I help contact centers and BPO organizations optimize workforce performance through data-driven Workforce Management (WFM) solutions. With 17+ years of experience managing workforce operations across APAC, EMEA, and North America, I specialize in forecasting, capacity planning, scheduling, real-time management, reporting automation, and workforce analytics for large-scale customer service environments supporting over 5,000 agents.
Services Offered
✅ Volume Forecasting & Demand Planning
✅ Capacity Planning & Staffing Models
✅ FTE Budgeting & Workforce Optimization
✅ Schedule Design & Shift Planning
✅ Real-Time Management (RTA/RTM)
✅ Shrinkage Analysis & Occupancy Optimization
✅ Service Level & Performance Improvement
✅ WFM Dashboard Development
✅ Business Reporting templates building
✅ WFM Process Assessment & Transformation
✅ WFM Center of Excellence (CoE) Setup
✅ Vendor Management & Outsourcing Strategy
Why Hire Me?
I combine deep operational WFM expertise with strong analytical and automation capabilities. Whether you need forecasting models, staffing plans, scheduling optimization, dashboards, or complete WFM transformation support, I deliver practical solutions that improve service levels, productivity, and cost efficiency
Suggested Hourly Rate on Guru: $35 to $30/hour initially. Once you build reviews, position at $50 to $100/hour for WFM consulting and WFM projects.