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Workforce Management Manager & Head of Global Insights (Consultant)

Support Services Group | September 2021 - September 2024

• Led global workforce management and insights function for BPO operations spanning North America, CALA, EMEA, and APAC regions
• Managed workforce planning and optimization for 6,500 agents distributed across 125 lines of business within 700+ specialized campaigns
• Architected enterprise-wide data infrastructure and standardized data collection processes to enable centralized workforce analytics and reporting
• Developed comprehensive forecasting and capacity planning models balancing service level targets with operational costs, incorporating historical patterns, seasonality, and growth projections
• Created executive-level dashboards and reporting frameworks for monthly investor presentations to Kingswood Capital stakeholders
• Established workflows and staffing models for WFM teams, implementing best practices across multiple sites and time zones
• Drove P&L optimization initiatives through improved schedule efficiency, reduced overtime costs, and better agent utilization
• Led cross-functional collaboration with operations, HR, and finance while mentoring WFM team members and building analytical capability across the organization

Workforce Management Supervisor (All Amazon/Audible Accounts)

IBEX Global | November 2017 - September 2018

• Supervised WFM operations for high-profile Amazon and Audible accounts, ensuring optimal agent scheduling and resource allocation
• Developed and implemented forecasting models to predict contact volumes with 95%+ accuracy
• Monitored real-time performance metrics and made intraday adjustments to maintain service level agreements
• Created reporting frameworks for tracking adherence, shrinkage, occupancy, and other key WFM metrics
• Collaborated with operations leadership to optimize shift patterns and improve schedule efficiency
• Trained team leads and supervisors on WFM best practices, adherence management, and schedule interpretation
• Managed scheduling system administration and ensured data integrity across workforce management platforms
• Led root cause analysis for service level misses and implemented corrective action plans

Workforce Management Department Manager (Global)

itel | October 2016 - August 2017

• Managed global workforce management department overseeing forecasting, scheduling, and real-time management functions
• Led team of WFM analysts and coordinators across multiple sites and client programs
• Developed long-term capacity plans aligned with client growth projections and new business acquisitions
• Implemented priority-based routing strategies to optimize queue management across multiple skill types
• Established seating and building capacity planning processes for site expansion initiatives
• Created standardized WFM processes and documentation to ensure consistency across global operations
• Partnered with operations and recruitment teams to forecast hiring needs based on volume projections
• Drove automation initiatives to reduce manual effort in scheduling and reporting processes

Senior Business Intelligence Analyst

Digicel Jamaica | September 2018 - Present

• Applying workforce analytics principles to subscriber base management and customer value optimization
• Developing predictive models for customer behavior, churn management, and campaign targeting
• Creating automated reporting solutions and dashboards using Power BI and SQL