Workforce Analyst Cover Letter

I submit this application to express my sincere interest in the workforce analyst position.

Previously, I was responsible for local and remote support t UnitedHealth Groups computer user community and Call Center related telephony problems.

Please consider my qualifications and experience:

• Understanding of operational metrics (throughput, turnaround time, quality)
• Experience in managing forecasting, capacity planning, scheduling and real time functions in a multi-site/skill environment preferred
• Preferably proficient in MS Excel
• Minimum 6 months experience in generating and using intra-day forecasts reporting forecasted data
• Knowledge of business processes, call center management and forecasting tools
• Knowledge of business related systems
• Intermediate proficiency MS Excel, PowerPoint, Word
• Office call center environment

Please consider me for the workforce analyst opportunity. I am including my resume that lists my qualifications and experience.

In my previous role, I was responsible for information, support and feedback to call center supervisors and managers with analyzing daily call center activity reports and make recommendations on how to increase or improve productivity.

Please consider my experience and qualifications for this position:

• Hands-on with technology and familiarity with data analysis tools
• High proficiency in Microsoft Excel and PowerPoint and a thirst to continuously improve facility with these and other software, specifically automating tasks using Microsoft Excel
• Knowledge of contemporary HR structures, systems and processes
• Familiarity with business intelligence or statistical software
• Administer the Aspect WFM software tool for assigned site(s)
• Work with Service Data Analytics Manager on capacity plan including long-range forecasts of volume and headcount to achieve cost efficiency gains
• Understand any changes or trends in daily or interval proportions which would impact staff requirements
• Create agent schedule requirements to mirror contact arrival patterns

In response to your job posting for workforce analyst, I am including this letter and my resume for your review.

In my previous role, I was responsible for technical support to SOA’s Telephony department by triaging issues and partnering with them to solve technical issues within the call center.

My experience is an excellent fit for the list of requirements in this job:

• Completely bilingual oral and written
• May require relevant work experience
• Utilize unified Workforce Optimization functionality to address a broad range of contact center functions
• Participate as a key technical resource during project implementations, and provide authoritative technical guidance to the customer and project team
• Improve Workforce Optimization processes by mapping and analyzing them in near real time to identify variances, bottlenecks and opportunities to streamline steps
• Demonstrated experience with MS office suite including Excel, Word, PowerPoint, Visio, Access
• Experience integrating data from complex, diverse systems, including PeopleSoft, into workforce analytics software solutions
• Experience working with analytics software solutions, such Tableau, Qlik, SAS, or other similar vendor solutions, is strongly preferred

I submit this application to express my sincere interest in the workforce analyst position.

In the previous role, I was responsible for information to call center leadership on events and long-term trends that impact volume, handle time, arrival patterns, or other dynamics relevant to workforce utilization.

Please consider my experience and qualifications for this position:

• Familiar with processing payroll time cards will be helpful
• Advance Education-preferably in analytical and/or computer related curriculum
• Organized and able to work independently but recognizes when to ask for direction, guidance, and assistance
• Experience with call center technology (Cisco, IEX) preferred
• Highly motivated and self-driven, comfortable taking direction and balancing independent thinking in the weeds under short deadlines
• Working experience using analytical and problem solving skills
• Experience presenting reports, forecasts, trends and recommendations to the team and senior management in a clear, concise and actionable manner
• Intermediate working experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tables

In response to your job posting for workforce analyst, I am including this letter and my resume for your review.

In my previous role, I was responsible for business partners with potential solutions to typical challenges encountered in a contact centre environment: seating, call routing, scheduling, results reporting, etc.

Please consider my experience and qualifications for this position:

• Advanced use of spreadsheet applications such as MS Excel
• Use of statistical analysis and data mining packages such as SAS, SPSS, Minitab or R
• Prior experience in workforce management is an advantage
• An advanced user of Excel
• Some flexibility in working hours preferred
• Expert knowledge of call centre planning and performance metrics and related calculations, mathematics and mathematical relationships (AHT, Contacts Offered/Handled, SVL, Occupancy, ASA, Abandoned Rate, Work Volume, Staffed Hours, Paid Hours, Load Factor, FTE Requirements)
• Expert knowledge of call centre planning methodologies and operational principles, including workforce scheduling practices, and tools (Hills B, Erlang C, IEX, Aspect/TCS workforce management software - eWFM) and other related call centre tools and technologies (ACD's - Avaya CMS, Genesys, report writing software, Data warehouse)
• Highly proficient in the area of influencing skills to present alternatives resolves conflicts and minimizes high-risk situations