Workforce Management, Capacity Planning, Forecasting, Scheduling, Realtime Management, Operations Management, Data Analytics, Team Management, Invoicing

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Results-driven and COPC-certified Workforce Manager and Operations Leader with over a decade of extensive experience in the BPO industry, specializing in workforce management (WFM), trust & safety/content moderation, and financial fraud risk mitigation. Proven track record of optimizing large-scale operational efficiency, overseeing schedules for up to 1,000 personnel, and driving service level agreement (SLA) attainment. Adept at bridging the gap between data-driven WFM strategies—such as capacity planning, revenue forecasting, and P&L tracking—and people-centric operations management through strong leadership, cross-functional collaboration, and strategic client relations