Open to opportunities

Artin Amiryan

@artinamiryan

Message

Experienced capacity planning and workforce management leader driving analytics and operational efficiency.

Zimbabwe

Message

What I'm looking for

I seek a strategic capacity planning or workforce management role where I can lead data-driven forecasting, coach teams, improve operational efficiency, and partner on budgeting in a collaborative, improvement-focused environment.

I’m a workforce planning and capacity leader with 30 years of experience optimizing contact center operations and driving business strategy.

At Zillow Group I oversee capacity planning for sales and support contact center teams and partner with FP&A to build and track annual and quarterly budgets. I manage BPO performance and coach teams using Six Sigma to improve forecasting and planning models.

I’ve delivered 95–100% accurate short- and long-term forecasts, developed staffing models and automation, and led workforce management initiatives across employers including A Place For Mom, ABC Financial, and multiple consulting engagements.

Experience

Work history, roles, and key accomplishments

Current

Manager, Capacity Planning

Current

Zillow Group

Feb 2021 - Present (4 years 8 months)

Drive business strategy and oversee capacity planning for sales and support contact center operations, partnering with FP&A to set and track annual and quarterly budgets and managing BPO performance.

Capacity Planning Forecasting Workforce Management Six Sigma FP&A BPO Presentation Data Analytics

Forecaster

A Place For Mom Inc.

Apr 2019 - Feb 2021 (1 year 10 months)

Conducted in-depth trend analysis and built short- and long-term volume and headcount forecasts achieving 95%–100% accuracy while developing staffing models and KPI reports to inform strategic planning.

Forecasting Time Series Analysis KPIs Vendor Management SQL Excel Data Analysis

Workforce Management

ABC Financial

Apr 2018 - Apr 2019 (1 year)

Identified process and coverage gaps, documented procedures and implemented tools to streamline workforce operations including forecasting, scheduling, real-time adherence and reporting.

Workforce Management Forecasting Scheduling Real Time Adherence Reporting Process Improvement Agent Skill Management

Workforce Management

Palladio Services

Oct 2017 - Mar 2018 (5 months)

Documented and implemented workforce management processes and tools, defined roles, trained staff and implemented a shift-bid process while automating reporting and forecasting.

Workforce Management Forecasting Shift Bidding Training Scheduling

Workforce Management

Working Solutions

Oct 2012 - Oct 2017 (5 years)

Oversaw and coordinated operations for multiple contact centers, compiling, analyzing and communicating performance reports to leadership and client stakeholders.

performance reporting Client Communication Forecasting Scheduling Workforce Optimization Remote Management