Michael Sykes is a Planning Delivery Manager with over 17 years of experience in contact centers, including more than 7 years specializing in Workforce Management (WFM). Currently at Concentrix, they lead resource planning and real-time analytics for a high-volume operation, focusing on service level compliance and data-driven strategies. Previously, Michael held similar roles at Webhelp and served as a Real Time Analyst at Webhelp UK. They possess expertise in WFM tools such as NICE IEX, Calabrio Teleopti, and Max Contact, and are recognized for leadership and stakeholder engagement in driving efficiency and employee experience.
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