Masterclass Series
The Future Ready Manager
Join this exclusive masterclass at AWS London, bringing
together contact centre and operations leaders navigating AI,
workforce strategy, and performance.
Featuring speakers: Sabina Onwuka | Natalia Monvoisin | Juanita Coley | Ian Taylor
Featuring speakers:
Sabina Onwuka
Natalia Monvoisin
Juanita Coley
Ian Taylor
👉 Attending the event? You can book time to meet Juanita 1:1.
About the Event
This masterclass brings together industry leaders to explore how AI is reshaping
service operations, leadership, and workforce strategy.
Sessions will cover:
AI in service delivery
The evolving role of leadership
Workforce strategy in AI-enabled environments
Held at AWS London, this is a focused, in-person session designed for contact centre and operations leaders.
Juanita’s Session
Predictive Orchestration: Workforce Strategy Beyond the Spreadsheet
Traditional workforce planning relies on historical data that no longer reflects today’s reality.
In this session, Juanita will cover:
Moving beyond static forecasting models
Rethinking capacity in AI-supported environments
How leading teams are adapting workforce strategy
If you're attending the event and responsible for workforce performance, you can meet Juanita for a short, focused conversation.
👉 This is not a presentation. It’s a direct conversation about your current challenges.
Who This Is For
👉 WFM Managers and Leaders
👉 Capacity Planners / Forecasters
👉 Operations Leaders responsible for staffing and service levels
Who This Is NOT For
👉 General event attendees without workforce responsibility
👉 High-level strategy discussions without operational context
Book a 1:1
with Juanita
If you’d like to connect and discuss your workforce challenges.
What You Can Discuss
Forecast accuracy vs real performance
Shrinkage assumptions and capacity gaps
Staffing vs demand misalignment
Challenges in workforce planning and execution
If you're attending The Future Ready Manager masterclass and want a direct conversation about your workforce strategy—
Limited availability during the event.