Open to opportunities

Sean Melvin

@seanmelvin

Message

I build scalable workforce strategies for complex contact center operations.

United States

Message

What I'm looking for

I'm looking to lead scalable workforce strategy and operational excellence for complex, multi-site or multi-channel customer operations, partnering across Operations, Finance, HR, IT, and vendors to improve capacity, service delivery, and workforce performance.

At FanDuel, I directed Workforce Management for a rapidly growing customer operations organization, leading workforce planning, forecasting, capacity planning, scheduling, real-time management, analytics, and labor optimization.

I led two major NICE Workforce Management migrations and redesigned seasonal shift-bid strategy to reduce staffing requirements by approximately 10% while increasing access to desirable shifts. I use Erlang C forecasting, capacity models, executive dashboards, SQL, Looker, and Lean Six Sigma methods to turn demand and operational data into staffing, budget, and service-level decisions.

Across FanDuel, Arizona Blue Cross Blue Shield, American Healthways, Mobile Mini, and earlier WFM leadership roles, I’ve supported healthcare, health insurance, BPO, multi-site, inbound, and outbound contact center operations. I enjoy building capable WFM teams and partnering with Operations, Finance, HR, IT, vendors, and executive leaders to improve workforce performance.

Experience

Work history, roles, and key accomplishments

Director, Workforce Management

FanDuel

Nov 2020 - Oct 2025 (4 years 11 months)

Directed the Workforce Management function supporting a large-scale, rapidly growing customer operations organization. Provided strategic and functional leadership across workforce planning, forecasting, capacity planning, scheduling, real-time management, workforce analytics, technology, and labor optimization.