Kareem Ahmed Abdelrazek

Scheduling, Forecasting, and Planning analyst at Teleperformance - Egypt

Haram, Giza, Egypt

Scheduling, Forecasting, and Planning analystFull Time
Jun 2021 - Present -4 yrs
Egypt , Cairo
- Job Details:1- Forecast the required volumes using Workload method or Earling-C method. 2- Forecast AHT, and Shrinkage considering agents’ trend and the historical data. 3- Track agents’ productivity, absenteeism, and their adherence. 4- Working on Capacity files. 5- Set the right hiring plan for the account to have the right coverage. 6- Calculate the maximum concurrent for the account. 7- Communicate with the Clients thought meeting calls or emails. 8- Schedule the agents on the tool considering the required forecast, agents’ restrictions, and the peek coverage. 9- Using the schedules tools (Tele-Opti and IEX) 10- Following and considering COPC standards.
Call Center AgentFull Time
Mar 2020 - Jun 2021 -1 yr, 3 months
Egypt , Cairo
- Job Details:1- Answer the incoming calls. 2-Manage and resolve customer’s complaints. 3- Provide information about the company’s services and products. 4- Order SIM cards to the customers and help them with the activation process through the chat.

Dutch Delights

Dec 2015 - Dec 2016 -1 yr

Job Details:1- Preparing Dutch bits and sell to the customers. 2-Manage and resolve customer’s complaints. 3-Make sure that we are achieving the store’s target

Apr 2015 - Nov 2015 -7 months

Egypt , Cairo

Job Details:sales ind1- Answer the incoming calls. 2-Manage and resolve customer’s complaints.