Workforce Management Expert | Scheduling & Capacity Planning | BI & Reporting An

Led end-to-end scheduling and capacity planning for multi-site/global support teams, ensuring optimal resource utilization and service-level achievement across all shifts. Developed and maintained long-term forecasting models using historical data, business trends, and volume drivers, improving forecast accuracy by over 10%. Implemented real-time intraday monitoring and adjustments, resulting in a 15% reduction in shrinkage and improved agent productivity. Designed automated reporting dashboards (Excel, Google Sheets, SQL, Salesforce and Looker) for executive-level visibility into staffing performance, capacity gaps, and KPI trends. Acted as a key liaison between Operations, HR, and Finance to align workforce strategies with business goals. Served as Verint Admin, configuring skills, activities, routing, and managing data integrity for schedule accuracy. Supported Salesforce admin functions related to case routing, user management, and reporting for capacity analysis. Contributed to transition projects (e.g., moving vendors to Verint or a new scheduling tool), serving as POC and trainer for stakeholders. Utilized coding skills (SQL) to automate reporting, analyze large datasets, and drive BI-led workforce decisions. Provided regular performance insights to leadership, enabling data-backed decisions on hiring, shift realignments, and off-hours coverage.

Skilled in financial forecasting, budgeting, and variance analysis with a strong focus on aligning workforce strategies with fiscal objectives. Experienced in headcount and labor cost planning, performance metrics reporting, and cost optimization across global operations. Proficient in advanced Excel, Google Sheets, SQL, Salesforce, and Looker for building automated dashboards and financial models that support data-driven decisions. Adept at analyzing trends, capacity, and utilization to inform hiring, scheduling, and shift planning. Acted as a key liaison between Finance, Operations, and HR, ensuring accurate reporting and alignment with business goals. Supported financial reporting through BI tools, report automation, and real-time intraday adjustments that enhanced visibility and reduced operational inefficiencies. Served as an admin for Verint and Salesforce, maintaining data integrity, configuring reporting logic, and optimizing routing and case management for more accurate financial and operational outputs.

Experienced Workforce Management professional with over 10 years of expertise in end-to-end scheduling, capacity planning, and real-time adherence for global support teams. Skilled in long-term forecasting, shrinkage reduction, and intraday monitoring to ensure optimal staffing and SLA compliance. Proficient in WFM tools such as Verint (admin-level experience configuring skills, routing, and schedules), as well as Excel, Google Sheets, SQL, Salesforce, and Looker for reporting and analytics. Demonstrated ability to design automated dashboards and capacity models that improve forecast accuracy and provide leadership with actionable insights. Acted as a central point of contact between Operations, HR, and Finance to align workforce strategies with business needs. Led successful vendor transitions to new scheduling platforms, including training, implementation, and ongoing support. Strong background in BI-driven WFM analysis, driving decisions on hiring, shift realignments, off-hours coverage, and overall operational efficiency.