Louis Noriega
Placitas,NM
Summary
Dynamic and analytical Workforce Management Executive with over 30 years of leadership experience driving operational excellence across diverse industries. Proven track record in strategic capacity planning, real-time optimization, and data-driven forecasting for multi-site contact centers underscores a commitment to enhancing organizational performance. Expertise in aligning technological enablement with business objectives, building high-performing cross-functional teams, and fostering transparent communication ensures maximized efficiency, controlled costs, and elevated customer experiences. Passionate about leveraging innovative strategies to transform workforce management practices and deliver sustainable results.
Overview
36
36
years of professional experience
Work History
Senior Director, Workforce Management and Operations
SoundHound / SYNQ3
01.2017 - Current
- Operational Strategy: Direct all facets of workforce management, capacity planning, and operational governance to align contact center staffing with fluctuating customer demand.
- Performance Optimization: Lead continuous improvement initiatives that successfully balance cost-control measures with the strict achievement of service-level objectives (SLOs).
- Technology Enablement: Spearhead the integration of advanced technology solutions and operational strategies to enhance both agent efficiency and overall customer experience (CX).
Senior Manager, Workforce Management and Planning Support
Grainger
01.2016 - 01.2017
- Resource Optimization: Oversaw all call volume forecasting, scheduling, and performance reporting for the enterprise-wide call center organization.
- People Leadership: Managed a multi-tiered team of workforce professionals, including managers and supervisors, fostering a culture of accountability and continuous development.
- Financial Alignment: Ensured precise resource allocation across multiple functional areas to meet aggressive corporate financial and business objectives.
Regional Manager, Workforce Management and Planning
Sprint Nextel Inc.
01.1997 - 01.2016
- Infrastructure Design: Pioneered and established the regional workforce management position, organizational structure, and operational processes from the ground up.
- Multi-Site Oversight: Orchestrated workforce planning strategies across three major call centers, consistently hitting or exceeding corporate cost metrics.
- Cross-Functional Collaboration: Partnered directly with Center Directors and collaborated across training, recruiting, payroll, HR, and back-office teams to optimize operational efficiency while preserving employee retention.
Electronics Supervisor
United States Army
01.1991 - 1996
- Team Leadership: Coordinated strategic planning and daily operations for a 30-person Electronics Task Team, ensuring high operational readiness.
- Technical Execution: Maintained, diagnosed, and repaired military computer systems, circuit cards, and complex electronic components for military vehicles.
- Global Deployments: Contributed to critical humanitarian and tactical efforts during Operation Desert Storm (Saudi Arabia) and Operation Joint Endeavor (Bosnia).
- Security Clearance: Maintained a Secret Security Clearance throughout military tenure.
Education
Bachelor of Science - Electrical Engineering
Colorado Technical University
Denver, COMaintenance Certification - Electronics Systems
United States Army, Ordnance Missile And Munitions Center
Skills
- Collaborative leadership
- Culture transformation
- Team management
- Policy development
Timeline
Senior Director, Workforce Management and Operations
SoundHound / SYNQ3
01.2017 - Current
Senior Manager, Workforce Management and Planning Support
Grainger
01.2016 - 01.2017
Regional Manager, Workforce Management and Planning
Sprint Nextel Inc.
01.1997 - 01.2016
Electronics Supervisor
United States Army
01.1991 - 1996
Bachelor of Science - Electrical Engineering
Colorado Technical University
Maintenance Certification - Electronics Systems
United States Army, Ordnance Missile And Munitions Center