Kim Sektnan
Manager Workforce Management @Affinity Water
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WORK HISTORY
Manager Workforce Management @Affinity Water
Hatfield, GB
Built multi-channel forecast and capacity plan for significant annual contacts; standardized shrinkage & volatility assumptions for regulated contact channels.Led WFM rollout: Architect design for queue groupings, skills model, alerts, adherence policy, schedule optimization, Realtime management, KPI design, BI integration.Product owner for CCaaS: IVR journey mapping, Channel activation, knowledgebase structure, frontline search/tag strategySet SWP cadence: capability heatmaps, risk scoring, skills pipeline aligned to AMP cycles and Ofwat expectations.Evaluated Conversational Intelligence at significant call scale to mine drivers, QA themes, and deflection opportunities.Introduced intraday playbooks (reforecast, OT, flex pools) and governance (RACI, alerting) to stabilize SLA under demand spikes.
EDUCATION
Malakoff VGS
Electronics and communications
Andøy university
Geology/Earth Science, General
SKILLS
ABOUT KIM SEKTNAN
I build and lead Workforce Management and CCaaS capabilities that connect people, data, and technology to deliver exceptional customer experiences. Starting on the contact centre floor gave me a grounded understanding of real demand, emotion, and process under pressure. That foundation shaped my approach: “Right people, right place, right time - every time.” Today, I own the full CCaaS platform as Product Owner and lead Workforce Management end to end for the contact centre. I architect design flows, integrate data across systems, and turn demand, supply, and conversational insights into clear operational and CX strategy. At Affinity Water I’m responsible for: End to end workforce strategy meaning accurate forecasting, scheduling, and supply modelling for 200+ agents across voice, digital, and self-service channelsCX modernisation where i lead the Puzzel CCaaS ecosystem (IVR, chat, WhatsApp) and support the implementation of small to enterprise technologies in an effort to improve data integration and customer journeysInsight and assurance leadership lets me use analytics and conversational intelligence to drive decisions, while overseeing BCP, risk management, and cross-functional processes As a member of the Puzzel Customer Advisory Board, I work directly with the vendor to shape the future of workforce technology and contact centre innovation. I’m driven by the challenge of building resilient, data-driven systems where teams perform at their best and customers truly feel the difference.
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