John St Germain Email & Phone Number

Rancho Palos Verdes, CA, US

El Segundo, CA

• Develop, implement and lead a centralized workforce management and reporting department supporting domestic and global BPO contact centers
• Development and management of the Customer Experience department's budget
• Reduced department’s expenses over 70% through implementation self-service options (0% to 85% self-service adoption), contact channel implementation (introduced SMS and chat channels), and effective KPI and staffing.
• Successfully developed a strategic capacity/staffing model that successfully reduced the average speed to answer by over 300 seconds as well as reduced the staffing budget by more than $20M
• Developed strategic plan that on-boarded three new global BPO partners to improve overall CSAT, retention rates and a cost saving price structure
• Set the strategic vision for the department including contact delivery and handling, strategic and tactical staff plan and lead the execution of the plans

Phoenix, AZ

• Developed, implemented and manage a centralized workforce operations department supporting 14 call centers and 2,000 agents
• Successfully implemented a capacity model and review routine that led to the call centers becoming properly staffed and consistently achieving the desired performance goals while providing savings of $1m in labor costs
• Successfully managed 3 call center consolidations in 2014
• Collaborated with the technology team to redesign and enhance the call routing to ensure skill protection of key markets, while providing back-up/contingency support between markets

Phoenix, Arizona Area

• Developed site and resource strategies in partnership of Senior Executives, Human Resources, Finance, and Risk
• Ensured the staffing financial plan is achieved while maintaining proper customer coverage, document risks and develop mitigation plans
• Successfully developed, implemented, and led the workforce management department (110 associates) for the HFI Mortgage Default business in 2010 and the Case Management business in 2011-2012
• Developed and led the processes for forecasting, capacity/staff planning, real time monitoring, system stability monitoring, business continuity, schedule management, vacation management, outbound activities, and WFM.
• Led the Workforce Management Support and Workforce Process teams that provided process design, training, and technical support for the workforce management software to business partners
• Responsible for Workforce Execution process improvement and consistency across all queues including: reduce variation by driving process definition and enhancement, tool selection, testing, implementation, and.

Phoenix, AZ

• Developed and implemented a centralized workforce management department for three Call Centers
• Led the workforce management team in Direct Response Sales contact centers (Mishawaka, Orlando, Phoenix)
• Developed a strategic and tactical forecast and staff plans
• Made staffing/workflow decisions based upon net lines and staffing ability to meet business objectives,
• Allocated staffing resources to handle call flow both within one site and between multiple sites

Phoenix, AZ

• Forecasted and analyzed call volume for three major Call Center
• Prepared FTE and schedule recommendations for the Operation Management Team
• Ensured optimal efficiencies were gained by the schedules that were produced while meeting the needs of the associate