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Operations manager with significant experience in process improvement, resource planning, statistical forecasting and reporting roles, specializing in the call center environment. Skilled organizational navigator who has engaged with multiple stakeholders to align diverse groups with redesigned plans. Significantly improved efficiency, financial operations and resource delivery by streamlining staff sourcing operations and consolidating multi-functional implementation scoping. Led analytic teams with both on-shore and off-shore members delivering accurate, timely, consistent and impactful information and analysis.Specialties: Call center metrics, statistical management, resource estimation, forecasting, staff planning, client reporting, executive communications, analyst management, operations analysis
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Sr Manager Workforce EfficiencyDatto, Inc. Jan 2018 - Aug 2022Boston, Massachusetts, United StatesDevelop, implement and manage a strategic and tactical forecasting and staffing function for a multi-channel case based technical support function that meets the quality, financial and employee goals of Datto. -
Network Process Operations LeadAkamai Technologies Apr 2014 - Dec 2017Cambridge, MaDevelop and implement an integrated financial forecasting and operational measurement process for critical Networks Group that is responsible for deploying over 200K of Servers across a global platform. -
Sr Manager Product Sales Support And AnalysisComcast Jan 2012 - Apr 2014North Reading, MaResponsible for establishing effective reporting procedures, providing insight with sales forecasting and reporting, and working closely with Channel Sales teams to coordinate the processing and flow of information used for strategic account planning. -
Sr. Manager Forecasting & Data AnalyticsComcast Jun 2009 - Dec 2011Chelmsford, MaLead team of six analysts that built capacity plans and distributed critical associate performance metrics. Redesigned the forecasting process, capacity planning function and statistical short and long-term models for Comcast's NorthEast call centers (covering New Jersey, Pennsylvania, Maryland/DC/Virginia/Delaware, Massachusetts/New Hampshire, Connecticut/Vermont). Implemented strategic reporting vehicles that guide senior leaders in identifying areas of greatest opportunity for agent coaching. Increased operational efficiency through design and execution of first region-wide shift alignment, drastically improving the organization's ability to meet operational goals.
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Director Of Executive & Client ReportingFidelity Investments Nov 2006 - Feb 2009Designed and implemented a new client reporting process that delivered consistent, reliable and accurate measures to internal requestors and provided both standard packages of agreed-upon metrics and customized reporting to user specifications. Created and lead three person team of analysts and integrated offshore team of eight reporting analysts located in Bangalore, India. -
Director Of Resource EstimationFidelity Investments May 2005 - Nov 2006Member of implementation team that created a new Request For Pricing (RFP) response process and developed a group of centralized estimation tools for consistency in pricing, staffing and budgeting. Developed risk assessment tools across multiple products that captured the drivers of implementation complexity and unified stakeholders across matrix organization of 4 products and 7 functions to the centralized pricing tool.
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Director Of Capacity PlanningFidelity Investments Jun 2003 - May 2005Managed team of three analysts responsible for the forecasting and staffing function of 5 call centers employing over 1,800 associates and handling over 11 million calls per year for 5 different lines of business. Recommended site allocation and space requirements, developed staffing inputs to pricing models, and created yearly budget forecast.
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Senior Business AnalystFidelity Investments Jun 2001 - Jun 2003Designed and implemented a strategic forecasting process using time series regression methods and other drivers to project call volume and handle time for representative and automated channels. Consistently demonstrated an average error less than 10% per month using a two month time horizon.
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Business AnalystFidelity Investments Feb 1996 - Jun 2001Produced statistical analysis and presented recommendations for a wide variety of management issues. Topics included staffing levels, performance measurement, call volume trends, and customer behavior.
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AnalystChase Manhattan Sep 1994 - Feb 1996 -
AssociateWalden Hall Associates 1993 - 1994
Keith Sawyer Skills
Keith Sawyer Education Details
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Business Administration -
Business
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Keith Sawyer attended University Of Rochester - William E. Simon Graduate School Of Business Administration, The College Of New Jersey.
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Keith Sawyer has skills like Forecasting, Staff Planning, Resource Estimation, Analysis, Statistics, Operations Management, Budgeting, Strategic Planning, Operations Research, Data Analysis, Process Improvement, Planning.
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Keith Sawyer
Tech-Savvy Professional | Data Science | Machine Learning Engineering |Data Mining / Data Wrangling | Articulate Communicator | Advanced Python Programmer | SqlAtlanta Metropolitan Area2gmail.com, pearson.com -
Keith Sawyer
Creativity Researcher, Best-Selling Author, Podcaster, Innovation Consultant, Professor At The University Of North Carolina At Chapel HillChapel Hill, Nc7unc.edu, unc.edu, keithsawyer.com, aol.com, aol.com, gmail.com, keithsawyer.com
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