6+
Years in the Trenches
5
Companies
3+
Sectors
5
Certifications
Professional Summary
I'm a builder. I don't just manage operations — I design the systems that make them work. Then I document why they almost didn't.
I've spent 6+ years in Saudi operations — banking, contact centers, retail, government — standardizing processes that people were doing 4 different ways, building reporting that actually gets used, and occasionally convincing teams that yes, the data matters. I genuinely enjoy this stuff. Which either makes me good at it or slightly unusual. Probably both.
Career Timeline
Workforce Management & Operational Excellence Manager
Scope: Call Center, Back Office, Credit, Sales, Support Functions
- Running the full WFM show — forecasting, capacity planning, scheduling, and real-time ops across multiple business units
- Built forecasting models that actually account for seasonality and business drivers (not just copy-pasting last year's numbers)
- Set up real-time management frameworks so when SLAs dip, we have a plan — not a panic
- Leading workforce budgeting: FTE planning, cost forecasting, scenario analysis — the stuff that keeps finance happy
Workforce Management Unit Head
Scope: Large-scale contact center operations
- Ran end-to-end WFM for large contact center operations — multiple clients, multiple headaches, all handled
- Led forecasting, capacity planning, scheduling, and real-time management — the full package
- Built scenario-based workforce models so we could answer 'what if volume spikes 30%?' without guessing
- Standardized WFM processes and governance frameworks — so everyone was finally doing things the same way
Workforce Management Specialist (Reporting & Analytics)
Scope: Reporting, Analytics & MIS
- Built interactive dashboards and MIS reports that people actually opened (not just sent to management)
- Dug into operational data to spot trends in service levels, adherence, and productivity before they became problems
- Automated reporting so the team stopped spending half their day copy-pasting into Excel
- Gave WFM and ops teams the data they needed to make smarter staffing and scheduling calls
Senior Workforce Management Specialist
Scope: Retail store operations
- Took WFM into retail — different world from contact centers, but the same fundamentals apply
- Handled demand planning for products: making sure shelves weren't empty or overstocked (harder than it sounds)
- Built integrated plans connecting sales forecasts, product demand, and staffing — so everything talked to each other
- Balanced staff distribution across stores so service levels stayed up without blowing the labor budget
MIS & Workforce Management Specialist
Scope: Banking operations & MIS
- Where it all started — built workforce reports covering performance, adherence, and productivity from scratch
- Supported workforce planning and staffing analysis while learning the ropes of banking ops
- Built dashboards that gave management actual visibility (instead of weekly email attachments)
- Created a knowledge base that killed the paper binders — the team was very relieved
Skills & Expertise
WFM Core
Technical Tools
Analytics & Reporting
Leadership & Management
Process & Operational
What I believe
"Operations is not about managing chaos — it's about designing systems that prevent it."
— Musab
Let's connect
Got a challenge worth solving?
Whether it's a workforce problem, an operational bottleneck, or a transformation you're planning — I'm happy to think through it with you.