Stephen Doherty Email & Phone Number

Boston, Massachusetts, United States

• Provides analysis and strategic consulting by considering enterprise initiatives, workload trends, shrinkage patterns, and key business goals to optimize staffing,• Forecast call volumes and resource needs based on historical data/metrics and current trends (e.g., membership composition/benefits changes, upcoming events, automobile/home policy changes, online tool changes, seasonality).• Recommends performance solutions that balance business and employee needs.• Responsible for administrative functions of supporting call routing, building new queues, adjusting current call routing, handling all early close, weather closes, emergency support for the call center switch. Support all call center areas for administration.• Ensure proper staffing levels to meet contractual obligations and established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps to balance work and efficiency.• Provide oversight for skill management, work distribution, and workload balancing.• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, Planning/ Forecasting).• Perform real-time analyses of performance data and shrinkage to respond appropriately by utilizing technology and resources to meet business needs. Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations.• Manage contact center reporting to ensure accurate, timely reports including analysis. Ensure regulatory reporting is accurate and submitted on time. Partner with reporting team to publish phone data.• Act as expert for contact center to effectively maximize technology and resources while maintaining an optimal customer experience.

Greater Boston Area

• Workforce Management, Subject Matter Expert for major forecasting calculation changes, driving increased accuracy and stronger insight into future planning. • Lead role in companywide conversion of Staffing Demand models to incorporate supply needs based on variable work goals.• Provided long term forecasting tools that management could easy manipulate to generate potential what-if scenarios and measure efficiency and effectiveness.• Liable for ensuring CMS Mandates and State Regulations are adhered to in all aspects of relevant planning and guidance.

Boston

Manager of Workforce Planning Team for Call Center at Neighborhood Health Plan

Managed Call Center productivity goals across multiple groups by effectively balancing call volume and resources among the member service organization.Analyzed call volume and average handle time trends to determine daily forecasts and optimal associate schedules to meet service level objectives.Communicated to management and supervisors trends in call demand, overhead rates, and environmental changes into forecast.Provided technical support for workforce management across multiple sites.Coordinated disaster recovery plan to ensure no service interruption to members due to inclement weather or natural disaster. Helped Member Service Organization meet performance guarantees for 4 consecutive years which resulted in savings of 4 million dollars. Call Management Support Analyst (2006-2008)Monitored the Call Management System (CMS) for incoming call volume and the Aspect system for real time/ historical adherence.Designed and prepared accurate reports (i.e., daily operating reports, adherence & call analysis) for senior management to review.

Implementation of new workforce management software IEX across multiple sites.Forecasted and Scheduled for several business units using IEX/TotalView to ensure productive Workforce Management.Educated Management and Business Partners on Lucent Definity CMS, Best Services Routing and Agency Advocate.

Managed telecommunication resources routing using applications AT&T Route It and Cisco/Geotel. Led project teams for implementation of improvements across the business unit.Received 2 quarterly performance recognition awards.

Coordinated all off-line activities for phone representatives across various product groups to ensure that NASD requirements and Firm objectives were obtained.Responded to ad hoc Inquiries from management for information and analysis on volumes and/ or performance.

Criminal Justice

Political Science