WFM & Contact Center Expert
Abdelrahman Ezzat
I help companies build smarter contact centers using AI, Power BI dashboards, and 10+ years of hands-on WFM expertise.
Strategic Workforce & CX Operations Leader | Founder of QuNeva
About Me
Strategic Workforce & CX Operations Leader
I am Abdelrahman Ezzat, a Strategic Workforce & Reporting Manager with over a decade of experience leading scheduling, forecasting, and resource management across multi-channel contact centers. My career has been defined by a relentless focus on operational excellence, data-driven decision-making, and measurable business outcomes.
Currently managing 15+ professionals and 25+ projects at Tamkeen Technologies, I specialize in building WFM functions from the ground up, developing automated Power BI dashboards using SQL & DAX, and designing KPI frameworks aligned with COPC and ISO 9001:2015 standards. I am spearheading the AI Transition Plan 2026, implementing virtual agents and process automation.
10+
Years Experience
25+
Projects Managed
15+
Team Members Led
18%
Efficiency Improvement
Core Expertise
Driving Operational Excellence
Deep specialization across the full spectrum of contact center operations, workforce management, and customer experience — powered by Power BI analytics and industry-leading methodologies.
Customer Experience Improvement
Designing and implementing CX strategies that enhance customer satisfaction, loyalty, and journey outcomes across all touchpoints.
Contact Center Optimization
Setting up and optimizing multi-channel contact center operations for maximum efficiency, quality, and cost-effectiveness using Genesys, Cisco, Avaya, and Salesforce platforms.
Workforce Planning & Forecasting
Developing accurate demand forecasts and staffing models using Erlang-C modeling and advanced analytics to ensure optimal resource allocation and budget efficiency.
Scheduling & Real-Time Management
Creating optimized schedules and intraday management strategies that balance service levels with agent satisfaction and operational costs.
KPI Design & Performance Management
Building comprehensive KPI frameworks aligned with COPC and ISO standards, including Efficiency, FCR, CER, AHT, Shrinkage, and Occupancy metrics.
Power BI Dashboards & Reporting
Developing automated Power BI dashboards using SQL and DAX, creating executive scorecards that transform raw data into actionable insights for strategic decision-making.
SLA & Service Level Improvement
Implementing strategies to consistently meet and exceed service level agreements through proactive capacity planning and real-time adjustments.
Process Improvement & Six Sigma
Applying Six Sigma Master Black Belt and Lean methodologies to streamline operations, reduce waste, and improve overall service quality and productivity.
Services
AI & Contact Center Solutions
Comprehensive solutions for building intelligent contact center systems, implementing AI automation, and creating powerful analytics dashboards.
AI Chatbots & Virtual Agents
High contact volumes and repetitive inquiries drain resources and increase operational costs.
Reduced contact volume by 30-40%, 24/7 availability, and improved first-contact resolution rates.
Workforce Management Systems
Manual WFM processes lead to scheduling inefficiencies, poor adherence, and unpredictable staffing costs.
Optimized staffing levels, improved schedule adherence, reduced shrinkage, and 15-20% cost savings.
Quality Assurance Automation
Manual QA processes are time-consuming, inconsistent, and difficult to scale.
Consistent quality scoring, reduced QA overhead by 50%, and early issue detection.
Advanced Analytics Dashboards
Scattered data sources and manual reporting make it hard to get real-time operational visibility.
Executive-ready reports, data-driven decision making, and 360-degree operational visibility.
Real-Time Monitoring Systems
Lack of real-time visibility makes it impossible to respond quickly to operational issues.
Faster issue resolution, improved service levels, and proactive operational management.
Process Automation & Optimization
Manual processes waste time and create bottlenecks in contact center operations.
Reduced manual work by 60-70%, faster processing times, and fewer errors.
Our Work
Live Demos & Case Studies
See how our AI and contact center solutions transform operations in real-world scenarios.
Telecommunications
Regional Contact Center Optimization
Challenge
High agent turnover (45%) and inconsistent service quality across 3 centers
Solution
Implemented AI-powered WFM system with predictive staffing and real-time dashboards
Results
28% reduction in turnover, 18% improvement in SLA compliance
Financial Services
AI-Powered Customer Support Automation
Challenge
Handling 10K+ daily inquiries with limited resources, high response time
Solution
Deployed intelligent chatbot with NLP routing and escalation workflows
Results
65% of inquiries resolved by AI, 40% reduction in response time
E-Commerce
Real-Time Analytics & Forecasting
Challenge
Inaccurate forecasting leading to understaffing during peak hours
Solution
Built Power BI dashboards with machine learning forecasting models
Results
22% improvement in forecast accuracy, 35% reduction in overtime costs
Let's Transform Your Operations
Ready to optimize your contact center operations and elevate customer experience? Let's discuss how I can help.