Stefan K. Smith

Stefan K. Smith, MBA, MPM, is an experienced senior manager in workforce management, currently leading the Call Center Short-Range Forecasting team at Cigna since January 2019, overseeing forecasting for Cigna’s Pharmacy Benefit Management division and managing approximately 4,500 agents. Prior to this role, Stefan served as Senior Manager of Forecasting and Resource Management at Express Scripts, where responsibilities included managing forecasting for over 3,000 customer service representatives across multiple call centers. Additional experience includes operations management at Medco, team leadership at The Home Depot, and workforce analysis at Sykes Enterprises Inc., with a consistent record of optimizing workforce strategies and achieving service level agreements. Stefan holds advanced degrees in Project Management and Business Administration from Florida Institute of Technology and Saint Leo University, respectively.