Workforce Management Specialist Cover Letter

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

Previously, I was responsible for a WFM point of view and direct support to the management teams of the call centers.

Please consider my experience and qualifications for this position:

• Advanced knowledge and understanding of database structures, Access, SQL and Excel
• Flexible work hours including weekends and holidays as needed
• Demonstrated experience and success in Workforce Management in a Contact Center environment
• Hands-on expertise using the Genesys Workforce Management tool and/or similar platforms
• Extremely well organized and capable or prioritizing competing demands with a focus on strategic objectives and coordination of tactical operational initiatives
• Expert level comprehension of core WFM theories and methodologies
• Basic understanding of the planning and delivery of organisation design
• Basic understanding of the planning and delivery of strategic workforce management

I would like to submit my application for the workforce management specialist opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for training to supervisors in the use of WFM platform functions and interpretation of the data presented by the WFM platform.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Proficiency with Excel including working with formulas, pivot tables, v-look ups, and indexing functions
• Intermediate level competency in MS Windows, Word, Excel, PowerPoint and Outlook
• Project management or part of project team in previous roles would be an asset
• Knowledge of Workforce Management Concepts
• Knowledge of Budgeting Concepts
• Self-motivated and possess a strong commitment to excellence
• Innovative and not afraid to challenge status quo
• Solid understanding of Workforce and SLA management

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

In my previous role, I was responsible for guidance and support on WFM applications and processes through continuously identifying and developing support for all channel management to goals.

Please consider my qualifications and experience:

• Strong analytical and conceptual thinking and problem-solving skills
• A track record of building, maintaining and managing relationships within a business, ideally an international business
• Collaborative, confident and creative
• Proficiency with data analytics tools Excel, Tableau, R
• Advanced analytical skills on “big data”
• Basic understanding of IT infrastructure domains including data centers, network/ communications, server utilization, virtual environments, storage, and application development and connecting data
• Basic knowledge and application of relational database concepts
• Excellent knowledge of Aspect WFM or another WFM application such as IEX, Verint 360, Genesys, Calabrio

I would like to submit my application for the workforce management specialist opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for support for the Real-Time and Scheduling Team and act as a Point of Contact in the absence of the WFM Supervisor.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Excel intermediate level, need to be comfortable with formulas
• Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, PowerPoint and Windows operating systems
• Experience using Avaya CMS Supervisor and knowledge of how to write reports in Avaya CMS Supervisor
• Intermediate scheduling experience preferred using (Verint, EWFM, IEX or other WFM tool)
• Working knowledge of securities/financial services industry
• Deep understanding of workforce management principles and best practices, Erlang C Formula
• Working knowledge of the Agile technology development process
• Exposure to workforce management scheduling systems, telephony systems, and or/ LiveChat technology (examples include NICE, Cisco, and LivePerson)

I would like to submit my application for the workforce management specialist opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for clear concise statistical reporting of WFM results and trends for various contact center teams and business functions and confidently make presentations to small and mid-sized audiences, including client-facing presentations; leverage WFM best practices.

Please consider my qualifications and experience:

• Knowledge of Verint 360 or other WFM applications (IEX, Aspect, Genesys, Calabrio)
• Extensive experience with Workforce Management software such as Blue Pumpkin, NICE, Aspect, IEX, preferred
• Experience with scheduling personnel in a large scale call center with multiple locations preferred
• Experience in production planning, scheduling or time and labor management preferred
• Proficient in NICE Systems, Cisco, LivePerson, Excel
• Knowledge of the securities/financial services industry
• Proficiency with Aspect eWFM scheduling software preferred
• Proficiency with Avaya CentreVu Supervisor preferred