Carl Stewart

Experience

• 

  Madison Area Technical College

  Aug 2007 - Aug 2018

  Instructor

  Developing & teaching writing and literature course content to entry-level and returning students from diverse backgrounds in online, in-person, and accelerated formats.

• 

  Captel Inc

  Mar 2008 - May 2013

  The primary functions of this position were forecasting for future call volume based on historical data trends to determine current and future staffing needs for multiple call centers. Additional duties included the following workforce management and data analysis tasks: supervising teams within the Scheduling Department to facilitate completion of interdepartmental reports and the successful completion of long-range goals; developing reports for call center management on shrinkage, adherence, and projected weekly, monthly, and yearly call volume and handling time; adjusting staffing levels and approved time off based on intra-day performance to meet service level and staffing requirements; creating employee schedules based on forecasts for future staffing needs with regard to service level goals. Achievements in this position include persuading Training and Recruiting Departments reassess long-term staffing needs in relation to hiring and training to achieve accurate future staffing requirements and successfully recommending overtime authorization to Call Center Management to increase staffing levels for forecasted inclement weather and poorly staffed holidays to ensure federally mandated service level requirements. Show less

  • Scheduler (Workforce Management Analyst)

    May 2010 - May 2013

  • Lead Captioning Assistant

    Mar 2008 - May 2010
• 

  Kings of Kauffman

  Jul 2014 - Jul 2015

  Staff Writer

  Staff Writer for Kings of Kauffman, writing editorials and commentaries about the Kansas City Royals for one of FanSided's team websites.

• 

  National Guardian Life Insurance Company

  Dec 2015 - Jun 2016

  Policy Owner Service Representative
• 

  Globe University

  Jan 2016 - May 2016

  Adjunct Instructor
• 

  TDS Telecommunications LLC

  Jun 2016 - now

  Leads the development and maintenance of advanced call-forecast models and schedules, ensuring accurate predictions of call volumes, average handle times, and staffing requirements across TDS Contact Centers. Manages WFM tasks and projects, delegating effectively to both stateside and BPO teams, fostering a culture of continuous improvement and adherence to procedural documentation and business rules. Utilizes WFM solution reporting tools to produce and maintain detailed annual, monthly, weekly, and intra-day forecasts, aligning staffing strategies with service level goals across various time frames. Oversees the current CCO WFM Data Visualization site, ensuring timely and accurate management information reports and leading the integration of new reports within the CCO organization. Provides insightful reports to Contact Center Managers, highlighting service level performance and trends in key workforce management metrics like AHT, Call Volume, and Shrinkage. Plays a pivotal role in strategic decision-making, offering staffing recommendations and forecasts for future hiring, attendance management, and liaising with HR as needed. Acts as a software administrator for WFM tools, troubleshooting system issues, and championing tool and process enhancements to optimize workforce management across contact center groups. Collaborates closely with the National Manager and other business leaders, contributing to the budgeting process and creating what-if scenarios for informed staffing and business decisions. Show less This position owns the Forecast and Schedule creation for all TDS Contact Centers. Using Verint Reporting tools, this position develops and maintains Annual and Monthly forecasts and schedules to ensure long-term, short-term, and intra-day service center goals. This position develops and maintains call-forecast models used to predict call volumes, average handle time, and staffing requirements for multiple queues and departments within the contact centers.As a supervisor of the WFM team, this position leads a team of real-time analysts, assigning projects and various WFM tasks to stateside and BPO real-time analysts. This position coaches, trains, develops and evaluates performance of real-time analysts. In addition, this position oversees PTO approvals and works with the real-time analysts to determine strategies for time-off approvals for both stateside and BPO. This position trains and onboards new vendors with local WFM and acquisitions who migrate onto our systems. This position works with both stateside and BPO teams to ensure that documentation of procedures are up to date, business rules are followed, and communication to teams is timely.This position provides regular and extensive forecasting analysis to provide optimal staffing recommendations to achieve service levels. This position also requires detailed, accurate, and timely completion of existing management information reports. This position works closely with the National Manager to provide reports to illustrate overall Service Level performance and overall trending of metrics related to Workforce Management. This position is a key resource in our budgeting process and creating “what if” scenarios when evaluating changes to staffing and business decisions to understand the direct headcount impact. This position consults and makes recommendations on attrition forecasts to evaluate future hiring, attendance management, and works with HR as needed. Show less This position collectively takes ownership for the Forecast and Schedule creation for all TDS Contact Centers. Using Verint Reporting tools, the Forecasting Analyst develops and maintains Annual and Monthly forecasts and schedules in order to ensure we meet long-term (annual & monthly), short-term (weekly & daily) and intra-day (½ hour interval) service center goals. This position develops and maintains call-forecast models used to predict call volumes, average handle time, and staffing requirements for several queues for multiple departments within the contact centers.As a member of the WFM team, the Forecasting Analyst provides regular and extensive forecasting analysis to provide optimal staffing recommendations to achieve service levels. This position also requires detailed, accurate, and timely completion of existing management information reports. The Forecasting Analyst completes initial and ongoing training to enable users to successfully utilize WFM tools. The Forecast Analyst is a software Administrator to ensure proper use of WFM tools and troubleshoot system outages. Show less

  • Associate Manager - Workforce Management & Forecasting

    Feb 2024 - now

  • Supervisor - Workforce Management and Forecasting

    Aug 2019 - Feb 2024

  • Senior Analyst - Workforce Management (Forecasting)

    Aug 2018 - Aug 2019

  • Analyst - Workforce Management

    Jun 2016 - Aug 2018