Senior Workforce Management Analyst
Workforce Management
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Daniel Bonifacio Email & Phone Number
Senior Workforce Management Analyst
at
Workforce Management
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✓ Verified Jun 2026
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Profile completeness 86%
Current company
Role
Senior Workforce Management Analyst
Location
Dublin, County Dublin, Ireland
Who is Daniel Bonifacio? Overview
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Quick answer
Daniel Bonifacio is listed as Senior Workforce Management Analyst at Workforce Management, based in Dublin, County Dublin, Ireland. AeroLeads shows a matched LinkedIn profile for Daniel Bonifacio.
Daniel Bonifacio previously worked as Operations Program Manager - Workforce Management at Stripe and Capacity Planner at Stripe.
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Workforce Management
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Profile bio
About Daniel Bonifacio
With over 15 years of experience in the Contact Center industry, I have advanced from an agent to a seasoned professional in Workforce Management (WFM). My expertise spans key areas such as Real-Time Analysis, Scheduling, Capacity Planning, and Requests for Proposals (RFPs), allowing me to effectively manage operations across various communication channels, including inbound, outbound, chat, click-to-call, and back-office support.I have worked with diverse clients under various contract models (PayPerHC, PayPerM, PayPerC, PayPerTT, and Blended), which has sharpened my analytical skills and adaptability to dynamic environments. My proficiency in SQL data extraction, Data Analysis, Python-based forecasting, and advanced WFM tools supports my ability to drive data-driven decisions while committed to ensure data integrity in all workforce management processes.I am COPC-certified, a credential that reflects my commitment to applying best practices in workforce management to enhance operational efficiency and service quality. My experience and certifications enable me to lead initiatives that align workforce strategies with business objectives, ensuring optimal resource management and service delivery.I am focused about continuous learning and implementing innovative strategies to meet service level agreements (SLAs) and exceed stakeholder expectations, particularly in complex, multi-channel environments.
Listed skills include Workforce Management, Forecasting, Bpo, Centros De Contato, and 25 others.
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Daniel Bonifacio's current company
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16 roles
Daniel Bonifacio work experience
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Operations Program Manager - Workforce Management
Capacity Planner
Current
Jul 2023 - Present
Resource Planning Analyst
- Long-term and yearly forecasting of FTEs based on call volumes and projected growth.- Confirmation of forecasts with capacity plans, presented to stakeholders.- Weekly forecasting control and meetings with stakeholders.- Rotation distribution management and creation of hiring requisitions.- Management of SQL data extraction on MODE.- Creation of.
Jul 2021 - Jul 2023
Resource Planning Analyst
- Forecasting for Sales (Mortgage, Day-to-Day, Consumer Finance) and Customer Service.- Annual FTE requests based on call volumes and future growth.- Deployment of daily, weekly, and monthly KPI reports.- Schedule creation and daily communication with stakeholders.- Analysis of recent KPIs to improve scheduling.
Sep 2018 - Jul 2021
Workforce Management Analyst
- Conducted multilingual capacity planning and in-depth forecast analysis to optimize resource allocation across diverse markets.- Developed and maintained schedules while rigorously monitoring KPIs to ensure alignment with business objectives.- Organized and analyzed complex data sets, ensuring accuracy and actionable insights for continuous operational.
Jun 2018 - Sep 2018
Acting Workforce Planning Lead
- Led capacity planning discussions, ensuring alignment between workforce management (WFM) strategies and client expectations, while effectively representing WFM in key client meetings. - Managed forecasting analysis across multiple clients and vendors, ensuring accurate and timely data to optimize resource allocation and meet service level agreements.
Nov 2017 - Jun 2018
Wfm Planning Specialist
- Multi-channel forecasting and scheduling of FTEs based on call volumes and projected customer demand.- Validation and presentation of staffing models and capacity plans to operational leadership and stakeholders.- Daily and weekly performance reporting and trend analysis to optimize service delivery.- Coordination of staffing adjustments, break.
Jan 2016 - Nov 2017
Customer Service Executive
- Handled bilingual customer service operations, effectively managing communications in both English and Portuguese, ensuring timely resolution of issues related to reservations, payments, and service discrepancies across diverse markets.- Mediated and resolved conflicts between guests and hotel partners, facilitating clear communication in a multilingual.
May 2015 - Jan 2016
Mainframe Operator Internship
- Monitored and maintained Mainframe Z/OS systems overnight, ensuring smooth operation and timely execution of scheduled tasks.- Troubleshot and resolved small system issues, minimizing downtime and ensuring continuous system availability.- Gained hands-on experience in mainframe operations, contributing to the stability and efficiency of critical business.
Jan 2015 - Apr 2015
Workforce Management Analyst
- Managed workforce scheduling for the sales team, ensuring optimal coverage and alignment with business needs to meet sales targets.- Analyzed call volumes and sales forecasts to create accurate and efficient schedules, maximizing productivity and minimizing downtime.- Collaborated with team leaders to adjust schedules in real-time, responding to.
Aug 2014 - Jan 2015
Team Leader
- Led a sales team of 8-12 Advisors, focusing on coaching, motivation, and performance management to consistently achieve and surpass sales targets.- Conducted regular 1-2-1s and team meetings to provide feedback, training, and ensure adherence to sales targets.- Managed daily sales operations, optimizing workflows, and collaborating with management to.
Aug 2014 - Jan 2015
Workforce Management Analyst
- RFP proposals analysis based on client specifications and Resource Planning.- Capacity Forecast.- Schedule Creation.- Control of CRM Outbound Calls in Power, Multiple Dialer and Manual.- DB Cleaning and Optimization for Outbound Calls.- Data Integrity- Data Organization, Analysis and Reports extraction.- Contact Center - KPI Control & Analysis.- Track of.
Jan 2013 - Aug 2013
D2D Technologies Salesman
- Conducted direct sales of TV, internet, and phone services, visiting residential areas to engage potential customers and present tailored solutions.- Developed and executed effective sales pitches, addressing customer needs and highlighting the benefits of our product over the competition.- Consistently met and exceeded sales targets.- Managed the entire.
Jan 2013 - Aug 2013
Wfm Planning Assistant
- Schedule Creation.- Interpret Data, Report and React.- Reports Extraction.- SMS Reports Extraction- Data Organization and Analysis.- Control of CSRs requests.- Call Center KPI Control.- Support to Real-Time Team.
Feb 2009 - Sep 2009
Real Time Analyst
- Control of Real-time Adherence, Daily Shrinkage and Incidents tracking- Control of Intraday Occupancy- EOD Productivity reports- SLA intraday Justification- Daily Meetings
Mar 2008 - Feb 2009
FAQ
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What company does Daniel Bonifacio work for?
Daniel Bonifacio works for Workforce Management.
What is Daniel Bonifacio's role at Workforce Management?
Daniel Bonifacio is listed as Senior Workforce Management Analyst at Workforce Management.
Where is Daniel Bonifacio based?
Daniel Bonifacio is based in Dublin, County Dublin, Ireland while working with Workforce Management.
What companies has Daniel Bonifacio worked for?
Daniel Bonifacio has worked for Workforce Management, Stripe, Shopify, Kbc Bank Ireland, and Arvato.
How can I contact Daniel Bonifacio?
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What skills is Daniel Bonifacio known for?
Daniel Bonifacio is listed with skills including Workforce Management, Forecasting, Bpo, Centros De Contato, Controle De Projetos, Scheduling, Data Analysis, and Workforce Planning.
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