Freelancer profile translated to English.

Description

Global leader in Workforce Management (WFM) and resource planning, with 20+ years of experience in BPO and large-scale customer relationship centers.

Expert in international WFM standardization and governance, I have led the optimization of operational models across scopes of up to 380,000 agents.

Strategic partner to executive management, I lead complex multi-country transformations, unite teams, and deploy innovation levers (RPA, AI) generating sustainable gains in performance, efficiency, and profitability.

Languages

French
Native or bilingual
English
Fluent
Italian
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km), Metz (up to 50km), Nancy (up to 50km), Thionville (up to 50km)

BOUYGUES TELECOM
On Malt
WFM Planning and Workload Curve Audit
TELECOMMUNICATIONS
January 2026 - February 2026 (1 month)
Meudon, France
1) Redesign of workload curves ensuring optimal balance between client needs, internal center needs, and subsidiary.
2) Study of planning rules for the subsidiary call center and proposal for optimizations while maintaining a social framework compatible with employee retention goals.
Resource Planning Forecast Data Analysis
TP
Head of Improvement Workforce Efficiency - Global VP
January 2024 - October 2025 (1 year and 9 months)
- WFM and operational efficiency standards: redesign and international deployment in less than a year.
- Strategic partnership: consulting and audits for executive and WFM management to continuously improve WFM processes and practices.
- WFM tools transformation (Nice IEX...) and worked hours reconciliation: business needs, process design, implementation, and supplier strategy.
- Innovation: increasing performance and efficiency through AI/RPA implementation and process automation.
WFM Operational Performance Strategic Planning Planning Innovation
Majorel
Head of Global WFM Hub - Global Director
January 2019 - December 2023 (4 years and 11 months)
- WFM and operational efficiency standards.
- Management of the global client mentors team: standardization of multi-country WFM processes & tools for consistency and operational excellence.
- Management of a major outsourcing transition across 12 sites, ensuring WFM integration without delay and with 0 service interruption.
- WFM tools transformation (Verint & Timesquare) and worked hours reconciliation.
- Strategic support for global RFPs: sizing, pricing, and model optimization.
WFM Operational Performance Strategic Planning Planning White Paper Writing