The Brád-Cast

About The Brád-Cast

Workforce Management is often described through numbers, forecasts and KPIs — but behind every spreadsheet is a human story. Hosted by Anthony Brady, this podcast explores the real-world side of Workforce Management, operations leadership, contact centres and business transformation. Drawing from 20+ years at companies including eBay, PayPal, Accenture and WhatsApp, Anthony shares practical insights, honest reflections and conversations about leadership, workplace culture, operational reality and surviving corporate life with your sense of humour intact.

Publisher

Anthony Brady

Category

business

Language

en

Explicit

No

First episode

20 May 2026

Latest episode

27 Oct 2026

Latest episodes

14 episodes in the feed.

1. 

   27 Oct 2026

   Strategic Workforce Planning: New Discipline or Old Thinking?

   Strategic Workforce Planning (SWP) makes a compelling case for looking beyond headcount and the next budget cycle. But is it a genuinely new discipline, or a more formal approach to strategic thinking that good WFM has been doing for years? In this episode of The Brád-Cast, I explore the relationship between WFM and SWP, why anticipating future skills and capabilities is only half the battle, and whether every organisation really needs a dedicated SWP function. I'm a big fan of SWP. It's a subject I've always felt makes complete sense, but I do wonder whether we've sometimes given it a few more arms and legs than necessary. From the value of looking further ahead to the uncomfortable reality that attracting talent is one thing and keeping it is quite another, this is my take on a subject that sits very close to my heart. No grand declarations, no attempt to reinvent the wheel, just a few thoughts from someone who has spent more than 20 years in the WFM world. And, as always, a viewpoint that promises to be anything but boring.

2. 

   29 Sept 2026

   I Don't Want to Delegate My Intelligence to a Machine: RTM with Mark Kavanagh (Pt. 3 of 3)

   In the final part of this three-part conversation, Mark Kavanagh and I close things out with where AI actually fits into RTM today ... and where it might be headed. Mark walks through how he actually uses tools like Claude in his day-to-day: not to make decisions, but as a way to surface and present data so the real thinking still happens between people. We get into how far he trusts it, whether there's a point where AI starts overriding human judgment rather than just informing it, and what RTM might look like in five years if the industry's AI predictions hold up. Along the way, Mark pushes back on some of the hype, including his skepticism about how much of the current AI push is genuinely value-driven versus share-price-driven, before we wrap with why, twenty years in, he's still not bored of RTM. That's the full three-part conversation ... thanks for listening.

3. 

   22 Sept 2026

   Philosophy A vs. Philosophy B: RTM with Mark Kavanagh (Pt. 2 of 3)

   In part two of this three-part conversation, Mark Kavanagh and I get into what happens when the plan meets reality mid-week, and the two competing philosophies on what to do about it. Philosophy A: the plan is the plan, RTM reacts and mitigates, and any gaps get folded into next week's forecast. Philosophy B: adjust in real time as the variance shows up. We dig into why Mark comes down firmly on one side, what gets lost when you "move the goalposts" mid-cycle, and why nobody ever quite says "the forecast was wrong." From there we get into the politics of blame between RTM and forecasting, the "big picture" deflection tactic used to wave away real problems, and finally.... should RTM have a seat at the table when the plan is actually being built? Part 3 : where AI actually fits into RTM decision-making ... is coming soon.

4. 

   16 Sept 2026

   Making Recommendations, Offering Solutions: RTM with Mark Kavanagh (Pt. 1 of 3)

   In part one of a three-part conversation, Mark Kavanagh joins to dig into what "good" Real-Time Management actually looks like, and why that's a harder question than it sounds. We start with a thought experiment: if RTM is doing its job well, does that let everyone upstream get lazy? From there we get into the philosophy of intervention, when RTM should act, when it shouldn't, and where the line sits between supporting the plan and quietly picking up the slack for forecasting and scheduling. We also cover Mark's wishlist for the data access he doesn't currently have, and the governance and protectionism questions that come with speaking on behalf of other teams. Parts 2 and 3, covering reforecasting philosophy, plan governance, and where AI fits into all of this — are coming soon.

5. 

