Dan Smitley is a workforce management leader, consultant, and speaker with over 15 years of experience helping contact centers turn WFM into a strategic asset. Named one of ICMI’s Top 25 Thought Leaders to Follow in 2025 and a featured contributor with ICMI, Dan specializes in balancing employee, business, and customer needs through strategic WFM leadership. He is passionate about fostering psychological safety, driving operational excellence, and transforming WFM teams from tactical enforcers to trusted partners. Dan has spoken at industry conferences, including ICMI and SWPP, and regularly shares insights on leadership, curiosity, and collaboration in WFM.