Lindsay Jama
Norwood,MA
Summary
Workforce planning analyst specializing in scheduling optimization and trend analysis. Led initiatives that enhanced workforce management and created performance dashboards, resulting in improved operational efficiency and informed strategic decisions.
Overview
9
9
years of professional experience
Work History
Short-Term Planning Analyst
Block Inc
Norwood, MA
12.2023 - 02.2026
- Collaborated with leadership to develop and implement workforce planning strategies for multi-site contact center supporting voice, email, and messaging channels.
- Oversee tactical scheduling across multiple locations using NICE/IEX, Mercury, and Amazon Connect to align staffing with forecast demand and operational KPIs.
- Lead workforce management initiatives including BPO onboarding, Slack SLA alert automation, and development of WFM SOPs and internal guidebooks to improve operational consistency and response times.
- Produced operational reporting and performance dashboards using Looker and Google Workspace, enabling leadership to track SLA performance and workforce efficiency.
Senior Workforce Analyst
Constant Contact
Waltham, Massachusetts
01.2020 - 12.2023
- Conducted analysis of call volume trends and staffing utilization to provide actionable insights to operations leadership.
- Developed schedules utilizing NICE/IEX and Genesys to optimize service level performance.
- Oversaw scheduling operations for onboarding new hires and organized activities to enhance occupancy.
- Coordinated PTO holiday bidding and managed overtime to uphold service standards.
Workforce Hybrid Analyst (Real-Time & Scheduling)
Mercer
Norwood, MA
12.2016 - 01.2020
- Executed schedule adjustments to ensure consistent service delivery throughout the day.
- Monitored call volume and service levels in real-time to meet established targets.
- Conducted daily performance reports for each site, providing insights for operational improvements.
- Served as interdepartmental liaison between call center and business unit stakeholders.
Education
Bachelor of Arts - Social Work
Bridgewater State Universtiy
Bridgewater, MASkills
- Workforce planning
- Scheduling optimization
- Capacity management
- Resource allocation
- Operational reporting
- Performance dashboards
- Trend analysis
- Process improvement
Timeline
Short-Term Planning Analyst
Block Inc
12.2023 - 02.2026
Senior Workforce Analyst
Constant Contact
01.2020 - 12.2023
Workforce Hybrid Analyst (Real-Time & Scheduling)
Mercer
12.2016 - 01.2020
Bachelor of Arts - Social Work
Bridgewater State Universtiy