Anthony Ligonde
Call Center Workforce Management @Memorial Healthcare System
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WORK HISTORY
Call Center Workforce Management @Memorial Healthcare System
Miramar, FL, US
Managed capacity planning and agent scheduling for 167+ FTEs, improving SLA compliance by over 50%.Led real-time workforce management, ensuring accurate staffing and resource allocation to consistently meet service level goals.Introduced data-driven strategies to streamline operations, enhance efficiency, and improve service delivery.Designed custom dashboards and reports, providing key insights to drive workforce productivity.Used advanced Excel and analytics to track trends, improve forecasting, and support cross-functional decision-making.
EDUCATION
American InterContinental University
Bachelor's of Science in Information Technology,, Information Technology
American InterContinental University
Master of Business Administration (MBA), Business Administration and Management, General
ABOUT ANTHONY LIGONDE
As a seasoned Senior Workforce Management Leader with nearly two decades of experience, I specialize in designing and executing strategic solutions that drive operational excellence and elevate quality across global call center environments. My leadership is marked by a steadfast commitment to customer-centric service and visionary strategy, underpinning the development of high-performance teams and the organization\'s overall success.My organizational and project management expertise enables me to handle multiple high-stakes projects with precision. I have a strong track record of delivering projects on time and within budget, focusing on scope planning, cost-effectiveness, and stakeholder engagement. My strategic acumen is complemented by an ability to perform under intense pressure and demanding timelines.I currently oversee the Memorial Healthcare System Patient Access Call Center, ensuring seamless patient access and exceptional service quality. My responsibilities include developing accurate call forecasts, optimizing staffing and schedules, and enhancing team efficiency through reporting and automation support.As a Senior WFM Manager, I successfully implemented a new workforce management system, streamlining operations and enhancing overall efficiency while fostering high employee satisfaction. This initiative further strengthened my ability to navigate complex challenges and deliver impactful solutions that drive business success.In my previous role, I led operations across 10+ countries and managed relationships with over 35 high-profile clients, including Microsoft, Wellcare, UHC, Sprint, Comcast, and AT & T. I balanced strategic oversight with a hands-on approach to ensure operational excellence and compliance across diverse markets. Throughout the years, I maintained responsibility for FTEs during off-peak seasons, scaling up to FTEs during peak periods.
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