I will provide expert workforce management wfm forecasting and scheduling

Are you struggling with overstaffing, high call center shrinkage, or missed SLAs? I help contact centers, BPOs, and growing customer support teams optimize operations, lower labor costs, and achieve predictable performance through data-driven Workforce Management (WFM).

With extensive hands-on experience in WFM and contact center analytics, I bridge the gap between operational data and executive decision-making.

Services I Offer:

• Labor Demand Forecasting: Accurate hourly, daily, and monthly volume models.
• Capacity & Headcount Planning: Precision Erlang C calculations and shrinkage tracking.
• Employee Scheduling: Optimized shift creation balancing SLA goals, agent fairness, and availability.
• Intraday Management: Queue monitoring, real-time adjustments, and adherence tracking.
• Dashboards & Reporting: Custom Excel and Power BI reporting for occupancy, SLAs, and operational KPIs.

Software Expertise: NICE IEX, Verint, Genesys, Assembled, Calabrio, Power BI, Excel & Google Sheets.

Why Choose Me?

• Proven BPO and contact center experience.
• Data-backed, highly accurate models.
• Fast delivery and clear communication.

Please message me before placing an order to discuss your operational needs!