Lesego Williams
Workforce Management Lead with 6 years experience.
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About
Results-driven Workforce Management Manager with over 5 years of experience in workforce planning, forecasting, and operational optimisation within high-volume customer experience environments. Proven track record in translating operational data into strategic workforce plans that improve service delivery, optimise staffing levels, and drive operational efficiency. Experienced in capacity planning, workforce analytics, scheduling optimisation, and performance reporting across multi-project environments.
Experience
Workforce Management Manager at Alteram Solutions (2021-05 – Present)
Develop and implement workforce planning strategies aligned to operational demand and service delivery targets. Analyse customer interaction volumes and trends to forecast staffing requirements and optimise workforce capacity.
- Develop and implement workforce planning strategies aligned to operational demand and service delivery targets
- Analyse customer interaction volumes and trends to forecast staffing requirements and optimise workforce capacity
- Balance staffing levels with operational workload to ensure effective utilisation of human capital
- Produce workforce analytics and operational reports to support management decision-making
- Manage workforce management systems including NICE and Excel reporting frameworks
- Partner with operational leaders to improve scheduling strategies and workforce productivity
- Identify workforce risks, resource gaps and critical roles to support operational stability
Real-Time Workforce Administrator at Call Force (2020-05 – 2021-05)
Monitored service levels, agent adherence and operational performance across multiple queues. Implemented real-time schedule adjustments to maintain SLA performance.
- Monitored service levels, agent adherence and operational performance across multiple queues
- Implemented real-time schedule adjustments to maintain SLA performance
- Provided workforce insights and operational alerts to supervisors and management
- Analysed call volumes and trends to support workforce forecasting
Customer Service & Retentions Consultant at Discovery, 1Life, Bytes People Solutions, Merchants Vodacom (2015-01 – 2020-12)
Delivered customer service and retention support within high-volume contact centre environments while maintaining strong performance against operational KPIs and service delivery standards.
- Delivered customer service and retention support within high-volume contact centre environments while maintaining strong performance against operational KPIs and service delivery standards
Education
NQF Level 4 in Generic Management (2023-01)
Certification in Class of Business (2019-01)
Certificate in Call Centre & Business Communication – Quest Computer Skills Centre
Matric – Katlehong Secondary School
