Shawn Mclaughlin Email & Phone Number

Somers, Ct, Us

New Haven, Connecticut

Springfield, Massachusetts Area

Implement WFM departmental policies and procedures as directed by the Workforce Management DirectorProvide input and direction into the development and monitoring of business plan, fiscal budgets, and department operations to produce both short and long-term profitability Manage Human Resources responsibilities for assigned department to include: hiring, training, coaching.Develop and implement department goals for the entire property in regards to FTE’s, vacation quotas and schedulingCreate special adhoc reports for senior management and auditing Virtual Roster/Kronos for cost savings opportunitiesDevelop and coordinate standardized processes and policies for every department Analyze staffing data provided by department and Finance and make recommendations to senior managementAdjust staffing needs based on volume while maintaining compliance with departments covered by collective bargaining agreementsWork with complex department heads to adjust staffing models and approve schedule changes as necessaryActively advise and provide guidance to the business units around scheduling, labor and leave management Act as the Director in their absence

Redesigned the staffing model to maximize efficiency and reduce operating costs by converting from an AWF focus to an FTE focus. Analyzed processes, restructured staffing plan and completed cost benefit analysis to evaluate probability for success. Develop overall workforce strategy and define how to provide the best customer experience while continuing to drive maximum efficiency.Drive and measure results in long and short-term forecasting, resource scheduling, intraday adjustment and real-time adherence management.Utilize Aspect WFM software tools and planning processes to generate and create optimized agent schedules, plan offline activities and develop hiring plans needed to ensure all SLAs and cost per call metrics are consistently met.Analyze contact center performance trends to determine optimum off line activities as well as identifying shrinkage and occupancy issues.Maintain relationships with workforce software vendors and maximize utilization of systems and tools.Review contact volume forecasts and staffing gaps with customer service management team on a daily, weekly, monthly, quarterly and yearly basis.Establish and maintain communication channels with Business Development, Customer Experience Management, Customer Operations Management, Training and Marketing to understand event landscape and the impact to contact volume.Work with the CE leadership to identify areas of opportunity and collaborate on strategies for improving contact center performance.Provide executive level reporting on workload trends, staffing requirements, and call center performance.Create, maintain and exercise business continuity plan.Worked closely with training to develop an agent development plan including hiring, training cadences and agent career progression. This plan increased eNPS by 15 points and reduced attrition by 30%.Intimately involved in the redesign of the IVR, allowing for an improved customer experience and better understanding of call drivers.

Managed a team of 24 staff in distinct roles including Lead Technician, Device Specialist, Mentor, and Customer Service Technician.Hired, trained, coached, mentored, counseled, and evaluated the performance of direct reports. Conducted individual monthly coaching sessions with all staff members.Developed, implemented, and assigned specific work plans to meet operational goals in the areas of customer service, e-mail, correspondence and document management.Coordinated the monthly employee schedule and payroll for 24 staff members.Interfaced daily with staff to develop Scope of Work for projects and report on project timelines and milestone progress.Provided support to customers for sales and technical support queries, responding to requests for service that required an expert level of service and planning.Instituted effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems. Repaired, replaced, and troubleshot damaged and malfunctioning components of damaged cellular devices to restore full operational capacity.Designed support solutions for improved productivity, streamlined operations, and faster access to critical information.

Supervised the prompt delivery of the 100 carriers delivering the daily newspaper to three cities achieving maximum home delivery penetration within designated areas.Answered subscriber issues including; missed paper delivery, property damage claims and disagreements with carriers.Ensured all routes within designated area were properly contracted for delivery, sales, and collections to individuals which met the qualifications and performance standards established in circulation contract.Maintained accounts receivable within assigned district which included 3 towns. Achieved monthly goals which included 100% route collection, growth and customer service goals. Assisted with the dispatching of newspapers and the checking in of carriers at the distribution center.