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.
• 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.
• 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.
• Provide oversight for skill management, work distribution, and workload balancing.

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.

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