Detail-oriented and results-driven Workforce Management (WFM) professional with extensive experience in scheduling, forecasting, and real-time management across diverse operational environments. Proficient in optimizing workforce efficiency, creating accurate schedules based on forecasted volumes, and aligning staffing with business needs while ensuring service level objectives are met. Skilled in using WFM tools such as Verint, NICE IEX, Genesys, Aspect, with a strong understanding of contact center dynamics, shrinkage factors, and schedule adherence. Known for collaborative problem-solving, strong analytical skills, and the ability to adapt quickly in fast-paced environments.
