Senior-led workforce management advisory for contact-centre operations that need a practitioner alongside their team. Two decades in the role, from Vendor Manager to Global Head of WFM, across operations in India, North America and Asia-Pacific — with banks, BPOs, captive GICs and outsourced delivery centres.
Six disciplines that decide whether a contact-centre operation runs.
A senior practitioner who has owned every one of them.
I have spent twenty years inside contact-centre WFM — running the function, not consulting on it from a distance. Vendor Manager to Global Head of WFM. Voice and Virtual operations. Head of BI and Business Ops. Offshore delivery for Washington Mutual Card Services and other North American banking, card and retail-credit programmes. Multi-site operations across India, the United States and the Asia-Pacific.
Hands-on experience across the WFM technology stack — NICE IEX, Verint, Calabrio, Aspect, Genesys — without ever having been on a vendor payroll. Long enough in the seat to know which decisions matter and which are vendor sales material. Indian labour-code, shift-design, and Shops & Establishments fluency. IIT Bombay alumnus.
What I bring instead: a senior-led engagement from kick-off to close, working directly alongside your WFM team. No deck-driven consulting model. No graduate analysts running point on your operation. No vendor-aligned recommendation framework. The practitioner who sells the work is the practitioner who delivers it.
— K Biju, Founder, ABL Digital Technologies
Volume forecasting, AHT modelling, shrinkage attribution, and the 12–24 month capacity plan that your CFO will actually defend. Indian festival, marketing and regulatory cycles built into every model.
Multi-skill scheduling, shift design, break placement, transport-aware rostering, and the bidding-and-swap protocols that keep adherence high without overtime spiralling.
RTA frameworks, intraday playbooks, shrinkage governance, and the three-interval-rule discipline that separates a healthy intraday from chronic SL volatility.
Mix-adjusted AHT, occupancy-contextualised quality, fulfilment reporting, and the diagnostics that separate what the agent controls from what the system is doing to them — so the right people get coached on the right things.
Labour-code compliance, audit-readiness, WFM team design, and a structured capability-build that leaves your team able to run the operation after I step back. No vendor lock-in. No perpetual dependency.
Nine browser-based tools that cover the full workforce-management workflow — forecasting, Erlang calculators, multi-skill sizing, outbound dialler maths, shift planning, what-if scenarios, capacity and hiring plans, shrinkage diagnostics, and deal sizing. Built on the same classical methods used by Verint, NICE and other enterprise WFM platforms.
Six classical methods (Holt-Winters, SARIMA, Prophet-style) run in parallel with auto-selection by holdout MAPE. Long-term + short-term forecasts.
Standard Erlang B / C calculators plus a multi-skill pooling-leverage engine that quantifies the cost of skill separation.
Interval-level staffing across the week with greedy shift assignment, per-day distribution editor, full Excel workbook with embedded charts.
Predictive-pacing maths for collections, sales and survey outbound. TCPA-compliant abandon-rate modelling.
Side-by-side scenario comparison, attrition-aware hiring schedules with training overhead, headcount trajectory across the horizon.
Historical shrinkage decomposition with outlier detection, plus a multi-month deal-sizing and cost-to-serve estimator.
Holt-Winters, SARIMA, Erlang B and C, Halfin-Whitt pooling — the exact engines NICE and Verint charge enterprise licence fees for. Defensible in any board meeting or finance review.
Questions that take hours in Excel — peak-month FTE, what a 10% volume miss costs, how many hires to commit next quarter — get answered in seconds. Run ten scenarios in the time it takes to set up one spreadsheet model.
Each tool ships with a plain-language explainer PDF — every formula, every input, a worked example. Read it once, defend the numbers forever. No black box, no vendor mystique.
No software upsell. No "speak to sales". No proprietary file formats. Every output is a clean Excel workbook you can take into any conversation, with any team, without a licence string attached.
Forecast volume, size staffing, plan shifts, model scenarios, build the hiring plan, decompose shrinkage, cost the deal — all in one place. No tool-stitching, no copy-paste between five different spreadsheets.
Designed by someone who has sat in the operations head's chair — not by a software firm pricing a SaaS subscription. The defaults are realistic. The limits are honest. The maths is what a senior practitioner actually uses.
Every tool runs entirely in your browser. No uploads to our servers, no telemetry, no cookies for tool data, no account or sign-up required. Files you choose are read locally; Excel workbooks are generated on your machine. The only network calls are the initial fetches for the open-source ExcelJS and Chart.js libraries from public CDNs.
Outcome ranges I have delivered, and continue to deliver, across contact-centre WFM engagements. Every engagement is anchored to specific business targets — agreed up front, tracked through delivery, and validated at close.
Through tighter forecast accuracy, multi-skill scheduling, and disciplined shrinkage governance — without trading SLA away.
Typical service-level gains within the first quarter — anchored in interval-grain forecast rebuilds and intraday discipline.
Through proper shrinkage taxonomy, attribution diagnostics, and the intraday playbook that operations heads actually use.
Every model, framework and methodology is your team's by the close of the engagement. No vendor lock-in. No perpetual dependency.
A four-phase methodology I have refined across two decades of contact-centre WFM engagements. Time-boxed, outcome-anchored, and biased toward leaving the capability inside your team.
Forecast accuracy at interval grain. Shrinkage attribution. Adherence patterns. Skill-matrix-vs-ACD audit. Capacity-plan health. Performance signal validity. Six weeks, evidence-led.
Target operating model. Forecasting framework. Scheduling logic and skill priority. Intraday playbook. Shrinkage taxonomy. Performance reporting that holds up to audit.
Embedded alongside your WFM team. Weekly working sessions. Live model deployment. Operations heads, schedulers, RTAs and team leaders all engaged in the rollout.
Capability transfer to your team. Documentation, governance handover, and a 30-day post-engagement health check. I step back. Your team owns it. That is the point.