Ashley Gounden
Performance-driven Workforce Management professional
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About
Performance -driven Workforce Management professional with 5 years of experience in the BPO sector. specialized in accurate forecasting, strategic scheduling, and real-time intraday management to consistently meet client SLAs. I am a dual-certified professional holding a diploma in project management and Lean six sigma green belt, focused on driving operational efficiency and executing complex process improvement projects.
Experience
Workforce Resource planning and management at Kura (2025-04 – 2025-09)
- Strategic Forecasting- Utilizing historic trends to ensure accurate forecasting and scheduling generation to meet clients SLAs
- Capacity Planning – Manage Capacity plans, headcounts, and process improvements to optimized resource allocation
- Intraday Management – Oversee shrinkage profiles, agent availability, and mitigation actions for shortfalls.
Workforce Manager at CCI (2023-04 – 2024-06)
Promotion path from Sales Agent to Workforce manager
- Led site -wide WFM implementation and managed scheduled vs required headcount
- Ensured all SLA targets were met through intuitive trend analysis and forecasting
Planning Analyst at CCI (2021-05 – 2023-05)
- Analyzed CHT, shrinkage profiles, and agent availability to mitigate staffing risks.
- Managed leave requests and intraday performance (IDPs) to maintain operational balance.
Real-Time Administrator at CCI (2019-06 – 2021-05)
- Managed agent behavior, attendance, and skilling updates in real-time environment.
- Primary point of contact for client updates and End of Day reporting.
Education
Diploma in Project Management
Green Belt in Lean Six Sigma
National Senior certificate – Phoenix Secondary School
