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Rafael Bermudez

@rafaelbermudez

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Workforce Management specialist with 19+ years’ contact center expertise in forecasting and capacity planning.

Costa Rica

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What I'm looking for

I’m looking for a role where I can own forecasting and capacity planning, drive schedule and cost efficiency, and use data analysis to improve KPIs—while collaborating with cross-functional teams and supporting continuous improvement.

I’m a Workforce Management specialist with 19+ years of experience in the contact center industry, focused on forecasting and capacity planning. I generate volume forecasts and staffing plans (short and long term) using business trends and seasonality, and I coordinate strategic resource distribution to improve schedule and cost efficiency.

Across my roles, I’ve led continuous improvement initiatives, built and maintained historical and real time dashboards and Leadership and Teamwork reports, and organized monthly and quarterly business reviews for internal and external stakeholders. I also use advanced forecasting methodologies—trend analysis, statistical modeling, and scenario planning—to support decision-making in multi-skill environments (Chat, Email and Phone), while ensuring data integrity and maintaining standard operating procedures for the WFM team.

Experience

Work history, roles, and key accomplishments

Workforce Management Lead

Language Line CR

Jun 2015 - Feb 2026 (10 years 8 months)

Generated volume forecasts and short- and long-term staffing plans based on business trends and seasonality. Coordinated strategic resource distribution, maintained real-time and historical dashboards, and led continuous improvement initiatives to meet financial goals and KPI objectives.

Forecasting Capacity Planning Strategic Planning KPI Management Dashboards Continuous Improvement Data Analysis

Senior Workforce Analyst

Amazon Support Services

Jun 2020 - Feb 2023 (2 years 8 months)

Analyzed queue behavior across multi-skill environments (chat, email, and phone) using historical and current data. Built advanced forecasting models using trend analysis, statistical modeling, and scenario planning to support staffing decisions, while maintaining WFM standard operating procedures and data integrity.

Queue Analysis Statistical Modeling Scenario Planning Data Integrity Multi Skill Scheduling Standard Operating Procedures Trend Analysis

Scheduler and RTA

Pacific Interpreters CR

Sep 2010 - Jun 2015 (4 years 9 months)

Managed daily scheduling and activity maintenance in the Verint scheduling tool to support schedule adherence. Performed intraday management with response planning, and handled employee time-off and overtime requests.

Intraday Management Workforce Scheduling