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Algie Mabone

@algiemabone

Message

I build AI-ready workforce management functions that improve capacity, productivity, and operating costs.

United States

Message

What I'm looking for

I'm looking to bring strategic workforce management leadership to a support operation where capacity planning, AI adoption, scheduling, and intraday management directly shape staffing, service, and budget decisions.

At Ally Financial, I lead workforce management for a global bank serving more than 3 million customers, owning capacity planning, scheduling, intraday management, and vendor capacity contracts across phone, chat, email, and back-office operations.

I built Power BI What-If models projecting a 35% workload reduction from AI virtual agents and created a Human + Virtual Agent framework that ties staffing plans to AI containment rates and product roadmap milestones. I also bring hands-on Claude integration and deployment experience to WFM scenario planning.

Across World Ventures, North Texas Toll Authority, and MUFG Union Bank, I reduced operating expense by $1.4M, increased productivity by 35%, and maintained forecast accuracy within +/- 10% across contact channels. I build practical WFM teams, models, and reporting that connect service levels, staffing, and financial decisions.

Experience

Work history, roles, and key accomplishments

Director of Workforce Management

Ally Financial

Oct 2021 - Jul 2026 (4 years 9 months)

Owned all three WFM pillars — capacity planning, scheduling, and intraday management — for a global bank serving 3M+ customers. Built Power BI What-If models projecting 35% workload reduction from AI virtual agent adoption and constructed a Human + Virtual Agent collaboration framework.

Capacity Planning Omni Channel Forecasting Scheduling Intraday Management Power BI AI Virtual Agent Modeling Claude Integration Vendor Management Back Office Optimization SQL Python DAX

Workforce Manager

North Texas Toll Authority

Sep 2019 - Sep 2021 (2 years)

Managed multi-site operation spanning contact center, store walk-in locations, and back-office teams. Increased productivity 35% by redesigning capacity planning to cover three distinct business models under a single WFM framework.

Forecasting Scheduling performance reporting Power BI Intraday Monitoring Capacity Planning Workforce Management

Workforce Administrator

MUFG Union Bank

Jun 2019 - Sep 2019 (3 months)

Built forecast model from raw marketing data for a new product launch and maintained forecast accuracy within +/- 10% across all contact channels. Designed skill-based routing and contact volume disposition pathways for new departments.

Forecasting Skills Based Routing Cost Per Contact Analysis P&L Tracking WFM software Training

Global Director of Workforce Management

World Ventures

Jan 2015 - Sep 2018 (3 years 8 months)

Oversaw global contact center operation across multiple vendor sites, owning capacity planning, forecasting, scheduling, real-time management, and vendor relationships. Cut operating expense by $1.4M through strategic capacity and vendor management consultation.