JOSUE FELIX
Norwalk,CT
Summary
Workforce management and capacity planning leader with 15+ years in contact center operations. Leads eight analysts across three locations, supports staffing strategy for 8,000+ internal and 1,000+ BPO agents, and partners with senior leaders on vendor transitions, forecast accuracy, and workforce development.
Overview
20
20
years of professional experience
Work History
Sr. Manager, Workforce Management
Spectrum
Stamford, CT
01.2020 - Current
- Developed an AI-assisted tool on an internal Claude-powered platform to compare historical performance against staffing plans, identify trends behind service-level misses, and generate recommendations for analyst review. The tool handles much of the initial analysis, leaving analysts more time to validate findings and address other staffing priorities.
- Identified staffing gaps through workforce modeling and secured approval for 48 additional internal agents, all subsequently hired. The added staffing closed operating-hour coverage gaps and met service-level commitments.
- Coordinated site selection for expanded hours, managed shift bids, and resolved staffing gaps during three-year vendor exit while maintaining service-level goals across 22 sites and 32 sales and retention queues.
- Introduced four-day/10-hour schedules for 324 agents from an eligible population of 1,000 across two locations, reducing break and lunch coverage gaps without additional overtime.
- Implemented alternate-holiday program projected to save $950K annually, coordinating eWFM requests and process guidance to enable agents to elect paid time off instead of holiday premium pay.
- Coached three analysts to lead leadership calls and coordinate requests, recommending and securing their promotions to Senior Analyst, while hiring four employees from other departments through an internal development program for aspiring Workforce Analysts.
Manager, Workforce Management
Spectrum
Stamford, CT
01.2019 - 12.2019
- Developed staffing models for the bilingual Small Business launch, aligning schedules with projected demand and meeting daily service-level commitments through the first 60 days.
- Established weekly forecasting review calls for analysts to identify issues, challenge assumptions, and recommend adjustments, enhancing forecast accuracy by 3–5%.
- Developed a daily audit that cross-referenced agent and skill assignments, identifying errors that excluded agents from staffing reports. Reduced agent-coding errors from 17% to 3%.
- Replaced three legacy forecasting templates with one standardized spreadsheet across Charter, Time Warner Cable and Bright House. This made historical inputs, assumptions and calculations consistent and easier to review.
- Cross-trained forecasting and scheduling analysts to enhance team coverage and facilitate vacation coverage without off-day support calls.
Forecasting & Staffing Analyst
Spectrum
Stamford, CT
01.2017 - 12.2018
- Replaced manual data pulls with SQL-connected forecasting workbooks and Tableau/Power BI dashboards, writing underlying queries and implementing automated KPI refreshes for streamlined reporting.
- Presented scheduling scenarios to leadership, comparing overtime, time-off restrictions, and shift-bid options to optimize staffing solutions.
- Partnered with Marketing to assess anticipated contact volume for Spectrum package launch, coordinating internal overtime and vendor support to effectively manage increased demand.
Forecast & Staffing Analyst
Altice USA
Bethpage, NY
01.2014 - 12.2016
- Developed a tracker linking marketing campaigns and product launches to contact-volume trends, revealing 10–20% higher volume during campaigns to enhance future demand forecasts.
- Reduced holiday staffing, enabling time off while aligning availability with post-holiday demand and ensuring coverage for peak days.
- Coordinated staffing counts and next-day schedules during Winter Storm Jonas, facilitating hotel accommodations and ensuring next-day coverage despite 60% agent absence.
Traffic Analyst (Special Teams)
Cablevision Optimum
Jericho, NY
01.2007 - 12.2013
- Provided real-time workforce support for 500 agents across three queues to ensure optimal service levels.
- Reallocated agents and adjusted breaks to address real-time staffing gaps across three queues, maintaining service continuity.
- Managed staffing adjustments during pay-per-view service disruption by reallocating breaks and requesting supervisor support for additional phone coverage.
- Helped implement bulk uploads into the workforce platform, cutting processing time for approximately 50 approved workforce requests from 12 to 4 minutes. Supported a daily volume exceeding 200 requests.
Education
B.S. - Database Applications
Southern New Hampshire University
01-2021
A.S. - Computer Networking Operations
Katherine Gibbs College
01-2003
Skills
- Analyst training programs
- Technology: eWFM Aspect/Alvaria, SQL, Power BI, Tableau, Excel, Access
- Workforce analysis
- Staffing models
- SQL reporting
- Forecasting models
- Workforce technology management
- Resource allocation
- Scheduling optimization
- Process optimization
- External partnership coordination
- Data analysis
- Stakeholder management
- Interdepartmental collaboration
- Problem solving
- Team leadership
Timeline
Sr. Manager, Workforce Management
Spectrum
01.2020 - Current
Manager, Workforce Management
Spectrum
01.2019 - 12.2019
Forecasting & Staffing Analyst
Spectrum
01.2017 - 12.2018
Forecast & Staffing Analyst
Altice USA
01.2014 - 12.2016
Traffic Analyst (Special Teams)
Cablevision Optimum
01.2007 - 12.2013
B.S. - Database Applications
Southern New Hampshire University
A.S. - Computer Networking Operations
Katherine Gibbs College