Robert Pucci

I’m a workforce management and operations leader with 10+ years of experience owning real-time execution, capacity planning, and workforce innovation in large-scale, multi-channel contact center environments supporting federal and enterprise programs.

I’m known for bridging execution and strategy—designing scalable WFM models, optimizing platforms such as NICE CXone, and implementing process improvements that increase efficiency, reduce cost, and enhance customer experience at scale.

In my current role, I own intraday and in-week SLA performance, mitigate SLA risk, and build forecasting, scheduling, and capacity frameworks across multi-program operations. I unify multi-channel data sources to optimize volume forecasting and FTE planning, improving accuracy within 4% while standardizing execution across distributed teams.

I deliver measurable results: shrinkage reduced from 36% to 22%, SLA attainment increased from 62% to 91%, and abandonment reduced from 8% to 2.53%. I’ve also scaled operations to support 18%+ volume growth without service degradation, reengineered IVR routing to lower call drop rate from 9% to 2%, and led end-to-end NICE CXone implementation with zero downtime—while mentoring teams to improve retention and career mobility.