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How To evaluate the Performance of the WFM Team | Zakaria Berrada
Manage episode 492071692 series 3582824
เนื้อหาจัดทำโดย Irina Hollatz เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Irina Hollatz หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal
Why do WFM teams constantly feel like they’re missing the mark—even when the numbers add up? In this episode of WFM Unfiltered, Irina sits down with Zakaria Berrada, the Head of WFM for Global Strategic Accounts at Foundever, who brings over two decades of leadership in planning, forecasting, and operational strategy. His insights aren’t just from the textbook—they’re from the trenches.
Zakaria opens up about his career shift from finance into WFM, and why understanding people—not just numbers—is the key to getting it right. From aligning strategy with actual performance, to the silent battles between operations and planning teams, this episode gets under the hood of how most contact centres are set up to fail.
If you’ve ever found yourself in a leadership meeting where the finger-pointing starts when the metrics drop, Zakaria’s insights will hit hard. He shares stories of misaligned targets, management teams at war with their own planners, and the kind of small changes that drive long-term success. This isn’t theory—this is real WFM, with real impact.
And for those battling burnout from unrealistic expectations, Zakaria offers a new way forward. One where trust becomes the metric that really matters. A must-watch for anyone tired of chasing numbers while ignoring the humans behind them.
Subscribe to catch more brutally honest conversations at https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
Show Links:
- RightWFM website: www.rightwfm.com
- Email: [email protected]
- Podcast email: [email protected]
- Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
- YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
- Guest LinkedIn: https://www.linkedin.com/in/zak-zakaria-berrada
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