Workforce Management Manager | BPO Operations | 16 Years Contact Center Experience
I am a Workforce Management Manager with 16 years of progressive experience in the BPO industry, leading workforce planning, scheduling, real-time management, and performance analytics across voice and omnichannel contact center environments.
I partner closely with Operations, Leadership, and Support teams to ensure optimal staffing, SLA achievement, cost efficiency, and continuous improvement. My approach combines data-driven decision-making, operational discipline, and people leadership to support both short-term execution and long-term business goals.
Leadership & Functional Expertise:
Workforce Management Strategy & Governance
Forecasting, Capacity Planning & Budget Alignment
Short- and Long-Term Scheduling Optimization
Real-Time Management (RTM) & Intraday Control
Omnichannel Workforce Planning (Voice, Chat, Email, Social)
KPI Management: SLA, AHT, Occupancy, Shrinkage, Adherence
Executive Reporting, Trend Analysis & Forecast Accuracy
Cross-Functional Stakeholder Management
Process Improvement & Operational Efficiency
Tools & Platforms:
WFM Systems: Verint, NICE IEX, Blue Pumpkin
Contact Center Platforms: Avaya, Ameyo
Digital & CX Tools: Moxie, Sprinklr, LiveChat
Productivity & Reporting: Microsoft 365
Presentation & Documentation: Canva
Value I Bring:
-16 years of end-to-end BPO and WFM leadership experience
-Strong understanding of enterprise-level workforce challenges
-Proven ability to balance service level performance and cost control. Detail-oriented, structured, and execution-focused. Equally effective in corporate,
Verified
