Jamaire Ruffin
@jamaireruffin
Senior workforce analyst driving data-led workforce planning and operational efficiency.
United StatesWhat I'm looking for
I am a senior workforce analyst with 10+ years of experience delivering workforce planning, forecasting, and performance analytics across finance, insurance, technology, healthcare, education, and government sectors. I translate complex operational data into actionable insights that improve efficiency, cost optimization, and service levels.
I have led forecasting, scheduling, intraday management, and executive reporting using tools such as Tableau, Power BI, ThoughtSpot, Genesys, Calabrio, Amazon Connect, Salesforce, and advanced Excel. My work includes designing executive dashboards, developing SOPs, and supporting enterprise migrations while ensuring data consistency and operational continuity.
I partner cross-functionally with operations, HR, and senior leadership to drive labor optimization, process improvement, and global multi-site workforce support, consistently meeting or exceeding SLA and performance targets.
Experience
Work history, roles, and key accomplishments
Senior Workforce Analyst
Navan
Dec 2024 - Sep 2025 (9 months)
Provided global workforce planning and analytics for customer support across U.S., Australia, Europe, India, and the Philippines; designed executive dashboards and improved SLA attainment through intraday performance management.
Workforce Management Analyst
Kemper Insurance
Sep 2021 - Dec 2024 (3 years 3 months)
Led forecasting, scheduling, and workforce analytics for multiple insurance contact center units; built Tableau dashboards and managed real-time callflows to ensure SLA compliance.
Workforce Management Specialist
North Texas Tollway Authority
Mar 2021 - Sep 2021 (6 months)
Created and optimized schedules for phone and in-person contact center operations and developed Power BI reports to improve stakeholder transparency and onboarding planning.
Customer Integration Coordinator
ASD Healthcare
Dec 2019 - Jan 2021 (1 year 1 month)
Prepared business profiles, billing statements, and operational reports using Salesforce; reconciled orders and payments for 250+ accounts weekly ensuring data accuracy and compliance.
Engineering Technician
Louisiana Department of Transportation & Development
Jun 2018 - Dec 2019 (1 year 6 months)
Supported infrastructure projects through budget tracking, timeline development, inspections, and stakeholder coordination, contributing to seven projects completed on time and at or under budget.
CILed workforce optimization for large-scale credit card collections operations supporting major portfolios; developed SOPs and data-driven strategies that exceeded quarterly and annual performance targets.
Education
Degrees, certifications, and relevant coursework
CPConcordia University Portland
Master of Business Administration, Global Business Management
Completed a Master of Business Administration with a focus on Global Business Management.
UMUniversity of Louisiana at Monroe
Bachelor of Arts, Business Management
Earned a Bachelor of Arts in Business Management covering core business and management principles.
PCPearl River Community College
Associate of Arts, General Studies
Completed an Associate of Arts in General Studies providing foundational coursework across multiple disciplines.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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