Gabriel Jansen

Background

About Gabriel Jansen

As a Workforce Management Partner, I build high-performing, data-driven WFM operations that protect SLA, elevate customer experience, and optimize cost. Over 4+ years across fintech, e-commerce, and BPO, I’ve led forecasting, scheduling, real-time (intraday) management, and dialer optimization end-to-end partnering with Ops, VOIP/Telephony, and BI to turn insight into action. At 4finance, I launched the WFM department and own dialer strategy across multiple countries-administering VCC Live, tuning spin/penetration, occupancy, and drop rates, and building executive-ready dashboards and automated alerts. I collaborate closely with VOIP and collections leaders to align line allocation, modes, and shifts to portfolio goals. At Papernest, I was responsible for the entire Spanish market—monitoring traffic and adherence across internal/external centers, handling exception management, and providing daily RTM reports to keep queues healthy and teams productive. At Farfetch, I delivered RTM and short-/mid-term planning at scale (600+ advisors), balancing workload vs. staffing, driving queue actions with Operations, and continuously refining planning processes with the global WFO team. Earlier at Teleperformance, I covered the full WFM cycle: trend-based forecasting, weekly schedules, capacity planning (annual & 120-day), plus Mission Control (real-time adherence, intraday changes, and client comms). Managed schedules on IEX and Aspect and presented weekly results to executives. What I bring: • RTM excellence: fast, evidence-based queue actions that safeguard SLA and CX • Planning rigor: forecast → capacity → schedules with clear MAPE/WAPE discipline • Dialer optimization: predictive/preview strategies that maximize contact rate and utilization • Stakeholder partnership: crisp comms, clear trade-offs, and outcome-focused reporting • Builder mindset: I set up processes, dashboards, and alerts that scale Tools: NICE IEX, Calabrio/Teleopti, Verint, Deputy, Talkdesk, Salesforce, VCC Live, Diabolocom. Open to relocation and cross-border opportunities.