Laura has been in the BPO industry as a Workforce Management and Reporting specialist since 2010, for both Nearshore and Offshore operations. She is an expert on capacity and staff planning, KPI statistics and Lean Six Sigma Projects.
Laura also oversees the operation's measurement of agent productivity and schedule adherence, working closely with the Operations Manager of each program. She lead the design and implementation of our WFM digital transformation projects, including Robot Process Automation (RPA) for our schedule adherence and productivity programs. These automated tools were implemented across all Callzilla programs to benefit each of our clients, and ensure a high standard of productivity.
Check out this page for more information on Laura’s WFM Productivity Management Tools.