Workforce Management Analyst Resume Samples

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S Schuppe

Salma

Schuppe

47388 Mraz Wall

Los Angeles

+1 (555) 530 4815

47388 Mraz Wall

Los Angeles

Phone

p +1 (555) 530 4815

Experience Experience

Philadelphia, PA

Workforce Management Analyst

Philadelphia, PA

Berge LLC

Philadelphia, PA

Workforce Management Analyst

Providing recommendations for improved performance within the Workforce Management team and for supported work groups
Creates and communicates schedules and provides regular reports to management on workload and workforce
Identify and scope insights rising from the workforce management team that will lead to improve our ecosystem (fraud fighting / payment improvements)
Provide workforce and performance reports to management
Based on analysis, provide process improvement and operational improvements to management
Analyze intraday call forecasts and communicate to management team – provide commentary to assist supervisors and managers in meeting daily/weekly goals
Engagement with Business Unit and Workforce Management Team Leader in relation to call centre performance and provide commentary on impacts and key drivers

Dallas, TX

Workforce Management, Analyst

Dallas, TX

Koss, Metz and Lang

Dallas, TX

Workforce Management, Analyst

Compiles and distributes and analyzes daily, weekly, and monthly callcenter performance reports
Prepares and reviews analyses of all billings and sales/retentionactivities
Responsible for the creation and ongoingmanagement/maintenance of a database of all errors
Monitors headcount expense reductions and optimizes cost per callthrough forecast analysis and assists in vendor management expense
Forecasts for all business partners and find solutions for improvingmetrics, along with making recommendations on how to increase or improve productivity
Matches staffing to workload arrival patterns, planning schedules,maintaining accurate staffing data, assisting with long-range staffingplans, collaborating on OPA decisions/reporting, and handling multipletasks aimed at meeting/exceeding ongoing service level and occupancyobjectives
Partners with Subject Matter Experts for consultation andrecommendations on management of call routing

present

Boston, MA

Senior Workforce Management Analyst

Boston, MA

Rutherford-Waelchi

present

Boston, MA

Senior Workforce Management Analyst

present

Interpret and improve forecasting models using data collection, data analysis, and statistical tools
Mitigate capacity risks by identifying and managing risk areas across regions, divisions, and sites
Assist in managing our workforce management systems, reporting tools and recommend solutions to maintain exceptional service to our business partners
Perform statistical analysis of service center data, including forecasting and historical trend analysis
Participate in wider initiatives such as process improvement planning and managing projects
Produce reporting that will enhance operational insight, increase business results, and track business value of workforce management
Facilitate monthly planning meetings with relevant parties; share and adjust accurate short- and long-term workload and headcount forecasts

Education Education

Bachelor’s Degree in Business

San Diego State University

Bachelor’s Degree in Business

Skills Skills

Ability to create and manipulate tables, charts, graphs, formulas, macros and pivot tables in Microsoft Excel
Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously are essential. General understanding of call center statistics
Knowledgeable about typical call center performance metrics
Ability to maintain a professional demeanor at all time
Ability to analyze information and use logic and process knowledge to address work-related issues and problems
Ability to communicate in a professional and courteous manner when interacting with others via phone, email or in person
Ability to identify root causes of problems and develop measurable solutions to eliminate re-occurrence
Ability to establish strong partnerships with all levels of the organization while adjusting communications to the specified audience
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
Ability to organize information and have attention to detail and accurately follow procedures

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15 Workforce Management Analyst resume templates

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Workforce Management Analyst Resume Examples & Samples

1-3 years customer service experience in banking or credit card Online Service Center, demonstrating superior performance (if external candidate)
1+ years of experience in department, demonstrating superior performance and customer service skills (if internal candidate)
Thorough knowledge of Online Service Center systems, procedures, and regulations
Excellent verbal communication skills; able to deliver feedback effectively and express thoughts concisely

