Capacity Planning and Handling Pushback from Senior Stakeholders | Adriana Olteanu

WFM Unfiltered | Workforce Management Podcast

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In this episode of WFM Unfiltered, host Irina Mateeva dives deep into the world of capacity planning with Adriana Olteanu, the Manager of WFM Forecasting & Capacity Planning at Groupon. With nearly two decades of experience in customer service, banking, and workforce management, Adriana brings a wealth of knowledge, particularly in the often-overlooked area of capacity planning.

Throughout the episode, Adriana shares her journey from handling customer service in banks to leading WFM teams at Groupon. She highlights the importance of understanding the full picture, from knowing your team to translating complex data into actionable insights. Adriana also tackles the common challenge of pushback from senior stakeholders who often prioritize budgets over accurate forecasts. Her advice? Transparency, detailed analysis, and the ability to sell the benefits of workforce management to every level of the organization.

Listeners will learn how to build trust with senior stakeholders by presenting data-driven stories, the importance of weekly checks in capacity planning, and how to ensure every action aligns with the company's broader business strategy. Adriana’s insights are a must-listen for anyone involved in workforce management, offering practical tips on how to optimize resources, save money, and ultimately drive business success.

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Adriana on LinkedIn: https://www.linkedin.com/in/adriana-olteanu-3612a247

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