Stefan K. Smith

About Stefan K. Smith

Experienced leader with a demonstrated history of working in Contact Center industry. Skilled in Business Planning/Forecasting/Scheduling/Analytics, Operations Management, GSP/Vendor Relations, Coaching and Team Building.

Experience

1. Senior Manager, Enterprise Workforce Management (Wfm)

   Cigna Healthcare

   Jan 2019 — Present

   Lead the Call Center Short-Range Forecasting team for Cigna’s Pharmacy Benefit Management (PBM) division. Oversee forecasting for 14 lines of business supported by internal agents and six global service providers (GSPs) for approximately 4,500 agents. Deliver accurate short-term forecasts at the 15-minute interval level to manage over thirty million annual voice, email, and chat contacts. My team’s work directly impacts the management of $70+ million in annual penalty guarantees, driving operational efficiency, improving service levels, and enabling cost-effective workforce planning.

Education

• Saint Leo University

  Master's degree, Business Administration (MBA)

• Florida Institute of Technology

  Master's degree, Project Management (MPM)

• Fort Hays State University

  Bachelor of General Studies (BGS)

Skills

• Hiring
• Business Process Improvement
• Avaya
• Forecasting
• Management
• Team Building
• Customer Experience
• Business Planning
• Operations Management
• Workforce Management
• Call Centers
• Team Leadership
• Human Resources
• Outsourcing
• Workforce Planning
• Cross-Functional Team Leadership
• Team Management
• Strategic Planning
• Process Improvement
• Vendor Management
• Metrics
• Coaching
• Performance Management
• Change Management
• Customer Service
• Business Analysis
• Customer Satisfaction
• Call Center Development
• Acd
• Capacity Planning
• Contact Centers
• Six Sigma
• Leadership
• Inbound Marketing