Optimized all Workforce Management functions (forecasting, scheduling, shift planning, and change management) to drive significant improvements in cross-departmental operational efficiency, resulting in increased revenue through precise resource and time optimization. Created and presented strategic reports with actionable recommendations to improve KPIs and overall performance, leveraging WFM methodologies, shift optimization, and scheduling improvements, leading to substantial operational cost reductions and enhanced profitability.

Analyzed operational and financial data to deliver accurate daily, monthly, and annual projections, enabling data-driven strategic decisions and improved performance tracking. Collaborated with analytics and operations teams to manage leave requests, ensure payroll accuracy, and align workforce planning with business goals. Designed ad-hoc dashboards and KPI reports using BI tools like Power BI and Looker Studio, and developed strategies to enhance operational efficiency, optimize resource allocation, and maximize team productivity.

Led all Workforce Management processes (forecasting, scheduling, shift planning, and change management) across multiple departments, driving operational performance optimization and alignment with business goals. Provided ongoing training and mentorship to a team of 9, empowering them to conduct root cause analysis on operational issues and propose actionable improvements to enhance efficiency and service levels. Presented strategic reports and scorecards with data-driven recommendations to improve key metrics and KPIs, driving performance enhancements across operations centers.

Led workforce forecasting, scheduling, and real-time analysis across multiple projects and client accounts (including FedEx, AT&T, and Kohl's), optimizing resource allocation and driving operational efficiency at four call center sites, resulting in improved service levels and client satisfaction. Analyzed historical and real-time data to develop precise staffing projections, ensuring optimal resource deployment and alignment with operational demands, directly contributing to enhanced performance and cost management. Supervised and coached a team of WFM analysts and RTAs, fostering continuous improvement through training, root cause analysis, and the implementation of strategies to resolve operational challenges, improve adherence, and boost occupancy. Created and presented detailed operational and financial reports, providing actionable insights and strategic recommendations to senior leadership for optimizing resource utilization, improving KPIs, and maximizing operational profitability. Recognized for consistent high performance and promoted five times throughout tenure, with a significant role in the company’s growth and successful expansion into El Salvador, establishing key processes that contributed to the company’s operational excellence and scalability.