Experience & Achievements
Proven Track Record
Over a decade of measurable impact across contact center operations, workforce management, and customer experience — driving results with Power BI, Six Sigma, and industry-leading platforms.
10+
Years Experience
25+
Projects Managed
15+
Team Members Led
18%
Efficiency Improvement
Career Timeline
Professional Journey
Workforce & Reporting Manager
Tamkeen TechnologiesRiyadh, Saudi Arabia
- Built WFM function from ground up for multi-channel contact centers, managing 25+ projects
- Designed KPI frameworks (Efficiency, FCR, CER, AHT, Shrinkage, Occupancy) aligned with COPC and ISO standards
- Developed automated Power BI dashboards using SQL & DAX, improving decision-making accuracy
- Led cross-functional initiatives integrating operational and reporting systems, improving efficiency by 18%
- Spearheading AI Transition Plan 2026 with virtual agents and process automation
- Conducted monthly business reviews with executive leadership, presenting performance trends and actionable insights
Senior Supervisor Workforce
TerhabRiyadh, Saudi Arabia
- Presented monthly and yearly KPI business reviews to top management
- Provided accurate hiring capacity plans to recruitment teams
- Ensured implementation of plans and schedules with quality benchmarks
- Supervised non-productive time requests, enhancing project deliverables
Workforce Supervisor
TalabatCairo, Egypt
- Optimized project KPIs across multiple WFM metrics
- Developed staffing plans and headcount reports for multiple project models
- Implemented contingency plans for operational challenges
- Managed team escalations and created environment of trust and open communication
Workforce Analyst → Workforce Supervisor
Raya Contact CenterCairo, Egypt
- Executed scheduling plans and ensured effective implementation
- Created and delivered comprehensive daily, weekly, and monthly WFM reports
- Provided analytical support to operations team
- Reconciled daily attendance with agent schedules and time reporting
Certifications
Professional Credentials
Six Sigma Master Black Belt
2025
ISO 9001:2015 Lead Auditor
2025
ICMI Certified WFM Professional
2025
COPC CXPL Certified Assessor
2024
Finance for Non-Finance Managers
2024
Tools & Technologies
Power BISQLDAXSalesforceGenesysZendeskCiscoAvayaExcel AdvancedCRM Platforms
Industries
Contact CentersTechnologyFood DeliveryTelecommunicationsCustomer Service
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