Lacey Graham

Background

About Lacey Graham

I'm a strategic Workforce Management (WFM) leader with 18 years of experience optimizing global contact center operations in 20+ countries. I focus on maximizing efficiency, productivity, and service delivery across industries like fitness, healthcare, and e-commerce. I excel at transforming challenges into successes by analyzing data, forecasting demands, and collaborating with stakeholders to achieve objectives. My approach combines data-driven strategy with a deep understanding of workforce dynamics, informed by my background in social sciences. I simplify complex problems and challenge norms with insights backed by experience. My expertise includes forecasting, capacity planning, optimizing resource allocation, implementing WFM software, and leading high-performing teams to improve processes. I'm proud of my track record, which includes a $2 million cost reduction, a 15% boost in operational efficiency, and transitioning over 700 agents to remote work. My interest in research and artificial intelligence drives me to stay ahead of workforce trends, applying innovative solutions to organizational challenges. I aim to leverage my expertise in workforce optimization to drive operational excellence and promote human-centric success.