Amine Bourhaba
Verified Expert in Support and Operations
Support & Operations Expert
Casablanca, Grand Casablanca, Morocco
Toptal member since February 5, 2026
Amine is a data-driven workforce management analyst with four years of experience supporting large-scale, 24/7 global operations. He specializes in forecasting, capacity planning, and scheduling optimization to improve SLA performance and reduce staffing costs. He has improved forecast accuracy by 25%, cut staffing costs by 15%, and supported operations handling 250,000+ cases a week. He builds Power BI dashboards and automates reporting using Excel and Power Query to deliver real-time insights.
Expertise
- Forecast Analysis
- Google Sheets
- Microsoft Excel
- Microsoft Power BI
- Performance Tracking & Reporting
- Scheduling
- Ticketing Systems
- Workforce Management (WFM)
Work Experience
Workforce Management (WFM) Specialist
Teleperformance
- Supported workforce planning and scheduling for large-scale, round-the-clock operations by analyzing demand trends and staffing coverage to help maintain service levels during peak periods.
- Monitored real-time performance and schedule adherence, identifying deviations and coordinating with operations teams to support timely intraday adjustments.
- Built and maintained workforce performance reports using Excel and BI tools, enabling clearer visibility into utilization, coverage gaps, and operational risks.
Content Advocate
Teleperformance
- Reviewed and evaluated high volumes of content against platform policies, ensuring accuracy, consistency, and compliance across daily operations.
- Identified recurring content trends and risk patterns, contributing insights that supported quality improvements and operational adjustments.
- Supported quality assurance efforts by flagging edge cases, documenting findings, and maintaining high standards of data accuracy.
Project History
Staff Prep File
https://snipboard.io/HYlGmM.jpgBuilt and maintained an hourly workforce planning and coverage model to forecast demand, optimize staffing, and identify gaps, supporting SLA performance across a round-the-clock support operation.
I designed and operated a detailed workforce management model for a large-scale support operation, covering hourly demand forecasting, AHT-based capacity planning, staffing requirements, and shrinkage assumptions.
The model consolidated forecasted ticket volumes, handling time, planned headcount, absenteeism, breaks, and in-office shrinkage to calculate required productive hours and identify real-time and forward-looking coverage gaps.
Operations and leadership teams used outputs to monitor SLA risk, staffing efficiency, and intraday performance, enabling data-driven scheduling adjustments and improved resource allocation.
This work supported consistent service coverage across all operating hours while improving visibility into utilization, staffing shortfalls, and operational risks.
Quality Report Power BI
https://snipboard.io/nN2JgM.jpgDesigned and maintained a Power BI quality monitoring dashboard to track accuracy, errors, and trends across weekly support operations, enabling data-driven quality and performance decisions.
I built a Power BI reporting solution to monitor quality performance across support operations, consolidating weekly accuracy metrics, correct cases, mistaken cases, and unconfirmed outcomes into a single operational view.
The dashboard provided leadership and quality teams with clear visibility into global accuracy trends, weekly performance fluctuations, and volume distribution, enabling early identification of quality risks and performance gaps.
Interactive visuals were designed to support drill-down analysis by time period and operational queue, allowing stakeholders to track progress, compare performance over time, and prioritize corrective actions.
This reporting solution improved transparency, reduced manual reporting effort, and supported continuous quality improvement initiatives across the operation.
Education
Associate Degree in Economics and Management
Hassan II University of Casablanca - Casablanca, Morocco
Certifications
Power BI
Majorel Africa
Power Query
Majorel Africa
Skills
Administrative Operations
Quality Assurance (QA)
Data & Reporting
Trend Analysis, KPI Tracking
Productivity Suites
Microsoft Excel, Google Sheets
Customer Support
Ticketing Systems, Schedule Adherence
Scheduling & Meetings
Scheduling
Operations Excellence
Service-level Agreements (SLAs)
Other
Advanced Excel, Content Moderation, Policy Application, Data Accuracy & Reporting, Operational Reporting, Process Adherence, Risk Assessment, Stakeholder Engagement, Microsoft Power BI, Performance Tracking & Reporting, Workforce Management (WFM), Forecast Analysis, Capacity Planning, Cognos Real-time Monitoring (RTM), Data Analysis, Data Migration, Cross-functional Collaboration, Economics, Statistics, Forecasting Fundamentals, Operations Management, Process Improvement Project Management, Operational Decision Support, Forecast Accuracy Analysis, Power Query
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