Workforce Management Analyst Resume Examples & Samples

Provide real-time monitoring via tools (Aspect WFM, Avaya CMS, etc.) and workforce management techniques. Make intra-day adjustments to maximize resource efficiency and achieve service level objectives
Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level objectives are met. Make scheduling adjustments and recommendations to management based on business need
Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. Provide analysis to determine accuracy between staffing model requirements and actual schedules leading to improved organizational performance
Create daily, weekly, and monthly contact volume forecasts by analyzing inbound call activity/historical trending
Compile, track, and analyze workload drivers, integrating into model to improve forecast accuracy
Create and maintain real-time, historical and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the organization
Track and trend call KPI's (Key Performance Indicators) and produce daily and monthly dashboard reporting. Use information gathered to draw conclusions about trends, variances (against plan, year-over-year, etc.) and business performance
Provide management with information and analysis regarding workload, traffic distribution and service level performance
Proactively seek opportunities to improve processes that lead to greater operational effectiveness and a positive merchant experience
Recommend service and operating improvements to the Workforce Manager and key business partners in the contact center
High school diploma required with at least three years of customer service experience in a contact center environment
Advanced knowledge and a minimum three years experience with Microsoft Excel required; intermediate knowledge of all other Microsoft office products
Ability to create and manipulate tables, charts, graphs, formulas, macros and pivot tables in Microsoft Excel
Previous experience utilizing Workforce Management products such as Blue Pumpkin, IEX TotalView, Aspect WFM or similar preferred
Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously are essential. General understanding of call center statistics
Ability to learn, understand and utilize call center workforce management software
Willingness to support peers and management staff
Ability to collect information, analyze trends and make recommendations
Ability to perform with a high degree of accuracy and adhere to established timeframes
Ability to communicate in a professional and courteous manner when interacting with others via phone, email or in person

Workforce Management Analyst Resume Examples & Samples

Bachelor’s degree or two years or more experience working in a same capacity in a large care center would be considered in lieu of education
2-3 years' experience as a daily operations analyst with a widespread knowledge of care center work, process and technologies
Must have quantitative and analytical skills and be able to utilize organizational, interpersonal and written communication skills
Logical thinking and deductive reasoning skills are required
Good project and time management skills are required
Must consistently follow up on issues is crucial
Must be a self-starter as well as a team player that can work independently with minimum supervision
Must be able to work in a fast-paced, ever changing environment with multiple priorities/projects
PC skills to include: Microsoft Office Suite, database software, and statistical analysis software

Workforce Management Analyst Resume Examples & Samples

Evaluate results and outcomes to develop workload and production solutions/recommendations for the administrative operations teams
Evaluate information regarding volumes of work, production results, trend current and historical patterns of volumes, trend current and historical staffing hours, along with associated costs in order to develop improvement solutions
Develop relationships with administrative operational leadership through daily communication (written, verbal and listening)
Perform root cause analysis when action plans do not net desired results; proactively gain an understanding for the distribution departments and functions; track and forecast volumes for staffing model recommendations; produce reporting that will enhance the operational business insight and increase results; daily collaboration with operational leadership coupled with daily monitoring of volumes and results
Develop and present recommendations for administrative operation partners
Three years of relevant professional experience in a leadership role as either a Supervisor or Manager
Outstanding written and verbal communication skills (demonstrated) with the ability to present information at all levels of the organization
Ability to manage multiple simultaneous initiatives and change direction easily

Command Center Workforce Management Analyst Resume Examples & Samples

3 - 5 years’ experience as a Workforce Management Analyst with a widespread knowledge of care center work, process and technologies
Must possess strong interpersonal, oral and written communication skills
Must be a self-starter committed to delivering high quality results
Must have strong problem-solving skills, have the capacity to define problems, collect data, investigate facts and draw conclusions
Must be able to achieve deadlines along with multi-tasking
Must be able to interact with all levels of employees; demonstrating clear, persuasive and motivational leadership skills is essential
Requires Microsoft Office Suite with a strong focus on Excel. WFM Software knowledge, Aspect and CMS a plus

Workforce Management Analyst Resume Examples & Samples

Execution of Workforce Management administration functions, including
Completion of agreed scheduling activities in line with requirements
Monitoring service levels/Grade Of Service (GOS)/workflow queue levels
Support the implementation of service level recovery plans
Review annual leave report with Workforce Management Team Leader on a regular basis in conjunction with Managers from Business Unit
Administer trading of schedules to ensure such variations cover the schedule requirements and have no negative impact on the Business Unit service levels
Offering overtime and administering overtime scheduling as approved by Business Unit Leader as business requires
Identify and communicate to stakeholders of any challenges with regards to forecasted risks of service levels that may prevent optimal performance in their operation
Delivery of accurate call centre scheduling based on IEX forecast and provision of rostering to covers actual requirements
Engagement with Business Unit and Workforce Management Team Leader in relation to call centre performance and provide commentary on impacts and key drivers
Completion of administrative tasks pertaining to workforce management, maintaining records, databases (CMS & IEX), and other adhoc tasks
Liaise with K&D and HR for advance planning strategies in relation to training and on-boarding functions
Provide training and support to new and existing stakeholders with systems and processes
Provide regular reporting of performance to stake holders (daily absent/month-end lateness report/month end sickness report)
Scheduling, rescheduling and cancelling off phone activities as required, including alerting stakeholders to over servicing periods to leverage as required
Monitoring Front Line Associate (FLA) skill assignment and ensure IEX is updated to reflect accordingly
Providing recommendations for improved performance within the Workforce Management team and for supported work groups
Review rosters to check effectiveness of schedule match to requirements
Other tasks as directed
Work in accordance with all GE policies and procedures, demonstrating high ethical standards consistent with the GE Spirit & Letter
Immediately escalate any potential compliance issues to Team Leader, Compliance, Legal, HR or through any Open Reporting channels
Complete 100% of all Compliance training and any other training as assigned to you when due
Ensure you adhere to all the Environment, Health & Safety (EHS) policies, procedures and responsibilities as detailed in the EHS Manual on the EHS Links site
Other related tasks as agreed

