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Erion Kaceli

@erionkaceli

I lead workforce management teams, optimizing contact center operations through forecasting, analytics, and continuous improvement.

Albania

Message

What I'm looking for

I'm looking to lead workforce management and process improvement initiatives where I can develop talent, apply data-driven planning, and improve contact center performance.

At Teleperformance Albania, I lead a Workforce Management team of analysts and coordinators delivering WFM solutions for key accounts.

I've spent more than ten years improving forecasting, capacity planning, workforce analytics, budgeting, and contact center operations. As a Lean Six Sigma Black Belt, I use data-driven decision-making and continuous improvement to pursue operational excellence and customer satisfaction.

I recruit, train, and mentor WFM talent while building a proactive, empowering, and productive work environment. I stay current with industry best practices to ensure processes meet and exceed COPC standards.

Experience

Work history, roles, and key accomplishments

Current

WFM Manager

Current

Teleperformance

Oct 2015 - Present (10 years 10 months)

Oversee a team of analysts and coordinators to deliver optimal workforce management solutions for key accounts. Apply data-driven decision-making and continuous improvement to achieve operational excellence and customer satisfaction.