David Pooran
UNION,NJ
Summary
Enterprise workforce and operations leader with 10+ years of experience building and leading workforce strategy, labor planning, and operating models across large-scale, multi-site environments. Proven ability to translate business demand into workforce investment, organizational capacity, staffing strategy, and operational performance while influencing labor cost and Salary & Wages outcomes. Experienced in building and leading workforce transformation initiatives spanning strategic workforce planning, forecasting, scheduling, workforce technology, and performance management. Trusted strategic partner to senior leadership across Operations, Finance, HR, and Talent Acquisition, translating complex workforce and business data into decisions that support scalable growth, financial performance, and operational execution.
Overview
11
11
years of professional experience
Work History
Strategic Workforce Manager
Avis Budget Group
Parsippany, New Jersey
11.2024 - Current
- Direct enterprise workforce strategy across the U.S. and Canada, supporting a $9B North American business generating 175M+ rental days and 18M+ transactions annually across Avis Budget Group’s Avis, Budget, and Payless brands, spanning airport operations, fleet, and supply chain.
- Lead a 25-person enterprise workforce management organization comprising 4 Operational Excellence leaders, 18 Scheduling specialists, 1 Capacity Planning leader, 1 UKG WFM Administrator, and 1 People Analytics & Reporting leader; establish strategy, operating priorities, governance, and accountability across workforce planning, scheduling, capacity, systems, and performance.
- Own a $700M annual labor and operational financial plan across 250 cost centers, supporting 10,000+ employees across Operations, Fleet, and Supply Chain; translate enterprise demand, productivity targets, and operating strategy into workforce investment requirements.
- Partner with Finance and Controllership to build, align, and lock the annual workforce spend plan, leading monthly reforecasting against actual spend and evolving business assumptions to maintain financial discipline and inform future workforce and hiring requirements.
- Built the enterprise workforce management operating model spanning labor-demand planning, capacity planning, scheduling, and time & attendance, establishing the governance, processes, system requirements, and operating cadence used to translate business demand into workforce requirements and labor execution across the enterprise.
- Built the enterprise labor model connecting business demand to labor investment, translating six volume drivers and productivity standards into labor hours, FTE requirements, and financial requirements across 18 job codes and 250 locations, incorporating location-specific operating requirements and collective bargaining agreement (CBA) constraints.
- Designed and own the enterprise labor-demand planning framework, governing the system inputs, forecasting methodology, and business assumptions that generate staffing requirements for every location; leverage 13-week historical demand patterns across six volume drivers to produce granular requirements down to 15-minute intervals across 18 job codes.
- Built and deployed the enterprise Strategic Workforce Planning (SWP) capacity model, converting forecasted demand, productivity standards, attrition, operating assumptions, and location-specific requirements into future FTE requirements and hiring plans across all 250 locations.
- Integrated workforce capacity planning with enterprise talent strategy, partnering with HR and Talent Acquisition to translate projected FTE requirements into location- and job-specific hiring plans, incorporating attrition, turnover trends, hiring lead times, and future demand.
- Lead Operational Excellence as the field workforce-performance function, directing weekly workforce and financial reviews with District leadership and channeling actionable insights to Regional Managers and Area Vice Presidents on labor spend, cost per FTE, wage targets, location productivity, and staffing efficiency.
- Establish enterprise labor-performance governance by comparing actual volume and hours worked against ideal labor hours, identifying productivity gaps, forecast variance, and workforce inefficiencies and partnering with operational leadership to align staffing and spend with actual demand.
- Own enterprise scheduling strategy for 10,000+ employees, directing preplanned scheduling, time-off management, and UKG Advanced Scheduling shift-bidding strategy to align workforce coverage with forecasted demand, productivity expectations, operating constraints, and labor budgets.
- Lead enterprise UKG Pro WFM strategy and implementation, establishing configuration governance, labor-demand inputs, scheduling processes, and time & attendance capabilities while directing ongoing system enhancements to support the enterprise workforce operating model.
- Establish enterprise productivity and workforce-performance visibility by tracking cost per FTE and cost per transaction across regions, cities, and districts and benchmarking performance against historical trends and prior-year same-week results to drive operational and labor-efficiency decisions.
Global Workforce Manager
HelloFresh
Newark, New Jersey
06.2022 - 11.2024
- Managed global workforce management strategy across HelloFresh, Factor, Green Chef, Good Chop, and Pet’s Table, supporting international customer operations and a production environment exceeding 1M boxes per week.
- Led capacity and financial workforce planning across an omnichannel operation spanning voice, chat, and email, translating production forecasts into customer contact demand, staffing requirements, labor hours, and workforce investment.