Workforce Management Analyst Resume Examples & Samples

Create and deliver long term (monthly) and short-term (weekly, daily, intra-day) skills-based capacity plans including call volume, AHT, shrinkage, and headcount requirements
Administer the European vacation allocation including annual and month-to-month management of allotments
Create and maintain long-term scheduling processes to ensure optimal utilization of call and chat-based resources including center-wide skills-based schedule creation, bids / changes
Analyze customer service site staffing, metrics, and performance to ensure proper staffing and scheduling commensurate with service level goals on a daily, weekly, and monthly level
Partner with contact center operations leadership team to ensure understanding and service level management objectives and improvement plans including delivery of contact center management training and presentations
Ensure that all long-term reporting is accurate and completed in a timely manner
Recognize and interpret trends and recommend operational improvements as necessary to management
Cover Letter which should include

Workforce Management Analyst Resume Examples & Samples

Evaluates project approaches; includes collaborating to provide recommendations for best practices, solution development and training support as well as work with IT partners to understand system solutions and application relationships
Monitors process and outcomes; partners with business units to ensure adoption of best practice consistently across all business areas
Analyzes project performance against goals - audits determined business and process measurements, includes monitoring and measuring progress through reporting
Aptitude to read, analyze and interpret data/results with strong problem-solving and solution-seeking ability
Ability to support, prioritize and organize multiple projects and communicate appropriate details to business partners
Proven ability to communicate complex technical ideas and theories, in an informative and persuasive manner, to a non-technical audience
Strong knowledge of Microsoft Office with expert level knowledge of Microsoft Excel
Excellent communication, organizational and time management skills, displays initiative and self-motivation

Workforce Management Analyst Resume Examples & Samples

Produce weekly schedules for 100 - 200 Customer Service Representatives based on forecasted volume and workload to ensure adequate staffing levels for all customer service teams
Monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPI’s
Build models that allow the leadership team to create an effective combination of full time and part time workforce that can be leveraged for high volumes both intra and inter day
Own the labor budget
Prepare daily/weekly/monthly reports and distribute to management team
Make recommendations, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives
Partner with Operations team to monitor CISCO and Right Now Technologies to allocate the workload appropriately
Coordinate with Ecommerce Call Center leadership to incorporate seasonal variations, cross training, and special events that impact contact volume
Review CISCO reports with Operations and Call Center teams to identify areas of opportunity and improved efficiency
Forecast long term models of contact volume using previous business trends and real time business trends while maintaining variance KPI’s set
Apply effective theories on everyday business challenges that will balance service levels and occupancy
Ability to identify root causes of problems and develop measurable solutions to eliminate re-occurrence
Ability to analyze labor data and historical and projected call volumes to create optimized labor schedules
Ability to schedule non-exempt labor and adjust to day-day personnel issues while maximizing team effectiveness
Ability to collect labor and employee performance data via disparate systems into a single source of information and use that data to drive business decisions
High degree of verbal and written communication and presentation skills, and the ability to effectively and concisely present information at all levels of the Ecommerce organization
Advanced understanding of Call Center Operations, contact flow, and metrics
Working knowledge of using CRM tools
Knowledge of ACD
Basic computer skills including Microsoft Office Suite
At least 1 year of call center labor scheduling and forecasting experience preferred
Experience using NICE IEX workforce management preferred,

Workforce Management Analyst Resume Examples & Samples

Exceptional customer service skills, focus on customer
Exceptional Microsoft skills (Excel, PowerPoint, etc)
Analytical Thinking (In-depth)
Technology Understanding (Working)
Environmental Understanding (In-depth)
This role requires the ability to interact with all business partners while may include; requesting assistance, information sharing, training. This role receives direction from the Workforce Manager and interacts with Assistant Branch Managers, Managers, RVPs and other business partners

Workforce Management Analyst Resume Examples & Samples

Creation and maintenance of schedules for multiple departments
Ensure staff are aligned on shifts that match business need, propose strategic recommendations, execution through to inception and beyond
Compile, summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc
Analysis of consolidated staffing plans across multiple departments and potentially multiple lines of business
Interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business
Projection of future performance at individual centers, individual departments and for individual lines of business
Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals
Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
Coordinate with various departments and centers on a daily basis on staffing levels and production/contact center efficiency maximization as well as issues affecting production
Must perform other duties as required or assigned
A strong aptitude in attention to detail, the ability to multi task, competent at analytics, familiar with Contact Center and Production Operations
Ability to interact with different departments at various levels with a consistent, self-assured, pleasant manner, making strategic business recommendations backed up by analytics and facts
5-10%
Telecommute opportunity anywhere in the US; Must be available to work EST hours