   2 Sept 2026

   Data, Decisions & the Danger of Getting It Wrong

   What happens when the data you're using to make important business decisions isn't quite telling you the truth? For Episode 10 of The Brád-Cast, I’m joined by someone I’ve known and worked with for many years, Fran Healy, to explore a subject that sits underneath almost every modern business decision: data. Fran brings decades of experience across reporting, business intelligence, analytics and data management, and together we get into a much bigger conversation than simply asking whether data is "accurate". We talk about data integrity, data quality, reporting, business intelligence, technology, AI and decision-making, but also about something much more fundamental: Do organisations actually understand the data they are using? Because having more data doesn't necessarily mean having better information. And having sophisticated technology doesn't necessarily mean you're making better decisions. We explore how seemingly small problems with definitions, ownership, processes and data quality can ripple through an organisation and ultimately influence the decisions people make. We also get into the human side of the equation: how people interpret information, how organisations can become overly dependent on dashboards and reports, and why sometimes the most important question isn't "What does the data say?" but: "Why does the data say that?" And, naturally, we couldn't have a conversation about data in 2026 without talking about AI and what happens when we start giving machines access to increasingly large amounts of information that may or may not be reliable in the first place. This is a deliberately long-form conversation. No corporate presentation. No script. Just two people who have spent a considerable amount of their careers working with data, talking about what it means, where it goes wrong, and why getting it right matters. If you work in WFM, operations, analytics, reporting, business intelligence, technology or leadership, there should be plenty here to get you thinking. And perhaps the biggest takeaway of all is a simple one: Bad data doesn't just produce bad reports. It produces bad decisions. 🎙️ The Brád-Cast — Episode 10 Guest: Fran Healy Topic: Data, Decisions & the Danger of Getting It Wrong

6. 

   26 Aug 2026

   Shrinkage – The WFM Reality Check

   Shrinkage. It’s one of those WFM terms that gets thrown around constantly, but what does it actually mean? In this episode of The Brád-Cast, we take a practical look at shrinkage and why it matters so much when forecasting, capacity planning and scheduling your workforce. We’ll look at the difference between planned and unplanned shrinkage, why shrinkage isn't necessarily a bad thing, how it affects your staffing requirements, and the important distinction between gross and net shrinkage. Most importantly, we'll look at why WFM shouldn't be trying to eliminate shrinkage. People need holidays, training, coaching, meetings and time away from the customer. The real challenge is understanding it, forecasting it and making sure your staffing model reflects reality. Because having 100 people on the payroll doesn't necessarily mean you have 100 people available to handle the workload. That's shrinkage.

7. 

   20 Jul 2026

   AI Won't Replace Workforce Managers... But It Will Change the Job Forever

   Artificial Intelligence is one of the biggest topics in business today, but what does it really mean for Workforce Management? In this episode of The Brád-Cast, I share insights from my MBA dissertation, where I explored the adoption of AI in Workforce Management and discovered that the biggest challenge isn't the technology itself... it's the people, the processes and the leadership behind it. We explore: Why AI won't replace Workforce Managers any time soon. The surprising 1950s mining study that still holds lessons for AI adoption today. Why trust, governance and explainable AI matter just as much as sophisticated algorithms. How organisations can use AI to augment human expertise rather than replace it. What skills the next generation of WFM professionals will need to stay relevant. Whether you're a Workforce Planner, Resource Manager, Contact Centre Leader or simply curious about how AI is changing the workplace, this episode cuts through the hype to focus on what really matters. Because the future of Workforce Management isn't Human vs AI. It's Human + AI.

8. 

   1 Jul 2026

   Nobody Cares About WFM Reporting… Until It Goes Wrong

   Reporting is one of the most overlooked parts of Workforce Management—right up until the moment something goes wrong. Then suddenly everyone becomes a data analyst, scrutinising forecasts, service levels, occupancy, adherence and every report they can get their hands on. In this episode, I explore why reporting should be about far more than producing numbers. We discuss the purpose of WFM reporting, the difference between information and insight, and why the best reports are the ones that help people make better decisions. I also tackle a question many WFM teams face: should every report request be fulfilled simply because someone asked for it, or should there be a process to challenge whether a report is genuinely needed? Is WFM the gatekeeper of reporting, or should it be enabling curiosity and discovery? Whether you're a Workforce Management professional, an operations leader, or simply interested in how organisations use data to make decisions, this episode offers practical insights and plenty of food for thought. After all, if nobody would notice a report disappearing tomorrow… why are we still producing it today?

9. 

   24 Jun 2026

   Real Time Management (RTM)

   Real Time Management is often described as the “entry level” role within Workforce Management. In this episode of The Brád-Cast, I explain exactly why I believe that view is completely wrong. RTM sits at the heart of every contact centre operation. The people doing it make hundreds of decisions every day, balancing customer demand, service levels, staffing pressures and operational reality in real time. When things go right, they often go unnoticed. When things go wrong, everyone suddenly remembers they exist. I explore the personalities and traits that make great RTM professionals, why certain people thrive in the role while others struggle, and why these teams are frequently the unsung heroes of the operation. If you've ever worked in Workforce Management, Operations, Planning, or Real Time Management itself, this episode shines a light on one of the most misunderstood roles in the contact centre.

