Harpal Bhangal
Toronto,Canada
Summary
Workforce Management professional with extensive experience in capacity planning, forecasting, and FTE modeling. Specializes in translating business needs into staffing strategies that enhance service levels and operational efficiency. Collaborates effectively with senior leadership to deliver data-driven recommendations that align with financial objectives.
Overview
8
8
years of professional experience
Work History
WFM Reporting Analyst
PORTER AIRLINES INC.
04.2023 - 11.2025
- Partnered with senior leadership to present actionable workforce insights, identify risks, and recommend targeted data-driven solutions
- Developed annual workforce and hiring plans aligned with forecasted demand and budget requirements to support operational strategy
- Led short- and long-term capacity planning across multiple lines of business, aligning staffing models with service level targets and financial objectives
- Built and maintained FTE models to support staffing decisions, including hiring, attrition, and growth planning
- Analyzed key performance metrics (service level, occupancy, shrinkage, productivity) to drive operational improvements
- Managed onboarding forecasts and training capacity to facilitate seamless integration of new hires into the team
- Adjusted staffing strategies dynamically in response to seasonality, demand fluctuations, and business growth
Workforce Management Specialist
Shaw Communications
10.2021 - 04.2023
- Managed forecasting and staffing plans for contact centers supporting wireless operations, ensuring alignment with business needs
- Developed 12-month forecasts using historical trends, customer growth, and business drivers
- Conducted FTE assessments and attrition forecasting to inform hiring strategies and optimize workforce planning
- Presented staffing plans and workforce recommendations to senior leadership, facilitating alignment and securing necessary approvals
- Collaborated with recruitment to align hiring timelines with forecasted demand
- Partnered with vendors to review and audit staffing plans for accuracy and performance alignment
- Coordinated with real-time and scheduling teams to identify and address staffing risks
- Designed annual vacation and shrinkage plans to optimize staffing coverage
Short Term Planning and Scheduling Analyst
Grainger Canada
03.2018 - 10.2021
- Forecasted contact volume, handle time, and shrinkage to support accurate short-term capacity planning
- Recommended workforce strategies to leadership, enhancing service levels and optimizing resource utilization
- Maintained workforce data and analyzed historical trends to improve forecasting accuracy and inform planning models
- Facilitated shift bids and vacation planning to maximize schedule efficiency across locations
- Identified and implemented process improvements that increased planning accuracy and streamlined operational efficiency
- Acted as a subject matter expert for Workforce Management systems and processes
- Supported the implementation of WFM processes during the launch of a new contact center
- Documented workforce methodologies and policies to support standardization and knowledge sharing
Education
General Arts and Science Certificate -
Humber College
Etobicoke, ON01-2005
Skills
- Verint Workforce Management
- IEX TotalView
- Forecasting
- Capacity management
- Workforce efficiency
- FTE analysis
- Contact centre management
- Data Analysis
- Insight Generation
- Advanced Excel
- Tableau
- Power BI
- CRM Systems
- Microsoft Office Suite
- Avaya
- Cisco
- Performance enhancement
- Stakeholder engagement
Workforce Strategy
- Capacity planning and FTE modelling across multi-site contact centres
- Long-term and short-term forecasting (call volume, AHT, shrinkage, occupancy)
- Hiring plans, onboarding forecasts, and staffing optimization strategies
- Budget support and scenario modelling
- Attrition tracking, workforce ramp planning, and headcount forecasting
- Cross-functional collaboration with operations, finance, and recruitment
- Advanced reporting and insights using Verint WFM and Excel
Timeline
WFM Reporting Analyst
PORTER AIRLINES INC.
04.2023 - 11.2025
Workforce Management Specialist
Shaw Communications
10.2021 - 04.2023
Short Term Planning and Scheduling Analyst
Grainger Canada
03.2018 - 10.2021
General Arts and Science Certificate -
Humber College