Call Center Manager

Application Overview

A Dedicated software solution to manage call center ip phones , and schedule employee assignments

Technologies : C# , WPF ,MSSQL, MVC , Telerik Tools , Windows Services

The application was developed for Earthlink telecommunication - support department , the main goal was to organize and schedule client requests - calls to the assigned employee , it also coordinates tasks between employees to ensure fast and efficient service ,the application provides easy monitoring dashboard to view and observe employee activity and achievements , it consists of tow parts a client application which runs on all employees machines and a windows service which runs on dedicated server to manage request .

My Role :
  1. Plan , Design , Develop a centralized management tool for the company Communication Software.
  2. Plan Develop application Front-end - Back-end including database design and reporting services using MVC best practices and the latest web technologies.
  3. Unit Testing - Deployment - Staff Training
  4. Deploy Solution to production and continuously provide support and bug fixes.
  1. Distribute Calls Between Support employees
  2. Manage Employee Break schedules
  3. Generate A Detailed Summary Regarding Calls Source And Destination
  4. Reporting Tools
  5. Workforce Management Tools