Christopher Tellez

Background

About Christopher Tellez

With over 12 years of experience in workforce management, capacity planning, and operational strategy, I’ve built a career optimizing performance and scaling operations across complex contact center and back-office environments — particularly in the healthcare, government, and financial services industries. I currently lead long-range capacity plans (12–36 months) for multi-channel operations, managing a high-performing team of 15–20 analysts across real-time, short-term, and long-term planning. I’ve served as the sole forecasting lead for major government and pharmacy programs, applying advanced modeling techniques (regression, ARIMA, and time series) to anticipate volume, AHT, shrinkage, and training impact. Key achievements include: Developed and presented strategic forecast scenarios to senior leadership, driving multi-million dollar FTE savings and budget alignment. Automated hiring and training ramp plans to align with seasonal trends and improve onboarding outcomes. Built champion teams focused on Engagement, Training, and Automation, leading to faster adoption of workforce innovations. Led the redesign of reporting systems by introducing self-service SharePoint dashboards and automated interval-level reporting—cutting manual prep time by 50%. Partnered cross-functionally with operations, training, and finance leaders to align KPIs with hiring plans, coaching needs, and budget goals. I bring a servant leadership style, a passion for coaching and development, and a strong ability to translate data into strategic action. I am actively exploring opportunities for a Director-level or Workforce Management Consulting role—where I can lead enterprise workforce strategy, build high-performing teams, and drive transformative results.