Thomas Kim

Background

About Thomas Kim

I help businesses optimize workforce management strategies, improve operational efficiency, and drive cost savings in their contact centers. With over a decade of experience leading WFM functions across large enterprises and high-growth organizations, I specialize in: Workforce Planning & Optimization – Forecasting, scheduling, and capacity planning to maximize efficiency. Data-Driven Decision Making – Engineering data pipelines and dashboards to provide real-time insights for executive leadership. BPO & Vendor Management – Improving vendor performance, contract negotiations, and optimizing outsourcing strategies. Contact Center Strategy & Routing – Enhancing queue management, occupancy rates, and turnaround times. I have successfully built WFM functions from the ground up, implemented multi-million dollar automation initiatives, and helped organizations reduce costs while improving service levels. If your organization needs help with WFM strategy, automation, or process optimization, let’s connect. Reach out at: thomas.keunb.kim@gmail.com