Workforce Management Analyst Resume Examples & Samples

Associate's or Bachelor's degree
Workforce Management experience or Contact Center experience; understand the daily needs and interactions of a busy call center environment
Advanced level with reporting and analytics in Excel
Very strong verbal and written communication skills
Hours of operation are 8 am – 8 pm. Flexibility is required during this time, which includes working until 8 pm and some weekends
Familiarity using Workforce Management software (Aspect, Nortel, Avaya, RTA)
Experience conducting data analysis and ad-hoc reporting

Workforce Management Analyst Resume Examples & Samples

You will build complex supply side staffing models
You will be responsible for maintaining Verint WFM Software
Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective vendor scheduling
BA/BS Degree qualified or equivalent experience
Minimum of 2-3 years relevant experience - solving highly complex analytical problems
Experience using Verint Software is a must

Workforce Management Analyst Resume Examples & Samples

Analyze same day / real time call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level
Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees
Track, analyze and report center and agent performance with reports from WFM tool
Track system issues and assess the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business
Based on analysis, provide process improvement and operational improvements to management
Must possess operational knowledge of call center business processes and the factors affecting service levels
Ability to interpret data, identify trends, and produce solutions to complex problems
Effective organizational, multi-tasking, and prioritization skills

Workforce Management Analyst Resume Examples & Samples

Ensure the reliability and quality of underlying data and review the accuracy and appropriateness of reports
Work with our 3rd party partners, ensuring our support centres operate in the most efficient manner possible
Support service tests using A/B testing methodologies

Workforce Management Analyst Resume Examples & Samples

Three years of relevant professional experience
Knowledge of AWD
Experience collecting, organizing, analyzing, and presenting data
Workforce management experience
Management or supervisory background
Ability to take a concept, apply to business need and deliver tangible solution
Insurance industry certifications (i.e. FLMI, LOMA)

Workforce Management Analyst Resume Examples & Samples

Conduct analysis on business events and historical patterns in work volume, trends current and historical staffing levels; produces volume and staffing forecasts; develops and presents recommendations on staffing levels and training needs
Facilitates daily/ weekly planning process; provides insight and recommendations on load balancing and augmentation strategies to meet service objectives and manage costs
Collaborates with front-line managers on intra-day and change management process; recommends actionable adjustments to meet objectives set in the daily/ weekly planning process
Lead review sessions with management
Evaluates information regarding work volumes, services levels, production results and drivers; develops and presents recommendations for improvement action planning
Develop relationships with operational leadership through daily communication (written, verbal and listening); proactively gain an understanding of the departments and functions
Produce reporting that will enhance operational insight, increase business results, and track business value workforce management
Bachelor’s degree or equivalent education/experience. 3-5 years professional experience in operations
Proficiency with MS Office (Excel, PowerPoint, Word)/ advanced proficiency in MS Excel

Workforce Management Analyst Resume Examples & Samples

Based on analysis, provide process and operational improvements to management
Create and provide interval level staffing requirements and schedules on a weekly basis to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
Tactical schedule management to maximize staffing resources and achieve service level objectives and limit staffing expenses
Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations
Provide post-analysis recommendations to WFM leadership on anomalies within the business as well as future new products/services to determine impacts on the business to minimize any negative impacts on overall customer experience
Track, analyze and report center and agent performance with reports from WFM tools
Maintains documentation and workflows for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Research, recommend, and assist with the implementation of call center technology
Provide back-up support for forecasting process
Bachelor’s degree or a minimum of 1-3 years of related work experience in call center workforce operations
Must possess operational knowledge of call center business processes and factors impacting customer service levels
Knowledge of call center dynamics, including WFM methodology, strategies & execution
Excellent knowledge in the use of applications such as Excel and PowerPoint
Effective organization, multi-tasking, and prioritizing skills
Ability to work effectively both independently and as part of a team across all organizational levels where flexibility, collaboration and adaptability are important
Work proactively, innovatively, and creatively while exercising sound judgment in a rapidly changing environment
Report generation experience
Proficient / advanced familiarity with WFM applications (Verint Impact 360 and Cisco CUIC preferred)

