Summary
Overview
Work History
Skills
Timeline
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David Pooran

Union,New Jersey

Summary

Strategic Workforce Management Leader with 10 years of experience optimizing staffing models and elevating service performance across diverse markets. Proven expertise in driving cost efficiency through data-driven forecasting, scheduling, and productivity analysis. Known for cross-functional collaboration with C-suite and operational leaders to align workforce strategies with business objectives, improve resource utilization, and support scalable growth.

Overview

10
10
years of professional experience

Work History

Strategic Workforce Manager

Avis Budget Group
Parsippany, USA
12.2024 - Current
  • Architect and lead end-to-end capacity planning and workforce optimization across 1,000+ Avis Budget Group locations worldwide, with primary focus on the U.S. and Canadian markets—key revenue drivers—ensuring scalable staffing models tightly aligned with transactional demand and elevated service standards while meeting rigorous salary and wage budget targets.
  • Design and manage dynamic labor cost and hiring models, incorporating salary and wage forecasting, operational expense per FTE, and overall labor P&L impact, delivering strong financial controls to optimize labor spend and maximize ROI.
  • Leverage advanced data analytics and predictive modeling to monitor workforce productivity and cost efficiency, driving targeted hiring and scheduling decisions that reduce overtime spend and improve labor utilization without compromising service quality.
  • Collaborate closely with Finance, Controllership, and Business Intelligence teams to validate and reconcile transactional forecasts with actual volume trends, ensuring capacity plans support P&L goals and allow agile response to market fluctuations.
  • Deliver actionable workforce insights and performance reports to Directors and senior leaders, including C-suite stakeholders in Operations and HR, enabling informed decisions on labor investments, cost management, and risk mitigation.
  • Champion cross-functional alignment with HR, Talent Acquisition, Legal, and Regional Operations to ensure workforce strategies comply with diverse labor laws, union contracts, and regional regulations, balancing operational needs with cost control.
  • Drive continuous improvement initiatives and workforce planning innovation aligned with Avis Budget Group’s financial and strategic objectives, enhancing operational agility and supporting sustainable growth in competitive markets.
  • Lead change management efforts to embed a culture of data-driven workforce planning and financial accountability, fostering performance excellence across distributed teams.

Workforce Manager

HelloFresh
New York, USA
07.2022 - 12.2024
  • Implemented the design and execution of a multi-brand workforce management strategy supporting HelloFresh, Factor, GreenChef, Good Chop, and Pets Table across U.S. and Canadian markets.
  • Directed a geographically distributed workforce management team of 35 direct reports across internal and BPO partners, overseeing 1,000+ FTEs and ensuring alignment with performance goals and SLAs.
  • Engineered long-term and short-term capacity planning models to optimize staffing for complex, multi-site operations; improved forecast accuracy by 18% year-over-year.
  • Led annual WFM budget planning, reducing cost per interaction by 12% and aligning labor spend with business growth targets through data-driven modeling and hiring decisions.
  • Collaborated with Finance, HR, Talent Acquisition, and Ops to align workforce strategy with real-time hiring needs, union guidelines, and state labor laws.
  • Built executive-level dashboards and reporting cadence with C-suite leaders to review workforce productivity, staffing risks, and cost-to-serve trends.
  • Drove continuous improvement across all WFM disciplines (forecasting, scheduling, intraday) by implementing automation and AI-based volume trend modeling, reducing manual workload by 30%.
  • Partnered with BI and IT to integrate WFM tools with reporting platforms (Power BI, Tableau), enabling real-time decision-making and operational agility.

Senior Workforce Management Supervisor

Dish Network Satellite TV & Dish Wireless
New York
11.2015 - 07.2022
  • Led the WFM strategy and real-time operations for Dish’s domestic and international BPO network, supporting over 2,000 agents across multiple service lines.
  • Led a team of analysts responsible for service-level attainment, interval staffing accuracy, and intraday performance across high-volume contact centers.
  • Delivered precise volume forecasts and capacity models, improving forecast accuracy by 20% and reducing unplanned labor costs by over $750K annually.
  • Orchestrated the transition of WFM planning processes into centralized, standardized formats across vendors, enhancing governance and control.
  • Collaborated with Operations and Workforce leadership to launch shift optimization and schedule flexibility models, increasing agent utilization by 14%.
  • Served as strategic liaison between WFM and Finance, ensuring workforce plans aligned with P&L goals and variable staffing cost models.
  • Implemented continuous improvement frameworks and KPIs to benchmark partner performance and drive accountability across BPO vendors.
  • Played a key role in preparing WFM data and presentations for senior leadership reviews, operational planning meetings, and budgeting cycles.

Skills

Workforce Strategy & Optimization

Workforce Management Capacity Planning Long-Range Labor Modeling Global Capacity Strategy Strategic Workforce Alignment Performance Optimization Overtime & Shrinkage Reduction BPO Operations Management

Financial & Operational Planning

Budgeting & Cost Management Labor Cost Modeling ROI-Driven Hiring Strategy Forecast Accuracy Improvement Union & State Compliance P&L Awareness

Leadership & Collaboration

Team Leadership Stakeholder Management & Alignment C-Suite & Senior Leader Collaboration Cross-Functional Influence Change Management Coaching & Development

Technology & Tools

UKG PRO WFM UKG Strategic Workforce Planner Genesys Calabrio Alvaria NICE Zendesk Talkdesk WFM System Optimization

Data & Analytics

Forecasting & Reporting Automation Data-Driven Decision Making Excel Power BI Tableau SQL Python

Timeline

Strategic Workforce Manager

Avis Budget Group
12.2024 - Current

Workforce Manager

HelloFresh
07.2022 - 12.2024

Senior Workforce Management Supervisor

Dish Network Satellite TV & Dish Wireless
11.2015 - 07.2022

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David Pooran