Open to opportunities

Todd van Bronkhorst

@toddvanbronkhorst

Message

Senior workforce analyst optimizing contact center capacity and schedules through data-driven strategies.

United States

Message

What I'm looking for

I seek senior WFM roles focused on forecasting, capacity planning, and schedule optimization in collaborative contact-center environments where I can drive efficiency, mentor teams, and use tools like NICE IEX and Power BI to deliver measurable service improvements.

I am a results-driven senior workforce analyst with over twenty years designing and executing workforce management strategies, including forecasting, capacity planning, and scheduling optimization to improve service levels and operational efficiency.

I build scalable reporting and Excel/BI models, lead medium-to-large projects, support vendor onboarding, and deliver executive-level capacity plans while collaborating cross-functionally to align staffing, hiring, and budget decisions.

Experience

Work history, roles, and key accomplishments

Senior Capacity Management Analyst

Liberty Mutual Insurance

Feb 2013 - Nov 2024 (11 years 9 months)

Developed and maintained short-term capacity plans and forecasting models across multiple contact center functions, aligning staffing with forecasted workload and SLAs. Delivered executive-level capacity plans and scenario modeling to support headcount decisions and improved forecast accuracy by integrating new data sources.

Calabrio Microsoft Excel Power BI Forecasting Capacity Planning

Intraday / Real-Time Scheduling Analyst

Verizon Wireless

Jan 2001 - Apr 2014 (13 years 3 months)

Monitored real-time queues and agent performance across multiple lines of business, executing intraday schedule adjustments to meet SLAs and mitigate service risks. Generated performance reports, coordinated outage responses, and reallocated capacity during coaching and escalations to maintain service levels.

SLA Workforce Planning Reporting