Workforce Management Analyst Resume Examples & Samples

Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis
Creates and communicates schedules and provides regular reports to management on workload and workforce
Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency using such criteria as agent to queue ratios, adherence, agent skillset and call back assignments
Creates and designs ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics
Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs
Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs
Make recommendations for improvements in project performance based on analysis of complex metrics
Identifies, shares and continuously improves best practices throughout MAXIMUS WFM community
Uses metrics to analyze and recommend improvements to the WFM process and operating performance
May oversee more junior workforce management staff or handle escalated issues or problems
Bachelor’s degree from an accredited college or university in accounting, business administration or a closely related field. Workforce management certification a plus
3+ years of Workforce Management, Production planning, scheduling or time and labor management knowledge or experience
Strong analytical skills with the ability to identify, analyze and interpret problems and trends
An understanding of call- or service-center metrics, terminology and business processes
Proficiency in Intermediate Microsoft Office Applications
Experience using Workforce Management software

Workforce Management Analyst Resume Examples & Samples

Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance
Analyze, determine and communicate work/training schedules for agents to operations management
Skillset management of agents as instructed by operations leadership or management including availability of agent to queue vs skillset and call back assignments
Manage real time monitoring of agents and notification of unscheduled agents activities and adherence
Develop, create and conduct systems training for supervisors on the workforce tools, processes and best practices
High School Diploma or GED completion required
Bachelor’s degree from an accredited college or university in accounting, business administration or a closely related field preferred
3+ years of related/similar work experience
Skilled in evaluating information and presenting it in a logical manner to select audiences
An understanding of call center metrics, terminology and business processes
Proficiency in intermediate Microsoft office applications
Experience using workforce management software
Workforce management certification preferred
Experience in a back office or call center environment preferred
Familiarity with contracted project work
Experience using workforce management software preferred
An understanding of call center metrics, terminology and business processes preferred
An understanding of enrollment and eligibility process preferred
Previous experience within health insurance or government contract environments preferred
Proficiency in SQL and VBA preferred
Must be able to remain in a stationary position for an extended period of time
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

Workforce Management Analyst Resume Examples & Samples

Minimum of a BA or BS preferred
3 years of call center experience as a Workforce Management Analyst required
3 years of previous operations experience with claims, call center and or front line processors
Experience with workforce management software and resource analysis required
Knowledge of CC Modeler a plus
Ability to develop strong and effective relationships with external vendors and internal stakeholders
Solid understanding of in-house contingent workforce programs
Excellent consultative skills
Ability to adapt to change and implement quickly based on overall direction and needs of the location
Exceptional analytical skills; can interpret data and identify trends and gaps quickly
Ability to resolve issues effectively and efficiently to business partners
Ability to collaborate effectively with others and manage through influence

Workforce Management Analyst Resume Examples & Samples

Enter data and information into the workforce management systems
Coordinates scheduling and adherence activities ensuring performance goals are met; maintains and modifies schedules
Monitors service level and adherence activities and provides updates/suggestions to management when areas of concern are identified
Coordinates intra-day adjustments
Responsible for monitoring the real-time effectiveness of the forecast and the execution of the scheduling plan while effectively communicating with all sites to address service opportunities or issues
Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics
Time off administration
Generate ad-hoc reports as needed
Shift bid administration to align resources with the service requirements
Special projects and duties assigned at the direction of management
High School diploma/GED
One (1) year call center or customer service experience or equivalent combination of education and experience required
Experience with workforce management and/or staffing software
Good judgment, reasoning and problem solving skills
Excellent oral and written communication skills, including presentation skills
Ability to multi-task and function in high volume area and handle deadlines
Demonstrates ability to effectively communicate with all levels of management and non-management team members
PC literate, including advanced Microsoft Office product knowledge
Self-motivated and able to work with limited direction
Bachelors degree in relative field
IEX/NICE experience
Experience with Cisco based phone system

Workforce Management Analyst Resume Examples & Samples

2-5 years of experience in Workforce Management, preferably in contact centers with 100+ employees
Bachelor degree preferred or 3+ years of relevant work experience
Experience with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting
Ability and willingness to learn new software applications
Skilled in complex problem solving, sound judgement, critical thinking and good decision making
Highly organized with an emphasis on accuracy and timeliness
Detail oriented with the ability to accurately follow procedures
Self-motivated with the ability to work with minimum supervision
Highly adherent to professional ethics and confidentiality
Ability to quickly prioritize work in order to meet quick deadlines
Ability to sit the entire day viewing a computer monitor
Availability to occasionally work evening and weekends to meet deadlines

Workforce Management, Analyst Resume Examples & Samples

Prepares and reviews analyses of all billings and sales/retentionactivities
Responsible for the creation and ongoingmanagement/maintenance of a database of all errors
Forecasts for all business partners and find solutions for improvingmetrics, along with making recommendations on how to increase or improve productivity
Reviews monthly location-based customer service productivity, quality,and sales performance goals, report and tracks performance againstgoals
EWFM, IEX, or Blue Pumpkin experience (1 to 2 years)
Workforce Management (WFM) Budgeting experience (1 to 2 years)

