FORECASTING • CAPACITY PLANNING • WORKFORCE STRATEGY
Kinahr Ghazal
Workforce Management Analyst
Professional Summary
- Workforce planning professional with 5+ years of experience across contact center WFM and high volume labor planning, including forecasting, scheduling, capacity planning, and real time management
- Experienced building Excel based capacity models and translating workforce data into staffing and coverage recommendations
- Skilled at communicating capacity risks, staffing tradeoffs, and workforce recommendations to leadership
- Experienced analyzing AI and automation performance to inform workforce planning and operational reporting
Work Experience
Workforce Management Analyst
Holman
- Sole WFM analyst supporting a 50+ person contact center, owning short and long-range forecasting, scheduling, capacity planning, intraday management, overflow vendor support, and system administration
- Led the two week migration from Alvaria Aspect to Calabrio as the primary WFM administrator and functional subject matter expert, rebuilding schedules, workloads, permissions, adherence processes, and core planning workflows.
- Build Excel based monthly capacity models using contact volume, AHT, shrinkage, and staffing availability to recommend coverage levels, eliminating overtime while maintaining service quality
- Analyze historical and real-time demand, service level, AHT, shrinkage, and schedule adherence to maintain forecasts within 3% of actuals and improve adherence to 92%, recommending intraday staffing adjustments when performance shifts
- Redesigned the Saturday shift rotation after identifying recurring coverage gaps, increasing weekend staffing by 20% and improving service level consistency
- Translate workforce data into clear leadership recommendations, highlighting capacity gaps, staffing tradeoffs, and actions for headcount, scheduling, and overflow coverage
- Analyze AI handled call performance across six stores, quantifying roughly 1,000 monthly contacts deflected from live agents and identifying repeat contacts, hang-ups, and unresolved customer needs
Central Flow Lead
Amazon
- Developed and executed daily labor plans supporting 700+ fulfillment center employees
- Led cross-functional teams across five U.S. and Canadian fulfillment centers, supporting daily throughput up to 500,000 units with less than 500 missed units per day
- Provided flow guidance to fulfillment center managers, resulting in a 10% reduction in missed client deliverables over a 6-month period