Excel
“Marwan is highly recommended for his exceptional teamwork, dedication, and problem-solving skills.”
Ahmed Mostafa
CX Trainer & People Development Specialist
“I had the pleasure of working with Marwan while he was an agent on my team, where I directly supervised his performance and development... he consistently showed strong commitment, discipline, and a clear willingness to learn and improve.”
Sayed Ibrahim
BPO Operations Supervisor @ Teleperformance