10. 

    14 Jun 2026

    Scheduling

    Scheduling is where Workforce Management stops being theory and starts becoming reality. On paper, scheduling seems straightforward. You have a forecast, service goals, opening hours, contracts, holidays, meetings, training, and employee preferences. Just put the right people in the right place at the right time. Easy, right? In this episode of The Brád-Cast, Anthony Brady explores why scheduling is often the most misunderstood discipline in WFM. It's a constant balancing act between business requirements, operational realities, employee experience, and customer demand. We'll discuss the trade-offs every scheduler faces, why the "perfect schedule" rarely exists, and how great scheduling is less about filling shifts and more about making smart decisions with the pieces available to you. Whether you're building schedules, managing teams, or wondering why your carefully crafted plan fell apart before the week even started, this episode takes a practical look at one of the most important—and challenging—parts of Workforce Management. Because forecasting tells you what might happen. Scheduling is where you decide what you're going to do about it.

11. 

    7 Jun 2026

    Forecasting

    Forecasting: Predicting Demand or Predicting Ourselves? Forecasting is one of the most talked about disciplines in Workforce Management, yet some of the most important conversations rarely make it into the room. In this episode, I explore the fundamentals of forecasting, from historical data and seasonality to normalisation and outlier management. But I also challenge some of the assumptions that sit beneath many forecasting processes. What happens when poor service levels create repeat contacts that become embedded in the data? Are we forecasting genuine customer demand, or simply the consequences of our own operational decisions? I also take a look at forecasting culture, including the overuse of technical language, the dangers of judging forecasts using hindsight, and why organisations sometimes seem to have multiple versions of the future at the same time. We'll discuss: How operational performance can artificially inflate demand The difference between forecasting and planning Why two teams can produce different forecasts and both be right The role of reforecasting and where it can be misleading Strategic business decisions that change the future after a forecast has been produced Why mature organisations focus on trade-offs rather than blame The real purpose of forecasting in supporting decision-making Ultimately, forecasting isn't about being right. It's about helping organisations make better decisions with imperfect information. Join me as I unpack the realities, frustrations and misconceptions surrounding one of the most important disciplines in Workforce Management.

12. 

    29 May 2026

    Capacity Planning

    In this episode, I explore one of the most misunderstood disciplines in Workforce Management: Capacity Planning. Is it simply another name for Budget Planning, or is there something more strategic going on beneath the spreadsheets and staffing models? I discuss the realities of balancing customer demand, operational performance, employee wellbeing, and financial constraints. Along the way, I examine why behaviours such as "padding" can emerge during budget season, the role trust plays between Finance and Operations, and why Capacity Planning often acts as the mediator between competing business priorities. Most importantly, I challenge the idea that Capacity Planning is purely a mathematical exercise. If forecasting and staffing were the only variables, the process could be fully automated. Instead, Capacity Planning remains a fundamentally human discipline because uncertainty, risk, judgement, and organisational behaviour will always need to be managed. Whether you're a WFM professional, operational leader, or simply curious about how organisations prepare for the future, this episode offers a practical and honest look at the art and science of Capacity Planning.

13. 

    23 May 2026

    What Is WFM Anyway?

    Workforce Management gets talked about a lot, but what does it actually mean in the real world? In this episode, I break down what WFM really is, how it works in practice, and why it’s such a critical (and often misunderstood) part of any operation. No jargon. No theory for the sake of it. Just a practical look at the reality behind the role.

14. 

    20 May 2026

    Why I’m Starting This Podcast After 90 LinkedIn Posts

    After nearly 90 weekly LinkedIn posts, I realised something ... I had more to say than would fit into a post. In this first episode, I explain why I’ve decided to start a podcast, what you can expect from it, and who it’s really for. I’ve spent over 20 years working in workforce management, building teams, solving operational challenges, and trying to make sense of the reality behind planning, forecasting, and leadership in contact centres. This podcast is an extension of those conversations. No corporate jargon. No theory for the sake of it. Just practical insights, real experiences, and honest discussions about what actually works ... and what doesn’t. If you work in WFM, operations, or leadership, and you’ve ever felt that the reality of the job doesn’t quite match the theory, this is for you.

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