Total of 15+ years of solid experience in Workforce Management specializing in forecasting, capacity
planning, scheduling and management of real time operations covering inbound, chat and correspondence
services. End to end experience in managing & setting up Workforce Operations for customer service, HRO
and back office across all channels (voice, email and chat) for US and Canada, Asia & ANZ and UK for
Banking & Financial, Health Care, Travel and Hospitality, Hi-Tech and Retail.
Specialties:
• Forecasting, Capacity Planning, Scheduling, Reports Analytics, Data Management and Real-time
Adherence Management
• IEX, Verint 360, Teleopti/Calabrio, CMS AVAYA, eWFM, SFDC, AWS, InContact, PowerBi, DataStudio, PowerQuery
