GRACIELA THOMPSON
BALTIMORE
Summary
Senior WFM & Analytics leader with 15+ years building and running workforce operations across large-scale, omni-channel contact center environments supporting 1,500+ agents. Expert in forecasting, intraday management, performance analytics, and cross-functional leadership. Track record of designing systems from scratch, driving measurable results, and developing high-performing teams — building things, not just managing them.
Overview
29
29
years of professional experience
Work History
Senior Manager, Workforce & Service Performance
Cash App (Block Inc.)
Remote
06.2022 - 12.2025
- Owner: Intraday Operations, Forecasting Support, Queue Launch & Workforce Service Performance
- Directed real-time workforce operations across 1,500+ internal and external agents spanning 8 lines of business (Voice, Messaging, Social, Disputes, Reg E, Risk, Brokerage Ops, Investing) in an omni-channel environment.
- Owned continuous intraday management across 6+ simultaneous queues; executed real-time staffing moves, ADHOC activations, skill routing adjustments, and backlog recovery to protect SLA.
- Delivered structured intraday updates daily to BPO partners, managers, and senior leadership.
- Led forecasting, volume planning, shrinkage analysis, capacity readiness, and scenario modeling across all LOBs and channels, using Erlang C and statistical modeling to build staffing plans that aligned headcount with demand and minimized service level risk.
- Led queue launches for Voice, Lending Borrow Voice, and Messaging — all launches delivered on time and achieved 100% of target goals from day one.
- Closed operational gaps across all LOBs using DMAIC methodology, standardized intraday reporting, unified KPI targets (AHT, occupancy), aligned data sources, and centralized SOPs; improved reporting consistency by 20% within 6 months.
- Resolved BPO AHT issue by identifying root cause as an understaffed internal escalation team on outdated capacity data; rebuilt capacity model, secured headcount, and returned AHT to goal within 3 months.
- Built AI-powered workforce reports using Snowflake and Looker; made build-vs-buy decisions on analytics platforms and standardized reporting used by senior leadership for intraday and capacity decisions.
- Directed WFM oversight for vendors in India (RTA ops) and Latin America (Voice/Messaging); developed internal and offshore RTAs using situational leadership — 6 team members promoted to supervisor/manager roles, including one RTA who achieved full LOB ownership within 4 months.
- Partnered cross-functionally with Compliance, Risk, Training, Product, and Engineering on readiness planning, automation, and root cause resolution.
- Remote
Real-Time Adherence Specialist
Working Solutions
Remote
01.2014 - 05.2022
- Monitored and analyzed intraday staffing metrics and SLA compliance to enhance operational efficiency in contact center programs.
- Implemented schedule optimization and skill routing adjustments to enhance operational efficiency.
- Engaged with program leadership to ensure staffing plans met service expectations and fostered consistent performance outcomes.
- Managed remote work environments to support team engagement and project continuity.
Senior Level II Call Center Manager
Visa Inc.
Miami, FL
01.2008 - 01.2011
- Led operations and workforce performance across 1,000+ agents in a high-volume financial services contact center, partnering with WFM, QA, and offshore teams to meet service level and business objectives.
- Managed the full employee lifecycle, including hiring, onboarding, training, coaching, scheduling, performance management, and quality audits.
- Directed the successful transition of the Baltimore call center to Miami, overseeing staffing, training, process implementation, and operational readiness.
- Managed offshore BPO partner (TeleTech – Manila), aligning workforce planning, QA standards, service delivery, and compliance across multiple departments.
- Supported WFM functions, including forecasting, real-time adherence (RTA), schedule planning, and performance reporting to ensure SLA achievement.
- Drove service delivery improvements and operational efficiency through process optimization and cross-functional collaboration.
- Improved QA scores by 10% (to 90%+) for the Philippines BPO team by identifying communication gaps and implementing targeted coaching programs with Training.
Call Center Manager
Visa Inc.
Owings Mills, MD
01.1997 - 01.2008
- Led a customer service team of over 60 members, overseeing performance management, coaching, quality monitoring, and workforce coordination.
- Led full onboarding, training, and professional development programs for frontline employees; improved compliance and customer satisfaction through workflow enhancements and targeted coaching.
- Supported workforce planning activities, including real-time adherence monitoring, staffing coverage analysis, and volume trend reporting to maintain consistent service performance.
- Built and sustained a high-performing team culture through consistent coaching, accountability frameworks, and development planning — multiple team members advanced into leadership roles.
Education
Bachelor of Science - Business Administration
University of Pennsylvania
Philadelphia, PA06-1997
Skills
- Contact Center Platforms: NICE, Amazon Connect, Five9, Avaya, Sprinklr (experience transferable to Genesys)
- Workforce Management & QA: Assembled, Aspect E-WFM, Zendesk WFM, Zendesk QA, Playvox, UKG (Ultipro)
- Workflow & Ticketing: Jira (defect tracking, workflow management, cross-functional coordination; experience transferable to ServiceNow)
- Analytics & Data Visualization: Snowflake, Tableau, Looker, Power BI, Mode, Salesforce, Advanced Excel, Google Sheets
- Project & Operations Tools: Project Management, Change Management, Roadmap Execution, Cross-Functional Coordination, Documentation Governance
- Methods & Modeling: Erlang C, Queueing Theory, Statistical Modeling, Scenario Planning, Shrinkage & Capacity Modeling
- Languages: English & Spanish (Fluent)
Accomplishments
- Identified significant operational fragmentation across 5 lines of business at Cash App — including inconsistent reporting cadences, incomplete SOPs, and misaligned data sources between forecasting and real-time teams — and applied a Six Sigma DMAIC approach to close the gaps, resulting in standardized intraday reporting, unified KPI goals across all LOBs, and a centralized SOP library within 6 months that gave leadership a reliable operational picture and faster response to service level risks.
- Consistently applied situational leadership across teams, starting with structured hands-on guidance and progressively stepping back as capability grew — resulting in 6 team members promoted to supervisor or manager roles throughout career, including an RTA who went from needing close direction to full independent ownership within 4 months before being promoted to scheduler.
CORE COMPETENCIES
- Workforce Planning & Forecasting
- Intraday Management
- SLA/ASA Governance
- Capacity Planning
- Omni-Channel Queue Optimization
- Performance Analytics & Dashboarding
- KPI/OKR Development
- Budget & Cost Management
- Cross-Functional Leadership
- Team Development & Coaching
- BPO/Vendor Management
- Six Sigma / DMAIC
- Data Storytelling
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Manager, Workforce & Service Performance
Cash App (Block Inc.)
06.2022 - 12.2025
Real-Time Adherence Specialist
Working Solutions
01.2014 - 05.2022
Senior Level II Call Center Manager
Visa Inc.
01.2008 - 01.2011
Call Center Manager
Visa Inc.
01.1997 - 01.2008
Bachelor of Science - Business Administration
University of Pennsylvania