From Challenges to Opportunities: Synchronizing Teams for Success
6 May 2025 l Free CX Network Webinar Series
Victor Hernandez Saldana
Manager Workforce Management ALDO GroupI am a recognized expert in Workforce Management (WFM), Contact Center Operations, and Capacity Planning, with a deep understanding of how data-driven strategies impact business success. With extensive experience leading teams of up to 250 agents and supervisors across B2B and B2C sectors, I specialize in strategic workforce planning, financial forecasting, and operational efficiency to optimize customer service operations. My expertise spans forecasting, scheduling, real-time management, and long-term capacity planning, ensuring businesses maintain the right balance of resources, efficiency, and customer experience. I leverage advanced analytics, AI-driven automation, and predictive modeling to enhance workforce strategies, minimize costs, and drive sustainable growth. Beyond technical acumen, I bring a financially strategic approach to WFM, aligning workforce investments with business goals to maximize ROI. I have successfully implemented budget-conscious staffing models, streamlined operational costs, and introduced scalable solutions that adapt to fluctuating demand while maintaining service excellence. As a thought leader in WFM, I thrive on solving intricate workforce challenges, whether through process optimization, training innovations, or technology integrations. My leadership philosophy is rooted in relationship management, adaptability, and continuous improvement, enabling me to drive transformation in multi-channel, global contact center environments. A firm believer in turning workforce challenges into competitive advantages, I am passionate about sharing industry-leading WFM strategies that empower organizations to enhance efficiency, elevate customer satisfaction, and future-proof their workforce operations.
Day One - 6 May 2025
10:00 AM CASE STUDY: ALDO Group Optimizing Workforce Management for a Global Retail Contact Center
ALDO Group, a leading global footwear and fashion retailer, operates a high-volume contact center that supports customer inquiries, order management, and omnichannel customer experiences across multiple regions. With a presence in over 100 countries and a diverse customer base, managing workforce efficiency while delivering seamless service across multiple time zones and languages required a data-driven, AI-powered workforce management (WFM) transformation.
By implementing AI-driven forecasting, real-time performance analytics, and intelligent automation, ALDO Group improved scheduling accuracy, optimized labor costs, and enhanced agent performance while ensuring a superior customer experience.
Key Challenges
- ALDO’s contact center faced significant variations in call, chat, and email volume due to seasonal trends, promotional campaigns, and regional shopping behaviors.
- Manual scheduling processes led to an imbalance between agent availability and customer demand, impacting service levels.
- Inconsistent workload distribution and a lack of real-time performance management impacted turnover and employee satisfaction.
- Delays in response times and uneven service quality across different regions affected customer satisfaction scores.
The WFM Transformation
To optimize workforce management, ALDO Group deployed an advanced AI-powered WFM system that introduced:
- Unified workforce management across voice, chat, email, and social media, improving response times by 35 percent.
- Implemented live dashboards to monitor agent efficiency, customer wait times, and resolution rates, enabling instant adjustments to workforce allocation.
- AI-driven dynamic scheduling reduced idle time by 28 percent and improved service coverage during high-demand periods.
- Introduced AI-powered coaching, performance-based incentives, and self-service scheduling tools, reducing attrition by 20 percent.
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