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Michele Pepe is a seasoned professional in workforce management and eCommerce, currently serving as the WFM Corporate Planning Manager at MSC Crociere S.p.A. since July 2012, overseeing a community of 15 contact centers globally. Responsibilities include budget management for over 700 agents, cost control, and monitoring of outsourcing partners. Michele also contributes as a member of the Unified WW Contact Centers Control Unit, focusing on business development and workforce management. Previous roles at MSC Crociere include eCommerce Senior Analyst, CRM Specialist, and Logistics Head Coordinator. Michele began a career at Accenture as a Senior Consultant in CRM projects within the telecommunications sector. Michele holds a degree in Electronic Engineering from Università degli Studi di Napoli Federico II.