Workforce Management Analyst Cover Letter

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

In my previous role, I was responsible for real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Service Level etc., working closely with them to proactively identify ways to improve results.

Please consider my experience and qualifications for this position:

• Experience managing and leading a WFM group within a contact center
• Experience in a multi-site call center operation with a minimum of 300 agents
• Highly developed statistical, analytical and problem solving skills
• Experience using Workforce Management tools such as Aspect, Verint, or IEX
• Knowledge and prior experience with Aspect WFM is strongly preferred
• A team player who collaborates well in a multi-functional environment
• Fluent/Native English speaker, working knowledge of another European language is an advantage
• Experience learning various technical/analytical tools

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

In my previous role, I was responsible for ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.).

Please consider my qualifications and experience:

• Demonstrated interpersonal skills to communicate effectively and motivate others
• Effective at working both independently and within a team environment
• Working knowledge of computers and all applicable software including an advanced knowledge of Microsoft Office Suite, call routing and contact management solutions, and workforce management solutions
• Communication skills are essential to be successful in this role
• Networks with and influences internal and external contributors to advance knowledge and optimize solutions
• Proactive working style with minimal supervision
• Requires analytical skills, solid mathematics and problem solving backgrounds
• Expertise in Microsoft Excel, Word, Access and Windows operating systems

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

In the previous role, I was responsible for real-time and historical contact center data to the management team, including key performance indicators such as AHT, Shrinkage, Adherence, Service Level, etc., working closely with them to proactively identify ways to improve results.

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:

• Advanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros and VBA)
• Available to work evenings, weekends and Holiday periods based on seasonality of the business to meet needs of a 24 x 7 x 365 contact center operation
• Extensive Analysis , modeling, and administration experience in a contact center environment
• Prior experience working in a contact center with call routing technology and advanced knowledge of related operations support areas such as Staffing/Scheduling, Analytics, Command Centers and Administration is preferred
• Familiar in CMS Supervisor System, Workforce Management System and Quality Monitoring System
• This opportunity has the option to convert to permanent after the length of the 6 month contract
• Statistics coursework preferred
• Business Trend Analysis

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

Previously, I was responsible for analysis and reporting of key WFM performance indicators, including various adherence reports, targeted service levels, shrinkage and occupancy.

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:

• Strong Data Analysis Skills – Education/Experience
• Demand forecasting tools and systems
• Utilize specialized project management methods to define the scope
• Logistics and documentation methods needed for various special projects
• Create dashboards using Tableau or similar tool
• Experience using WFM Solutions, Verint, Nice, Aspect, or equivalents system
• Experience in the use of workforce management and voice analytics tools
• Strong knowledge of contact center technology including Cisco, Verint systems

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

Previously, I was responsible for real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, and Conformance, working closely with them to proactively identify ways to improve results.

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:

• Process improvement including relating certifications in Six Sigma or Lean is preferred
• Advance knowledge of Aspect Workforce Management
• Experience in a multi-site, multi-channel call center operation with a minimum of 300 agents
• Experience using Workforce Management tools such as Aspect, Avaya, Verint, or IEX
• Thorough knowledge of Call Center Metrics and their impact of daily operations
• Strong mathematical and analytical reasoning
• Self-starter who can work independently and manage several tasks simultaneously in a fast paced environment
• Working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) with experience in database development preferred