- Built the proprietary “Interactions to Boxes” workforce planning model that connected weekly box production and shipping volume to expected customer interactions based on the specific mix of contact types received. Incorporated interaction specific AHT assumptions rather than relying on a one size fits all productivity model, creating a detailed workload model used to forecast staffing requirements and capacity across brands and markets.
- Established workforce performance targets and operating standards across service level, including an 85/15 target, AHT, schedule adherence, and staffing shrinkage. Managed workforce requirements at 30 minute intervals and used variance to forecast reporting to identify demand changes, refine forecasting assumptions, and adjust staffing plans.
- Designed and implemented cross brand workforce strategies including tiered agent structures, cross skill training, and flexible staffing models. Enabled multi skilled agents to support the highest volume brands during demand spikes and implemented concurrent chat handling of up to three customer conversations per agent.
- Managed workforce performance across five major BPO partners, including TaskUs, XtendOps, IBEX, OP360, and HelloConnect, along with European multilingual vendors. Established accountability for service levels, schedule adherence, hours attainment, interval staffing variance, productivity, NPS, and cost per transaction.
- Managed BPO Statements of Work and commercial performance requirements, including protections against unrequested productive hours and a 50% cost penalty when service level failures were attributable to schedule variance or understaffing. Built reporting to compare vendor productivity and cost per transaction, supporting business allocation decisions.
- Implemented customer experience analytics and AI driven quality monitoring through Medallia, identifying agent level outliers such as problematic interactions, premature disconnects, and excessive dead air. Redesigned call wrap codes to provide more granular visibility into contact drivers and workforce demand.
- Partnered with Data and AI teams to automate large scale agent status transitions between voice and chat through Databricks, while managing cross functional workforce initiatives across Operations, Finance, Customer Experience, Analytics, Technology, and BPO leadership.
Senior Workforce Management Lead
Dish Network Satellite TV & Dish Wireless
Flushing, New York
10.2015 - 06.2022
- Supported workforce management and real-time operations for 2,000+ employees within the television business, spanning forecasting, scheduling, service level performance, and intraday workforce execution.
- Supported the implementation of Teleopti WFM, now Calabrio, developing employee-level scheduling rule sets based on availability, skills, scheduling requirements, and operational constraints. Connected employee skills and scheduling configurations to workforce forecasts and required staffing by skill.
- Developed forecasting and capacity planning models that translated historical demand, business requirements, productivity assumptions, and workforce availability into staffing requirements and scheduling needs.
- Transitioned into the emerging DISH 5G Network business following the acquisition and integration of Boost Mobile, Ting Mobile, and Republic Wireless, along with the inbound Genesis Mobile network, supporting the development of workforce planning capabilities for the newly established operation.
- Built the workforce planning model for the 5G network business, establishing forecasting, staffing, scheduling, and capacity planning requirements across newly integrated operations and evolving business needs.
- Developed preference-based scheduling strategies using agent performance tiers to improve schedule fulfillment. Higher-performing agents received greater access to preferred schedules, with top tiers achieving approximately 100% fulfillment while progressively lower tiers received reduced access based on operational needs.
- Partnered with Operations and Workforce leadership on scheduling optimization, staffing coverage, and intraday adjustments, balancing employee preferences with service level and business requirements.
- Provided workforce analysis, reporting, and planning recommendations to leadership, translating operational requirements and forecast changes into actionable staffing and scheduling decisions.
Skills
Workforce & Operations Strategy
Workforce Strategy Operational Performance Management Enterprise Scheduling Strategy Capacity Planning Forecasting & Demand Planning Real-Time Operations Scenario Planning
Financial & Labor Optimization
Labor Cost Management Salary & Wages Optimization Cost per FTE Budget Alignment Financial Forecasting P&L Partnership Workforce Economics
Cross-Functional Leadership
HR & Talent Acquisition Partnership Finance & Controllership Alignment Executive Stakeholder Engagement Organizational Influence Change Management Team Leadership & Development
Systems & Workforce Technology
Workforce System Implementation Advanced Scheduling & Shift Bidding Workforce Platform Systems (UKG Pro WFM, UKG SWP, NICE, WorkJam, Genesys, Calabrio, Alvaria, Workday)
Data Analytics & Reporting
Workforce Analytics Operational Reporting Dashboard Development Tableau Excel SQL Python PowerBI
Timeline
Strategic Workforce Manager
Avis Budget Group
11.2024 - Current
Global Workforce Manager
HelloFresh
06.2022 - 11.2024
Senior Workforce Management Lead
Dish Network Satellite TV & Dish Wireless
10.2015 - 06.2022