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January 3, 2025
Making space for neurodiversity in WFM
Pavlos Vasilakis
I’m a passionate advocate for workforce management (WFM) and customer experience, with over 15 years of experience — including seven in leadership roles. My career has spanned a variety of industries and companies, from Booking.com to Nestlé, and most recently, Bolt.
I’m also neurodivergent, with AuDHD (autism and ADHD, non-hyperactive) and dyslexia. These aspects of my identity profoundly shape the way I navigate the world — and my career in WFM. While neurodivergence presents unique challenges, it also brings distinct strengths. In this article, I want to share how it has shaped my path, what neurodivergent individuals can do to thrive in WFM, and how leaders can create environments that enable everyone to excel.
Finding strength in numbers
Autism helps me thrive in structured environments where logic and problem-solving are paramount. I love spotting patterns, diving deep into analytics, and connecting dots — all of which naturally align with the demands of WFM. Meanwhile, my ADHD gives me energy and focus when I’m tackling problems I’m passionate about (even though staying engaged with less interesting tasks can be harder). And while dyslexia sometimes makes written communication challenging, it has also taught me to rely on creative approaches and collaboration.
One of my standout strengths is my relationship with numbers. Early on, I realized I could make quick calculations and spot discrepancies faster than most. In high school, my math teacher would reach for a calculator, only for me to call out the answer before they even finished — it became my little game. In my career, this knack for numbers has been invaluable in roles like real-time analysis and scheduling. WFM is like solving a giant puzzle every day, and my brain thrives on that.
But neurodivergence isn’t just a superpower; it also requires adaptability. For me, navigating social environments was particularly challenging. Growing up, I often felt out of place in group settings and struggled to connect with others. Working at my parents’ restaurant in Greece, however, allowed me to overcome this. The constant customer interactions and teamwork forced me to step outside my comfort zone, helping me build confidence and develop interpersonal skills. Over time, I carried these lessons into my professional life, where I’ve learned to approach teamwork and communication in ways that complement my strengths and address my challenges.
Advice for neurodivergent professionals in WFM
For neurodivergent individuals interested in or already working in WFM, it’s important to recognize both the opportunities and challenges this field presents. Workforce management offers a unique blend of structure and problem-solving — elements that align with many neurodivergent strengths like analytical thinking and pattern recognition. At the same time, the fast-paced and collaborative nature of the work can be demanding. Drawing from my own journey, here are strategies that have helped me thrive:
- Lean into your strengths: WFM demands analytical thinking, pattern recognition, and problem-solving — skills where many neurodivergent individuals excel. Focus on roles and tasks that align with these strengths.
- Develop coping mechanisms: If sensory overload or task switching is challenging, find strategies to mitigate these issues. Noise-canceling headphones and a structured workday have been game-changers for me.
- Advocate for yourself: Be open with your manager about what you need to succeed. For me, remote work and control over my environment have been critical. Before that, working in open offices often left me drained.
- Keep learning: WFM is an evolving field, and staying curious helps you grow. Whether it’s mastering new tools or understanding emerging trends, continuous learning can keep your work fresh and engaging.
Advice for creating inclusive workplaces
Leaders have a vital role in fostering environments where neurodivergent employees can thrive — and the benefits extend far beyond individual support. Embracing neurodiversity within teams can unlock innovation, improve problem-solving, and enhance overall team performance. Here’s how contact center leaders can better support neurodivergent team members:
- Offer flexibility: Remote work or hybrid models can help neurodivergent employees control their environments and minimize distractions.
- Design sensory-friendly workspaces: For those working in-office, create quiet zones or sensory-friendly spaces. Noise, lighting, and other environmental factors can make a huge difference.
- Provide clear communication: Ambiguity can be stressful. Leaders should aim to provide clear instructions, set expectations, and give actionable feedback.
- Focus on strength-based development: Rather than trying to "fix" perceived weaknesses, help employees harness their strengths. A neurodivergent individual’s unique perspective often leads to innovative solutions.
- Invest in training: Educate managers and teams about neurodiversity to foster empathy and understanding. Building a culture of acceptance starts with awareness.
Embrace empathy and acceptance
Throughout my journey, I’ve encountered colleagues who saw beyond my challenges and celebrated my strengths. Their empathy and acceptance made all the difference. Unfortunately, I’ve also faced criticism from those who focused only on what I struggled with, which undermined my confidence.
These experiences taught me that the way we treat others profoundly impacts their ability to thrive. When leaders and peers embrace differences, they create environments where everyone feels valued and empowered.
Support for all
As I reflect on my career, I’m optimistic about the future of work. Organizations are beginning to recognize the value of neurodiversity, but there’s still a long way to go. By creating inclusive environments and embracing diverse perspectives, contact centers can unlock incredible potential within their teams.
For neurodivergent individuals, success begins with self-awareness and self-acceptance. Understand your unique wiring, lean into your strengths, and advocate for what you need. Your perspective is valuable, and your contributions are needed.
To the leaders reading this: the more we champion inclusivity and celebrate diversity, the stronger our teams — and our organizations — become. Together, we can build a future where everyone has the opportunity to thrive.
Pavlos Vasilakis is passionate about transforming complexity into simplicity while driving operational excellence. With over 15 years of experience in workforce management, customer experience, and operations, he empowers organizations to streamline processes, boost KPIs, cut costs, and elevate customer satisfaction.
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