CURRICULUM VITAE
Abdelrahman Ezzat
Workforce & Reporting Manager
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
- ◆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
- ◆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
- ◆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
- ◆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
- ◆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
Core Competencies
Leadership & Management
Team LeadershipPerformance ManagementStrategic PlanningChange ManagementCross-functional Collaboration
Workforce Management
Workforce PlanningCapacity PlanningForecastingSchedulingErlang-C ModelingProductivity Modeling
Analytics & Reporting
Power BISQLDAXKPI DevelopmentData VisualizationInteractive Reports
Systems & Tools
SalesforceGenesysZendeskCiscoAvayaCRM Platforms
Methodologies
Six SigmaCOPC StandardsISO 9001:2015ICMI WFMLean ManagementAI Implementation
Business Acumen
Budget ManagementCost OptimizationProcess ImprovementStartup ExperienceMini MBA Knowledge
Certifications & Credentials
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 in Law
Faculty of Law, Zagazig University
2007 - 2011
Personal Interests
✈️Travel & Exploration
♟️Chess Strategy
📸Photography