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Faiz A
@faiz_arfa
Workforce Management Expert
Malásia
Inglês, Malaio
Sobre mim
I am a Workforce Management expert specializing in turning demand forecasts into staffing plans and maintaining SLA stability. I excel as a Real-Time Analyst, dynamically managing resources and monitoring performance metrics to ensure seamless operations. Additionally, I am a versatile freelancer dedicated to providing data-driven solutions through meticulously formulated trackers in Excel and Google Sheets.
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Faiz A
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Experiência profissional
TDCX
Período integral • 2 yrs 5 mos
Workforce Management Expert
Apr 2025 - Present • 1 yr 7 mos
Managed capacity plans for 5 teams with 300 FTEs, forecasting volume and staffing needs at 95%+ accuracy. Built hiring models using attrition and volume trends, presenting findings to Ops leadership. Partnered with clients to align staffing execution, cutting variance by 10% and improving efficiency by 20% through supply-hiring strategies. Created predictive simulation models and shift shells to support 24/7 scheduling.
Assistant Workforce Management Expert
Jun 2024 - Apr 2025 • 10 mos
Monitored live queue performance and agent activity to ensure real-time adherence to service level targets. Executed intraday adjustments including skill reassignments, break rescheduling, and shrinkage management to stabilize operations. Provided hourly and end-of-day performance reports to stakeholders for operational visibility and decision-making.
