Michael Duffy

Michael Duffy has extensive work experience in workforce management roles. Michael currently serves as the Vice President of Workforce Management at itelCX, where they oversee global workforce management teams and focuses on client performance and company profitability. Prior to this role, they worked at Frontier Communications as the Director of Workforce Management, where they managed end-to-end workforce management and implemented new models and processes for accurate forecasting. Michael also led the redesign of the Alvaria WFM system and supported new contract negotiations. Before that, they were the Director of Global Workforce Management at TeleTech, where they were responsible for WFM administration and training. Earlier in their career, they worked at Sykes in various roles, including Senior Manager of Analytics and Insight and Assistant Manager of Global Resource Planning. In these roles, they led system administration efforts, upgraded WFM tools, managed teams, and developed key WFM processes.

Michael Duffy attended Erie Community College in Buffalo, New York from 1990 to 1992, but did not complete a degree or specify a field of study. In terms of additional certifications, they obtained the Certified Workforce Planning Professional (CWPP) certification from the Society of Workforce Planning Professionals in 2012. Since then, they have also obtained various other certifications such as Power BI Data Modeling with DAX from LinkedIn in 2024, How to Think Strategically from LinkedIn in 2023, and Certified Six Sigma Green Belt™ Certification from the International Six Sigma Institute™ in 2023, among others.