Manager, Workforce Management Cover Letter

I am excited to be applying for the position of manager, workforce management. Please accept this letter and the attached resume as my interest in this position.

In the previous role, I was responsible for feedback to applicable partners on needed technology process improvements to enhance Workforce Management performance (e.g., IEX Admin, Operations, NOC).

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

• Provide day to day direction ensuring efficient and effective delivery of services and solutions in accordance with established SLA's, compliance and regulatory guidelines
• Protect organizational interests and minimize risk by complying with procedures, standards and controls
• Operationalizes new business engagements and initiatives where applicable
• Enable the supported businesses to meet their Fiscal Plan
• Proactively looks for ways to enhance the Intraday processes, and makes recommendations to enable the business to achieve objectives, while balancing the employee experience
• Actively supports the use of IEX and other technologies to create greater efficiency
• Takes a leading role to educate and enable business partners to self-serve and source pertinent information
• Provides subject matter expertise in Intraday including knowledge of external best practices and emerging trends

I submit this application to express my sincere interest in the manager, workforce management position.

Previously, I was responsible for leadership vision and develop strategies for how workforce management systems and related processes can support the operational priorities of the medical centers.

Please consider my qualifications and experience:

• Knowledge of scheduling, forecasting, and/or workforce management tools is preferred
• Previous supervisory and/or management experience is strongly preferred
• Can work collaboratively with others to achieve outcomes, self-motivated and able to work under pressure
• Knowledge in resources management, banking products and call centre operations is preferred
• Collaborates with Regional Management, Finance and H.R
• Working knowledge of IEX and Avaya
• Experience in managing programs/processes in high-volume, scalable environments
• Provide leadership to a global team of demand planners and schedulers across multiple sites

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

Previously, I was responsible for consulting services to contact center managers seeking effective methods to resolve Workforce management problems of varying complexity.

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:

• Understanding of Workforce Management processes, theory, platforms/systems and organization is an asset
• Business of the Bank – Understands the bank, understands the industry, understands the customer/client
• Adept at interacting with diverse groups, comfortable with peer coaching, consistently shows personal leadership in a team environment, including interactions at multiple levels
• Demonstrates effective, polished and professional presentation/facilitation skills to multiple audiences
• Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels within the organization
• Business intelligence with an understanding of the broader North American Phone Channel pillars is considered an asset
• Experience with third party scheduling software, Kronos preferred
• Experience in a large call center environment

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

In my previous role, I was responsible for expertise to design, implementation, operations, optimization and issue management of the Service Organization-wide Workforce Management Aspect system Provide direct technical support for all requirements in planning, coordination, programming and implementation of releases, upgrades or changes / modifications to application software and other technologies.

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

• Experience in the development and execution of workforce planning strategies and toolsincluding succession planning, forecasting and talent mobility
• Experience of using Telephony / ACD systems in preparing and running customized reports
• Experience of call routing/ skilling mechanism in contact centre on CISCO or Avaya telephony platform
• Building and maintaining complex forecasting models using MS Project and integrating these with proprietary database and related IT resources
• Previous experience working within the Travel Industry preferred but not mandatory
• Good client relationship management experience
• Prior Health Insurance claims experience strongly preferred
• Strengths in methods and techniques of business process, excellent oral and written communications skills

I submit this application to express my sincere interest in the manager, workforce management position.

In my previous role, I was responsible for expertise to design, implementation, operations, optimization and issue management of the Service Organization-wide WorkForce Management Aspect system.

Please consider my qualifications and experience:

• Coach and develop team members by accurately accessing their strengths and opportunities, giving timely and specific feedback, challenging direct reports to optimize performance
• Oversee successful capacity planning implementation to make sure we use advisor resources effectively
• Enhance staffing models to drive flexibility to deliver strong service levels and lower cost to service
• Oversee scheduling matrices that make sure we can achieve service levels, stick to schedules, and other financially impacting goals, using projections and historical information
• Partner with our Real-Time Management team to ensure comprehensive analysis of call patterns, intra- and inter-day activity, and directing adjustments as needed in real time to ensure optimal productivity and efficiency
• Foster cross-functional collaboration to address service level issues, moving people to act when necessary
• Work effectively with cross-functional teams such as Operations, Finance, HR, and Systems to manage continuous improvement activities that drive stronger customer experience within budget to serve across the end-to-end player journey
• Review processes related to our WFM system (Aspect), audit individual workforce management groups to make sure we use all core processes and tools to achieve optimum results