Workforce and capacity strategy
A career-long progression from rebuilding a 300+ agent WFM function to enterprise-scale capacity strategy and a greenfield operating build.
Build WFM as an operating capability
At Protection 1, WFM was rebuilt around forecasting, scheduling, staffing requirements, routing and operational discipline for 300+ agents. The function moved from a roughly $90K over-budget position in April to approximately $240K under budget by year end.
Workforce intelligence becomes business intelligence
At ADT/Protection 1, workforce strategy expanded across internal and vendor operations. Forecasts, schedules, adherence, shrinkage, AHT, service levels and vendor performance became inputs to broader capacity and financial decisions.
Recreate mature disciplines in a smaller environment
At Patriot Mobile, the same principles were being built into a 3-, 6- and 12-month planning discipline tied to hiring, training, facilities and other resource decisions, alongside real-time management and workload-based schedules.