Eddie M

I am a Senior Workforce Analyst with over 10 years of experience in Workforce Management (WFM), specializing in forecasting, capacity planning, scheduling, and workforce optimization within contact center operations. My expertise includes developing short- and long-term workload forecasts, staffing plans, shrinkage analysis, and performance reporting to achieve business objectives. I am an advanced user of NICE WFM and Excel, with a proven ability to analyze volume trends, improve forecast accuracy, and optimize staffing requirements. I excel at supporting data-driven operational decision-making. I have significant experience in utility and energy environments, where I've supported customer operations through workforce planning, operational analytics, and cross-functional collaboration. My capabilities extend to managing enterprise workforce scheduling, developing comprehensive workforce plans, and analyzing call volume trends to optimize resource allocation. I am adept at producing KPI reports and operational dashboards for leadership, continuously monitoring performance metrics to identify efficiency improvements, and driving process improvements through detailed data analysis to enhance operational effectiveness and customer experience.