Curriculum Vitae
Abdelrahman Ezzat
Workforce & Reporting Manager
Professional Summary
Strategic Workforce & Reporting Manager with 10+ years of experience leading scheduling, forecasting, and resource management across multi-channel contact centers. Proven expertise in developing optimized staffing models, capacity plans, and KPI frameworks aligned with COPC and ISO standards. Currently managing 15+ professionals and 25+ projects, driving AI transition initiatives and operational excellence through data-driven strategies and advanced analytics.
Professional Experience
Workforce and Reporting Manager
Tamkeen Technologies — Riyadh, Saudi Arabia
- Established and structured WFM function for multi-channel contact centers from ground up, managing 25+ projects
- Designed and implemented KPI frameworks (Efficiency, FCR, CER, AHT, Shrinkage, Occupancy) aligned with COPC and ISO standards
- Developed automated dashboards and scorecards using Power BI and SQL, enhancing decision-making accuracy
- Led cross-functional initiatives integrating operational and reporting systems, improving efficiency by 18%
- Spearheading AI Transition Plan 2026, implementing virtual agents and automation to reduce costs and enhance productivity
- Conducted monthly business reviews with executive leadership, presenting performance trends and actionable insights
Senior Supervisor Workforce
Terhab — Riyadh, Saudi Arabia
- Presented monthly and yearly KPI business reviews to top management
- Provided recruitment teams with accurate hiring capacity plans
- Ensured implementation of all plans and schedules with agreed quality benchmarks
- Supervised non-productive time requests, enhancing project deliverables
- Managed performance appraisals for all direct reports
Workforce Supervisor
Talabat — Cairo Governorate, Egypt
- Reviewed and optimized project KPIs across multiple WFM metrics
- Proposed and implemented contingency plans for operational challenges
- Developed staffing plans and head count reports for multiple project models
- Managed team escalations and created environment of trust and open communication
Workforce Supervisor
Raya Contact Center — Cairo Governorate, Egypt
- Executed and ensured effective implementation of scheduling plans
- Reconciled daily attendance with agent schedules and time reporting
- Created and delivered daily, weekly, and monthly WFM reports
- Managed non-productive time request process efficiently
Workforce Analyst
Raya Contact Center — Cairo Governorate, Egypt
- Executed plans and ensured effective implementation of schedules
- Provided analytical support to operations team
- Created and delivered comprehensive WFM reports
- Managed non-productive time request process
Skills & Expertise
Leadership & Management
Workforce Management
Analytics & Reporting
Systems & Tools
Methodologies
Business Acumen
Professional Certifications
Six Sigma Master Black Belt
Certified — 2025
ISO 9001:2015 Lead Auditor
Certified — 2025
ICMI Certified Workforce Management Professional
ICMI — 2025
COPC CXPL Customer Institute Certified Assessor
COPC — 2024
Finance for Non-Finance Managers
Certified — 2024
Education
Bachelor's Degree — Law
Faculty of Law, Zagazig University
2007 - 2011