Teleopti
Alexandru Crâşmaru
Workforce Management
Rotterdam
Summary
Highly skilled in workforce management and resource management within fast-paced environment. Developed expertise in data analysis, forecasting,planning, and optimizing workforce efficiency. Seeking to leverage transferrable skills in new field to drive impactful organizational improvements.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Workforce Management
Klarna
02.2022 - Current
- Acted as the Subject Matter Expert (SME) for all Workforce Management (WFM) functions, including forecasting, planning, scheduling, and real-time performance management for a customer service team of 3,000+ agents across multiple lines of business and channels.
- Streamlined communication with internal stakeholders, simplifying complex WFM processes and aligning strategies with business objectives.
- Managed relationships with 6 external WFM vendors, consolidating data to develop actionable vendor strategies based on forecasts, performance metrics, and business requirements.
- Leveraged AI-driven solutions to enhance operational efficiency and significantly reduce resource requirements.
- Played a key role in calculating Average Handle Time (AHT) and volume distribution, ensuring efficient vendor workload allocation.
- Led the RFP process, overseeing vendor transition, ramp-up, and ramp-down strategies, while presenting comprehensive plans to executive stakeholders.
- Managed real-time inbound call traffic across multiple contact center locations.
Workforce Management Analyst
Takeaway.com
01.2020 - 02.2022
- Established a new Workforce Management (WFM) team within the Global Live Operations department, building processes from the ground up to support a workforce of 500+ FTEs across multiple countries.
- Successfully implemented Calabrio Teleopti, transitioning from manual Excel-based scheduling to a standardized, efficient, and scalable WFM solution.
- Oversaw the end-to-end WFM cycle, including forecasting, FTE calculations, scheduling, real-time performance management, and reporting.
- Collaborated with key stakeholders to communicate and align the WFM vision, driving understanding and adoption across the organization.
- Improved operational efficiency and introduced a professional, data-driven approach to workforce planning and management.
Workforce Management Analyst
Conduent Business Services
02.2017 - 01.2020
- Applied statistical methods and data analysis to optimize workforce allocation and efficiency.
- Developed data collection methods and tracked KPIs for accurate workforce metrics.
- Managed intraday performance metrics, including staffing forecasts, scheduling adjustments, and capacity planning.
- Communicated daily with stakeholders to align on goals and resolve operational issues, while reporting on performance and driving improvements.
Traffic Specialist
Xerox
10.2016 - 02.2017
- Processed schedule changes, monitored key planning parameters (e.g., AHT, shrinkage), and performed intraday reforecasting to meet project KPIs.
- Monitored CSR timetable adherence and productivity, addressing deviations, running "what-if" scenarios, and providing recommendations for operational efficiency improvements.
Education
BBA - Statistics And Economics Forecasts
University„Alexandru Ioan Cuza”
Iasi,Romania 10.2013 - 06.2016
High School Diploma -
"Emil Racoviță" Theoretical Highschool
Vaslui,Romania 09.2009 - 06.2013
Skills
- Workforce Management (WFM)
- Vendor Management
- Process Optimization
- AI Integration
- Data Analysis & Forecasting
- Intraday & Intraweek Monitoring
- Stakeholder Communication
- Cross-functional Collaboration
- Schedule Optimization
- Project Management
- Software Proficiency
- Efficiency Improvement
Software
NICE IEX
Microsoft Excel
Google Spreadsheet
Tableau
Power Point
Qliksense
SQL
Prompt engineering
Certification
Klarna Generative AI Academy
Interests
Economics
Sports
E-sports
Crypto
Travel
Science
Hobbies
I have a strong interest in economics and science, constantly exploring new trends and developments. I’m passionate about sports and e-sports, enjoying both as a participant and spectator. Additionally, I follow the evolving world of crypto and enjoy playing video games in my free time.
Timeline
Klarna Generative AI Academy
06-2024
Senior Workforce Management
Klarna
02.2022 - Current
Workforce Management Analyst
Takeaway.com
01.2020 - 02.2022
Workforce Management Analyst
Conduent Business Services
02.2017 - 01.2020
Traffic Specialist
Xerox
10.2016 - 02.2017
BBA - Statistics And Economics Forecasts
University„Alexandru Ioan Cuza”
10.2013 - 06.2016
High School Diploma -
"Emil Racoviță" Theoretical Highschool
09.2009 - 06.2013
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