Eros P.

WORK HISTORY

EDUCATION

ABOUT EROS P.

I sit at the intersection of machine learning and workforce operations, and I\'ve spent 7+ years proving that the right forecast, capacity plan, and schedule can fundamentally change a business\'s cost structure and service delivery. My background spans some of the most complex contact center environments in the country - from The Home Depot\'s Pro line of business to digital health at Omada Health - where I\'ve built ML-based demand forecasting models, designed capacity plans from scratch, and engineered scheduling systems that have collectively saved millions in labor costs while tripling service levels. My approach is different for one reason: most WFM professionals optimize the schedule. Most data scientists build the model. I do both, connecting ensemble forecasting models built in Python and SQL directly to capacity plans and optimized schedules that drive measurable outcomes. The result is a system, not a spreadsheet. A few things I\'ve delivered:• Reduced projected contact center labor spend by $1.9M while tripling SLA attainment from 30% to 90%• Improved forecast accuracy by 50% using ML models, eliminating $900K in overstaffing• Saved 300+ hours per week in manual reporting through automated Tableau dashboards and data pipeline development• Launched scheduling infrastructure for organizations ranging from 100 person teams to agent contact centers