تيمور عبد الفتاح

Workforce Management & CC ID Management
From Jan 2013 until now:
• Handling forecast reports for all contact center.
• Handling the schedules for more than 400 employees.
• Handling the applications access for contact centre users (more than 700 users)
• Handling the Finger print access for more than 700 users.
• Worked on these APP’s (CTI, Vstation, CRM, Real time management, Speachlog, Access Manager, ILM Console, PMS, TAS, ESS, Total View IEX, Work force management ASPECT.

Real Time Management
From Feb 2012 until Dec 2012:
• Handling break time & control the floor for more than 300 employees.
• Handling the daily attendance for more than 300 employees.
• Keep mentoring the service level and efficiency for all contact centre service.
• Keep mentoring the KPI’s for contact centre.

Customer Service Representative (Acting TL)
From Feb 2008 until Jan 2012:
• Deal directly with the customers either by telephone, electronically.
• Respond promptly to customer inquiries plus handling and resolving their complaints.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Process orders, forms, applications and requests
• Manage administration, communicate and coordinate with internal departments.
• Follow up on customer interactions.
• Handling team as acting team leader (training, coaching, monitoring)

•Project owner for ASPECT Workforce management tool.
•Lead and develop the Workforce management Team.
•Lead a team of Forecast/Capacity Analysts, Scheduling Analysts & Real Time Monitor.
•Support delivery of key service levels as agreed to with operational stakeholders and attend business stakeholder meetings.
•Coordinator for recruitment process with the concerned departments.
•Act as the key point of escalation for the Workforce Management Team.
•Hold regular team meetings to identify priorities for the team.
•Responsible for the planning, implementation and management of the Workforce Team and Reporting/Process Solutions in consultation with the Senior Managers.
•Monitor ongoing planned versus actual workforce metrics and develop measures to ensure implementation of workforce plans.