Ron B.

Background

About Ron B.

Relentlessly focused on workforce performance, customer experience, and operational efficiency, I bring over 20 years of leadership across the full spectrum of Workforce Management (WFM) in complex, high-volume contact center environments. From hands-on scheduling to enterprise-level capacity planning and from real-time analytics to business intelligence, I’ve scaled teams, optimized processes, and delivered multimillion-dollar ROI. I’ve led WFM teams of 50+, built and deployed KPI frameworks for 1,100+ agents across multiple centers, and saved $20M annually through strategic forecasting models. Currently serving as a WFM Solutions Engineer at NICE, I merge technical acumen with deep operational insight—helping organizations align technology with real-world challenges. My career spans both the vendor and operations sides, giving me a rare 360° view of the WFM lifecycle. Whether it's designing scalable WFM strategies, implementing new systems, or leading through change, I focus on results, resilience, and integrity. I thrive where complexity meets accountability—and where strategy meets execution. Core Strengths: Forecasting, Scheduling, Capacity Planning Real-Time Adherence, Reporting & Analytics BPO Vendor Performance Management Pre-Sales Discovery, Demo, and Technical Consulting SaaS, Cloud & On-Prem WFM Platforms Organizational Leadership & Strategic Planning Let’s connect if you’re interested in transforming contact center performance through operational intelligence and workforce innovation.