Workforce Management Analyst Resume Examples & Samples

Assists in preparing detailed specifications from which programs will be written
Analyzes problems, identifies the application area with the issues, and supports the technical teams in resolving them
Assists in the analysis of business and user needs, documenting requirements and revising existing system logic
Develops and maintains System and Process flow diagrams
Supports the testing of the systems to ensure that the requirements are met
Provides reports/data to more experienced Analysts for determining system integrity

Workforce Management Analyst Resume Examples & Samples

Create and execute test scripts, cases, and scenarios that will determine optimal system performance according to specifications
Develop and conduct test plans for application testing as needed, such as system, unit, regression, load, and acceptance testing methods
Estimate effort and resource requirements and coordinate test plans to ensure work is consistent with development and deployment schedules
Create SQL scripting in MSSQL to support testing
Partner with team to provide technical assistance and to resolve complex problems
Actively participate and implements continuous improvement to the overall QA environment and process
Work independently and as part of a team
Regular attendance is expected based on schedule and business needs
Participation in employee events, onsite meetings, hotel visits and industry conferences is expected
Strong experience in developing and executing manual testing for Software Applications
Experience with all phases of software testing (Functional, Integration, Regression, User Acceptance, and Release Management)
Familiarity with the System Development Life Cycle (SDLC) methodology and familiarity with Agile SDLC
Ability to interact effectively with non-technical, functional user community and resolve data and application issues
Experience authoring SQL queries
Experience managing multiple tasks and/or projects at the same time
MSSQL

Workforce Management Analyst Resume Examples & Samples

Create and maintain contact center shifts and schedules based on the tactical call forecast in WFM platform that are capable of meeting performance targets while allowing for training, team meetings and other such events
Monitor all contact center queues and revise schedules in real-time to accommodate absenteeism, unexpected fluctuations in volume and changes to team schedules
Monitor service levels and productivity throughout each day and propose adjustments to work schedules to the WFM Manager when needed
Conduct analysis and recommend solutions to real time performance issues
Measure forecasting accuracy (call forecast to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) and work to reduce variations in order to ensure performance goals are met. Check arrival pattern shifts. Provide input/feedback for the long-range forecasts for both call volumes and staff needed to ensure service goals are met
Propose optimal use of VTO (voluntary time off) and OT as needed to achieved performance targets to the WFM Manager and, upon approval, notify supervisors and adjust schedules
Develop a productive relationship with contact center supervisors and maintain contact with them throughout the day via instant messaging, email and in-person discussions when necessary
Process PTO approvals and update schedules as necessary. This includes advising the WFM Manager if PTO approvals create risk that cannot be easily mitigated
Process all attendance issues, adjust schedules as necessary and elevate risk created by attendance issues
Update WFM platform, as needed, to capture new hires and attrition. Monitor shrinkage
Provide training to supervisors in the use of WFM platform functions and interpretation of the data presented by the WFM platform

Workforce Management Analyst Resume Examples & Samples

Monitors agent adherence to schedules (RTA), breaks and exceptions, providing reports and making recommendations to Call Center Management personnel
Produce call center forecasts and schedules to maximize resources while meeting contractual obligations
Supports WFM analysts in their monitors of agent adherence to schedules (RTA), breaks and exceptions, providing reports and making recommendations to Call Center Management personnel
Maintains Call Center Management software (eWFM, IEX, Blue Pumpkin) used in scheduling, forecasting, call routing and reporting
Microsoft Office (Access, Excel, Word, Outlook, and PowerPoint)
Workforce Management systems such as IEX, Aspect, and Blue Pumpkin
Long term forecasting (12 + months)
Leading meetings and speaking in front of groups of peers and business partners

Workforce Management Analyst Resume Examples & Samples

Administer and monitor outbound dialing campaigns including design, build and maintenance of campaigns, calling lists, filters and reports
Develop and maintain a comprehensive forecasting model utilizing data from various sources to determine call volume, create staffing requirements and generate work schedules
Coordinate departmental schedules in conjunction with supervisors and managers, including all training, meetings, and miscellaneous events that could affect service levels within the call center; and
Establish a proactive approach to dynamically monitor and manage real-time call center activities
Expert proficiency with various Microsoft Office excel and proficient in other Microsoft office products Word, Access, Outlook and PowerPoint
Strong analytical and numerical skills to collect and interpret data to solve problems
Excellent knowledge of workforce management calculations, technologies and key performance indicators
Ability to make sound decisions quickly in a fluid work environment
Excellent oral, written, interpersonal, and organizational skills
Ability to multi-task in a fast paced environment; and
Experience with workforce management software and telecommunications. IEX Preferred

