FIRESIDE CHAT: Optimizing Workforce Management for a Global Retail Contact Center

Victor Hernandez Saldana, Manager Workforce Manager, ALDO Group joins us to discuss optimizing WFM in the 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. Questions we will be asking include: 

1)     How did ALDO strike the balance between human intuition and AI-driven decision-making in reimagining workforce management across so many regions and customer touchpoints

2)     Seasonality, regional habits, and omnichannel complexity — what was the 'aha moment' that made ALDO realize traditional scheduling models were no longer enough?

3)     Real-time performance management can sound intimidating — how did you turn live dashboards and AI analytics into a tool for empowerment rather than micromanagement?

4)     Reducing idle time by 28% and attrition by 20% are massive wins — what were the key cultural or operational shifts behind making those numbers a reality?

5)     How has dynamic, AI-driven scheduling transformed not just service delivery but also the employee experience across ALDO’s global contact centers?

6)     Looking forward, how do you envision the next evolution of AI-powered WFM at ALDO — is it about predictive talent management, hyper-personalized coaching, or something even more disruptive?