Results-Oriented WFM Manager with 15+ years of progressive, end-to-end
Workforce Management expertise in high-volume BPO and Tech environments. Specialized in Forecasting,
Sizing, Capacity and Strategic Planning across Inbound, Chat, Email, and Social Media channels. Proven ability
to optimize resource utilization, drive process efficiency, and deliver detailed capacity plans.
Skills and Tools
Core WFM Strategy & Planning
?
End-to-End Capacity Planning
?
Strategic RFP Sizing & Financial Modeling
?
Forecasting Accuracy & Modeling
?
Strategic Resource Planning
?
WFM Process Optimization
WFM Technologies & Platforms
?
NICE IEX Forecasting and Scheduling System
?
Genesys Cloud
?
Avaya CMS
?
Salesforce
Advanced Data & Business Intelligence
?
Performance Analytics & Reporting
?
Power BI / Power Query
?
Expert Microsoft Excel / Google Sheets
?
Data-Driven Decision Making
