Connor Bourke

WFM Leader - BPO and Contact Centre. Reshaping the way contact centres are defined with Team Anywhere, allowing employees to safely work from home while maintaining productivity and data security.

Connor Bourke is the Chief Executive Officer of Optima WFM, a technology company focused on workforce management for contact centers.1 He has 25 years of experience in Contact Centre and Customer Service Workforce Management and Resource Planning leadership.3 Bourke is based in Sydney, New South Wales, Australia.4

At Optima WFM, Bourke leads a company that provides comprehensive workforce management services for both human and digital employees.1 The company specializes in using advanced technologies such as machine learning, artificial intelligence, and predictive modeling to optimize workforce management, rostering, and campaign resourcing.1

Bourke is known for his expertise in workforce management best practices and has written about topics such as improving employee satisfaction, optimizing leave approval processes, and enhancing overall contact center performance.2 He advocates for a more flexible and employee-centric approach to workforce management, emphasizing the importance of balancing strict adherence to schedules with employee well-being and satisfaction.2