Alejandro Zbinden

Drove Performance & Cost Savings: Improved forecast accuracy by 11%, eliminating ~€85K in monthly overstaffing while maintaining service levels above 88%. Technology Transformation: Directed the NICE IEX implementation for the DACH region (1,700+ agents), raising service levels from 80% to 85% and improving operational efficiency by 7%. Data-Driven Leadership: Created executive KPI dashboards that reduced manual reporting by 20+ hours monthly, aligning staffing directly with client P&L objectives.

Optimized Global Costs: Reduced gross labour costs by 15% in 18 months via advanced forecasting and flexible scheduling models. Executed Platform Rollout: Implemented Calabrio Teleopti WFM, increasing scheduling efficiency by 20% and forecast accuracy by 10%. Built High-Performing Team: Recruited and coached centralized WFM team, establishing global standards for planning and reporting.

Architected Efficiency Gains: Spearheaded schedule optimization, increasing agent utilization by 15% for €210K in annual savings. Enhanced Forecasting: Built scalable forecasting model, improving accuracy by 13% and reducing peak-volume service risk. Improved Employee Experience: Launched mobile self-service scheduling, increasing self-service requests by 40% and boosting ESAT scores by 5 points.

- Update current and design new recruiting procedures (e.g. job application and onboarding processes) - Supervise the recruiting team and report on its performance - Review recruitment software and suggest the best option for company needs - Coordinate with department managers to forecast future hiring needs