Workforce Management Analyst Resume Examples & Samples

Should be open to work in shifts along with the team in customer business time
Must have ability to work with a team with willingness to learn and drive to achieve
Practice and focused on Metrics
Demonstrate Excel skills and Reporting knowledge

Workforce Management Analyst Resume Examples & Samples

Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Mathematics, Statistics or related field, or equivalent experience required
Strong analytical and statistical interpretation of data, working knowledge of workforce management
Strong analytical skills to collect and interpret data and information to solve problems
Avid user of analytics
Skill in the use of personal computers and related software applications
Advanced level of proficiency in Microsoft Office (Word, Visio, Project, ITG and Excel)
Strong relationship management skills with the ability to relate to people at all levels of the organization
Prior experience in Workforce Management in a large call center or two years of experience using structured methodologies in analysis and/or quality control required
Excellent knowledge of workforce management calculations, technologies and key performance indicators required
Extensive experience with Workforce Management software such as Blue Pumpkin, Pipkins, Aspect, IEX, etc. preferred
Two years of experience with scheduling personnel in a large scale call center with multiple locations preferred
Experienced with developing and enhancing systems organizational structures preferred
Highly organized and can work independently as well as with a team. '
Flexible, receptive to change, ability to adapt quickly to changing business requirements
Ability to act independently to resolve issues quickly and accurately, and to escalate where appropriate
Ability to maintain confidentiality of sensitive employee information
Ability to successfully execute multiple, complex tasks simultaneously and manage multiple projects
Ability to interface well with business professionals and non-technical staff at all levels as the ability to work effectively as a team member and independently
Ability to influence and negotiate through the use of verbal, written and interpersonal communication at all levels of the organization
Regular Attendance required
Heavy computer usage required

Workforce Management Analyst Resume Examples & Samples

Extensive work experience within own function
Work is frequently completed without established procedures
May act as a resource for others
May coordinate other activities
May coordinate others' activities
Applies knowledge/skills to a range of moderately complex activities
Demonstrates great depth of knowledge/skills in own function
Sometimes acts as a technical resource to others in own function
Proactively identifies solutions to non-standard requests
Solves moderately complex problems on own
Works with team to solve complex problems
Plans, prioritizes, organizes and completes work to meet established objectives
Ability to create and edit documents MS Access
Experience in a multi-skilled environment
Ability to work in a self-manage environment
Independent worker but also working with a team

Workforce Management Analyst Resume Examples & Samples

Directly responsible for the accuracy of WFM volume forecasts, schedules, schedule models and schedule forecasts for the domestic operations, which enable the ability to staff the correct number of associates at the correct time in order to meet customer demand and service level objectives
Performs complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of service offering changes, customer workflow and process changes, operations drivers, and customer routing changes; including financial implications
Analyzes, and supports the team in analyzing, performance utilizing continual forecast strategies, key operational metrics, and leading indicators to understand patterns and trends against tolerance levels
Develops and executes response plans working alongside team to proactively identify priorities and develop insights to maintain business results, improve customer satisfaction, maximize workforce efficiency, and improve operational and financial performance
Leads creation and delivery of forecast, schedule efficiency and operational reports to stakeholders and validates for accuracy; continually monitors, completes ad-hoc queries, and analyzes and measures overall performance for the entire enterprise
Drives innovative impact with a customer driven mindset that leads to operational excellence; continuously assess and redesign processes that are repeatable, sustainable, and scalable to ensure customer requirements are met; accountable for development, maintenance and continuous improvement of all workforce management processes; implements and embeds lean principles and tools
Project management of ad hoc projects
BA, MBA desired
3-5 years of experience in the workforce management space
2 years of experience working with financial models or HR models
1 year experience in car rental/hospitality /retail/call center
Strong modeling skills; proficiency with the Microsoft Office suite including intermediate to advance excel skills required
Experience with JDA/Red Prairie, Workday and ADP software/services
Ability to work in a fluid and fast paced environment

Senior Workforce Management Analyst Resume Examples & Samples

4 or more years of directly related experience
Ability to provide leadership for Workforce analysts within the organization
Ability to present detailed information effectively to executives, groups and individuals
Excellent MS Office skills (Excel, Word, Access, Outlook, MS Project and Powerpoint)
Expert with contact center systems including IEX, Cisco, and data-warehousing tools
Ability to create, generate and interpret reports
Strong Project Management skills (planning, follow-up and escalation, tracking)

Workforce Management Analyst Lead Resume Examples & Samples

Independently initiates, identifies and coordinates the analysis of complex client needs in project areas such as: new/existing business operating models, innovative approaches to solutions support, market research of emerging or available product functionality and operational readiness assessment
Develops cross-initiative integration plans
Identifies other initiatives that exist and ensures that efforts are not duplicated
Supports a variety of applications
Acts as project lead in the coordination of solution development and the implementation of the final product/service
May develop project plans
Minimum five (5) years of experience, to include a minimum two (2) years in a consulting role
Minimum five (5) years of experience in a healthcare environment or other relevant environment

