Sean Stewart
Director
Mount Juliet,TN
Summary
Dynamic, driven Director with 20+ years of professional leadership experience with emphasis on people management, KPI management, SLA management, statistics, analytics, forecasting, planning, scheduling, reporting, and budget management.
Overview
25
25
years of professional experience
Work History
Director, Workforce Optimization
Change Healthcare (Optum)
12.2019 - Current
- Currently lead a team of two Lead Analysts and nine additional analysts to drive productivity within the organization using the Verint WFM application and additional operational applications
- Support the Sales' and Operations' real-time and back-office organization spanning six physical locations, and four countries comprising of over 2,500 users by providing planning, forecasting, reporting, and analytics
- Coordinate WFM Verint software rollouts to additional BU and conduct training of the WFM application
- Manage end-to-end application management from hardware standup to rollout and success of WFM application amongst end-users
- Stabilized WFM application and solidified WFM team within first year of hire
- Produce long and short-term forecasting to better prepare for volume and meet SLA
- Consistently meet SLA and KPI for eight teams over the past five years by producing accurate forecasts, planning, and managing via real-time monitoring
- Produce productivity dashboards for executive leadership and team managers to drive efficiency
- Vendor/BPO Management: 75% of our agents are offshore
- Increased productivity by 30% in first year
- Reduced Idle time by 50% in first year
- Project Manager on several rollouts, launches and initiatives
- Launched desktop process analytics module across all teams to glean productivity metrics
- Increased time spent in productive applications by 20% for back-office teams
- Launched speech analytics module which helped reduce Negative Sentiment on calls by 30%
- Fixed and launched Screen Recording module which helped increase CSAT by 10% and Quality by 5% for both back-office and phone agents
- Finished within 5% forecast accuracy for past five years
- Increased productivity and quality using speech analytics module
- Support and manage 20 servers that handle our WFM application
- All servers used for forecasting, scheduling, call recording, screen recording, speech analytics, desktop process analytics, and ad-hoc reporting
Sr. Manager, Workforce Management and Reporting Analytics
The General
08.2019 - 12.2019
- Lead a team consisting of a manager, workforce analysts and reporting analysts to support the Sales and Service contact centers spanning 3 locations and three different time zones
- Support the Director and VP of Contact Centers by providing strategic guidance, reports, analysis, SLA management, KPI management, and budget management
- Plan and managed a combined $30 million budget comprised of two departments spanning 3 physical locations
- Financial and budgetary analysis
- Strategic planning for contact centers
- Efficiency planning, automation of reporting and processes
- Real-time management of phone agents
- Long range planning including capacity planning
- Vendor Management
- SLA and KPI management
Workforce Manager
The General
04.2012 - 08.2019
- Managed a team of workforce analysts and admin staff to meet daily/weekly/monthly goals
- Managed a team of workforce Analysts and a workforce Supervisor
- Plan and managed a combined $30 million budget comprised of two departments spanning 3 physical locations
- Managed all KPI and report on those KPI to Sr Leadership team daily/weekly/monthly
- Managed the compilation of and presented long/short-range hiring plans to VP and SVP of Operations including KPI, number of FTE’s needed and timing of hiring which led to stable monthly KPI and hitting all major goals consistently
- Increased and stabilized SLA by introducing intra-day schedule adjustments and optimizations in both customer service and sales
- Implemented and presented a ‘Monthly Reporting Package’ for executive leadership team containing trended metrics on all KPI used to evaluate department performance and to aid and persuade in department decision-making
- Reduced attrition by 20% by introducing and facilitating focus groups and more efficient scheduling
- Finished within 2% variance to forecast from 2012-2018 which led to consistent KPI across the board while cutting overtime costs
- Increased agent satisfaction by over 7% via focus groups and more efficient scheduling
- Increased CSAT by implementing key changes to IVR
- Introduced and implemented change in call routing/agent skilling in 2018 which netted over $5,000 in extra premium every day going forward in sales
- Reduced sales abandon rate by 50% beginning in 2014 by taking over Sales forecasting, planning and scheduling
- Stabilized and met sales abandon rate goal each year which led to record sales years 2014-2019
- Project Manager for new software UI which increased efficiency by over 10%
- Project Manager for customer service software which increased continued training of agents by 100% while reducing offline time
- Vendor Manager duties
Supervisor, Workforce Management
The General
04.2009 - 03.2012
- Oversaw a team of analysts that provided forecasts, schedules and reporting for service centers across three sites (AZ, TN, and OH)
- Finished within 3% to forecast from 2009-2012 which led to higher service levels while cutting costs
- Implemented and managed a voluntary time off (VTO) plan which saved the department an average of $50,000 per month
- Provided new-hire training that educates new-hire classes on WFM processes and procedures which increases morale and education of the employees
- Reduced attrition by 20%
- Introduced and implemented a feature on the customer service and sales phone switch that began cutting department costs 5% per year by lowering ASA/AHT
Education
Bachelor of Science - Business Administration / Management
Union University
Jackson, TN12-2000
Skills
- Analytics
- Reporting
- Forecasting
- Budgeting
- KPI Management
- SLA Management
- Project Management
- Performance Management
- BPO Management
- MS Office
- Avaya
- Amazon Connect
- CMS
- Operations management
- Staff development
- Business strategy
- Contract and vendor management
Timeline
Director, Workforce Optimization
Change Healthcare (Optum)
12.2019 - Current
Sr. Manager, Workforce Management and Reporting Analytics
The General
08.2019 - 12.2019
Workforce Manager
The General
04.2012 - 08.2019
Supervisor, Workforce Management
The General
04.2009 - 03.2012
Bachelor of Science - Business Administration / Management
Union University
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