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Jim Simmons

Director, Service Delivery, Auriemma Roundtables

Jim Simmons is a transformation strategist and workforce operations leader with more than 25 years of experience advancing contact center performance across the financial services industry. Recognized for his expertise in Workforce Management, operational analytics, and customer experience strategy, he has led large-scale transformation initiatives and built high-performing teams that blend data discipline with practical execution.
Jim is the founder of Queueless Consulting and co-founder of WFM Labs, where he has helped organizations modernize WFM practices, strengthen EX/CX alignment, and adopt AI-driven capabilities that improve forecasting, staffing, and service delivery. He participates actively in industry forums, sharing insights on automation, speech analytics, and emerging workforce trends.
He currently serves as a Director at Auriemma Roundtables, where he facilitates executive peer groups and supports industry advancement through collaborative benchmarking, advisory engagement, and thought leadership.