My name is Karim Karam, I have been graduated from faculty of commerce from Cairo University In 2010. Then I joined Raya Contact Center as workforce analyst, after joining Raya I got successful in many roles in WF in Real time Team, Planning and scheduling team, and capacity planning. And I got promoted three times during four years. Currently I’m a Workforce Supervisor and leading 14 employees. 4 planners and 10 analysts in RTM team. And responsible for 20 accounts including about 700 agents and more than 40 Team leaders and 10 supervisors.