I created this blog way back in 2012, at the time there was very little content out there on the subject of workforce planning and with my passion for workforce planning I wanted to create something that could be a reservoir of information and best practice. I like to think I have expereince in this space with many years experience in workforce planing leadership roles both in the UK and Singapore.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Vinay Vasudevan
I'm a experienced WFM enthusiast with a demonstrated history of working in Contact Center. An Emerging Blogger who loves to write articles on various areas in Workforce Management.
I'm a experienced WFM enthusiast with a demonstrated history of working in Contact Center. An Emerging Blogger who loves to write articles on various areas in Workforce Management.
Specialised in Forecasting, Planning, Scheduling & MIS and have a deep technical expertise in these areas.Skilled in RFP Design, Workforce Management, Workforce Analytics, Resource Management, Business Finance and Risk Management. I'm a certified Lean Six Sigma Green Belt with an aim to complete Black Belt soon.
I have basic knowledge of R, Python, SQL and Tableau and i'm trying my best to improve continuously in the area of Business Analytics and Predictive Analytics. During the experience I've gained, i have had chance to work on areas like Operational Management, Process Improvement and Quality Management. Other areas of interest are Financial Planning and Analysis, Artificial Intelligence and Machine Learning
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Erica Stevens
I have spent the past 20 years focusing on how creating a standard business model with attention to process & procedure details and efficiencies allows for any business to run optimally with increasing return on investments year over year. I spent the first half of my career working within operations management & project management, and after receiving both my PMP & Six Sigma Green Belt Certifications, began working within the workforce management/resource planning industry. This is an area where all of my skill sets learned over the previous 10 years could be applied very successfully. I have a passion for workforce management as a business practice & methodology that can be applied to any/all business types. My mission is to share my knowledge, best practices, and business models with anyone willing to receive them; so that they can manage their businesses as optimally as possible.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Erica Stevens
I have spent the past 20 years focusing on how creating a standard business model with attention to process & procedure details and efficiencies allows for any business to run optimally with increasing return on investments year over year. I spent the first half of my career working within operations management & project management, and after receiving both my PMP & Six Sigma Green Belt Certifications, began working within the workforce management/resource planning industry. This is an area where all of my skill sets learned over the previous 10 years could be applied very successfully. I have a passion for workforce management as a business practice & methodology that can be applied to any/all business types. My mission is to share my knowledge, best practices, and business models with anyone willing to receive them; so that they can manage their businesses as optimally as possible.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Des Feeney
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Marlon Martinez
Highly personable Workforce Management Professional with over thirteen years of Workforce Planning and analysis experience in medium to large-scale call center operations within the logistics, telecommunications, travel, and energy industries.
Expert-level knowledge of Contact Center Technologies such as Avaya, Symposium, Aspect Ewfm, Impact 360 suite, Genesys ACD, LogMeIn, Bold Chat, and IEX (Blue Pumpkin).
COPC® certified (Customer Operations Performance Center Inc)
ICMI ® certified ( International Customer Management Institute)
Aspect ® certified (Systems/WFO/scheduling )
Verint Impact (WFO)360 WFM ® suite trained
Intradiem (WFO) workforce optimization trained
Currently learning SQL, Python, AI Machine Learning, RPA
Expert-level knowledge of Contact Center Technologies such as Avaya, Symposium, Aspect Ewfm, Impact 360 suite, Genesys ACD, LogMeIn, Bold Chat, and IEX (Blue Pumpkin).
COPC® certified (Customer Operations Performance Center Inc)
ICMI ® certified ( International Customer Management Institute)
Aspect ® certified (Systems/WFO/scheduling )
Verint Impact (WFO)360 WFM ® suite trained
Intradiem (WFO) workforce optimization trained
Currently learning SQL, Python, AI Machine Learning, RPA
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
