Amr A. Hassan

Operations Workforce and Onboarding Manager

Effectiff

Nov 2025 - Current (1 year 1 month)

Monitor and forecast interpreter staffing needs across OPI, VRI, and scheduled appointments.

Build and maintain workforce models to support fluctuating forecasted demand by language, tier, and service type.

Develop schedules, shifts, and staffing allocations to meet SLA, occupancy, and availability goals.

Track interpreter utilization, productivity, capacity, and schedule adherence.

Analyze daily and weekly workload trends to recommend staffing adjustments.

Maintain real-time workforce dashboards and reporting tools (e.g., calls per hour, occupancy, service levels, cancellations).

Partner with Operations Leadership to align staffing with emerging client needs or volume change

Operations Workforce Development Manager

Universal Language Service Inc

May 2024 - Nov 2025 (1 year 7 months)

● Workforce Scheduling and Optimization: Utilize scheduling tools and workforce management software to allocate interpreters based on demand forecasts, ensuring proper coverage for all time zones while minimizing downtime.

● Performance Analytics and Monitoring: Leverage performance metrics (e.g., SLA adherence, response time, quality scores) to monitor interpreter efficiency, identify trends, and implement corrective actions where necessary.

● Staffing Forecasting and Coordination: Collaborate with the recruitment team to assess workforce capacity and forecast staffing requirements based on project needs, historical data, and seasonal trends.

● Operational Workflow Streamlining: Develop automated workflows

Head of Onboarding Department (Operations Workforce)

VOYCE

Oct 2023 - Apr 2024 (7 months)

Led the Operations Workforce Onboarding Department, overseeing interpreter onboarding strategy, execution, and compliance.

Managed the end-to-end onboarding lifecycle for interpreters supporting healthcare, legal, community, and government clients.

Developed scalable onboarding processes to support rapid workforce growth while maintaining quality standards.

Established onboarding policies, documentation standards, and compliance procedures across multiple client programs.

Partnered with senior leadership to align onboarding operations with organizational growth objectives.

Worked cross-functionally with Recruitment, Scheduling, QA, Credentialing, IT, and Client Success te

Workforce Development Supervisor

VOYCE

Oct 2022 - Oct 2023 (1 year 1 month)

Led Workforce and Onboarding Operations, supervising daily activities across recruitment support, onboarding, scheduling coordination, and interpreter engagement.

Managed and coached a team responsible for onboarding, workforce coordination, and operational support.

Developed workforce strategies to ensure interpreter availability across multiple languages, clients, and service lines.

Monitored workforce KPIs, productivity, onboarding metrics, and service performance to drive operational excellence.

Designed and optimized onboarding workflows, SOPs, and quality processes to improve efficiency and scalability.

Collaborated closely with Client Success, Scheduling, Quality A

Workforce Team Coordinator & Onboarding Specialist

VOYCE

Nov 2021 - Oct 2022 (1 year)

Coordinated the end-to-end onboarding process for newly recruited interpreters across multiple languages.

Reviewed and verified onboarding documentation to ensure compliance with company and client requirements.

Managed interpreter credentialing, certifications, background checks, and compliance records.

Served as the primary point of contact for new interpreters throughout the onboarding journey.

Collaborated with Recruitment, Scheduling, QA, and Operations teams to ensure workforce readiness.

Improved onboarding workflows by identifying process gaps and implementing operational improvements.

Tracked onboarding progress and maintained accurate workforce rec

Medical Interpreter

glocco

Aug 2021 - Jul 2023 (2 years)

Medical Interpreter

VOYCE

Jun 2021 - Nov 2021 (6 months)

1. Facilitates communication among patients, families and staff
2. Interprets directly and accurately , without omissions, addition or interference with communication.
3. Manages assignments independently without close supervision
4. Maintains professional role and sensitivity during critical medical and/or psychological situations; Respects all parties in the discussion and their individual roles
5. Highly proficient in Medical Terminology
6. Demonstrate accurate, clear and timely verbal and written communication

Senior English- Arabic Medical Interpreter

LanguageLine Solutions

Nov 2017 - Apr 2021 (3 years 6 months)

● Provide accurate translations for healthcare providers and patients.
● Ensure that medical information is understood by patients by simplifying any jargon.
● Keep any information shared by the patient confidential.
● Bridge cultural gaps between patients and healthcare providers which may impede providing the needed information.

T

English - Arabic Interpreter

The Arab League

Nov 2015 - Nov 2017 (2 years 1 month)

●Acting as Interpreter between a wide range of people with diverse voices, accents, speaking tempos and personalities.

●Providing parties with clear and exact translations of written materials, and interpretations of verbal communication.

●Providing interpretations of questions, answers, statements, arguments, explanations and other forms of verbal communication.

●Rendering sight translations of documents and other written materials.
Imparting thought, purpose, spirit, emotions and tone of speakers from source language into target language.

●Interpreting with no additions or omissions.

President 1st secretary

Arab Women Investors Union

Jan 2014 - Nov 2017 (3 years 11 months)

●devising and maintaining office systems, including data management and filing;

●arranging travel, visas and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations;

●screening phone calls, enquiries and requests, and handling them when appropriate;

●meeting and greeting visitors at all levels of seniority;

●organising and maintaining diaries and making appointments;

●dealing with incoming email, faxes and post, often corresponding on behalf of the manager;

●carrying out background research and presenting findings;

●producing documents, briefing papers, reports and pre

B

Public Relations Account Supervisor

British Egyptian Company For General Development

Apr 2012 - Jul 2014 (2 years 4 months)

Manage public relations department.

●Recruit, hire, train, and manage PR specialists.

●Evaluate and implement sales promotion programs.

●Develop PR strategies, campaigns, and initiatives to improve pubic perception of company.

●Improve management and employee relations.

●Prepare and publish newsletters and other company literature.

●Create motivational videos.

●Produce annual reports on financial status of firm.

●Release promotion literature about new products.

●Draft speeches with chief executives.

●Respond to information queries from media and the general public.

●Identify audience for product or service.

●Wr

work Force senior specialist

Sutherland Global Services

Jan 2009 - Jan 2012 (3 years 1 month)

●Complete and manage schedule exceptions/adjustments for the company on a daily basis.
● Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.
• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
●Accurately track and manage contact center schedule adherence.
• ●Conduct analysis and recommend solutions to real time performance issues.
• Measure forecasting accuracy and work to reduce variations in order to ensure performance

About

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Amr A. Hassan

About

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