Senior Workforce Management Analyst Resume Examples & Samples

Onboard new teams into the workforce management program
Conduct analysis on business events and historical patterns in work volume, trends current and historical staffing levels. Produce volume and staffing forecasts; develop and present strategic recommendations on staffing levels and training needs
Facilitate daily/weekly/monthly/yearly planning processes; provide insight and recommendations on load balancing and augmentation strategies to meet service objectives and manage costs
Collaborate with front-line managers on intraday and change management processes; recommend actionable adjustments to meet objectives
Lead review sessions with management; evaluate information regarding work volumes, service levels, production results and drivers. Make recommendations for improvement action planning
Develop relationships with operational leadership through daily communication; proactively gain an understanding of the departments and functions
Produce reporting that will enhance operational insight, increase business results, and track business value of workforce management
Coach and mentor operations management in the use of workforce tools and methods
Assist other staff analysts as needed
Bachelor’s degree in a business-related field or equivalent education/experience
Five years of workforce management experience
Written and verbal communication skills to present information to all levels of the organization
Organizational skills to handle multiple and complex initiatives
PC proficiency with advanced skills in MS Excel
Experience in a team lead or supervisory role

Workforce Management Analyst Resume Examples & Samples

1+ years experience with Workforce Management in a contact center
Minimum 6 months experience with agent scheduling for inbound, outbound, and back-office
Minimum 6 months experience in generating and using intra-day forecasts as well as
Long term forecasting (12+ months)

Senior Contact Center Workforce Management Analyst Resume Examples & Samples

Seven (7) years of experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents
Bachelor's degree in Computer Science, Mathematics, Information Systems, Business Administration, or a related field or an equivalent combination of education and experience
Proficient in contact center workforce management tools such as Aspect, Nice, Verint, TeleOpti or Monet
Two (2) years of experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents preferred
Lean Six Sigma or other process improvement methodology preferred
Certified Workforce Planning Professional

Workforce Management Analyst Resume Examples & Samples

Facilitate meetings with management across Customer Care to ensure schedule plans are updated and completed in a timely manner each month
Meet with management to plan for staff meetings, one on ones and any additional off-phone time
Work closely with Quality Monitoring Analyst and Managers to ensure essential training topics and individual and personal development time are scheduled each month with the least impact to service levels
Create and fills monthly and weekend schedules
Evaluate intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities
Provide training for new hires on scheduling procedures
Bachelor’s degree preferred. Associate or technical degree plus two years experience working in a customer contact center utilizing workforce management software required
Proficient use of PC software applications, including Microsoft Office suite of products
Working knowledge of call center technology, including workforce management applications (Aspect/eWorkforce, Impact 360) and Cisco experience preferred
Displays commitment to quality service through appropriate follow through, urgency and persistence
Ability to work on multiple projects simultaneously and adapt to changing priorities

Workforce Management Analyst Resume Examples & Samples

Create daily work allocations for different Operations departments and vendor staff and meet with end users to discuss
Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed
Conduct frequent vendor calls to discuss allocations, issues, and troubleshooting
Monitor and manage specific department call center telephonic activity by agent and client, including designating and moving agents to queues according to business needs
Create and maintain call center agent schedules to ensure adequate coverage and monitor schedule adherence
Analyze daily trends and reports to give necessary feedback to management with regards to staffing appropriately, advice on any needed staffing adjustments
Create various ad hoc reports to help assess department trends and staffing needs including weekly and month end department reporting
Generate daily reports and provide analysis on key performance indicators. Advise management of existing issues and/or potential risks
Ensure Quality Assurance of daily department inventory reports and speak to any variances
Collaborate with IT to resolve system access as well as telephony issues. Create service requests to resolve issues and conduct follow-up
Participate in department huddles and provide feedback
Participate in staff/vendor training on Operations department processes and systems
Review and provide assistance on specification development and testing for enhancement to existing systems
Troubleshoot issues quickly to resolve system problems and ensure minimal workflow disruption
Ability to analyze information and use logic and process knowledge to address work-related issues and problems
Ability to work proficiently with Microsoft Word, Excel, Access
Ability to be careful and thorough about detail
Ability to function under pressure and deadline oriented project demands as well as manage multiple initiatives
Ability to perform well in team environment, with staff at all levels, to achieve business goals
Working knowledge of HIPAA privacy and Security rules
Ability to maintain a professional demeanor and appearance at all time
2+ years’ work experience in a production and quality based environment
Customer call center environment experience preferred
Knowledge of state Medicaid systems preferred

Workforce Management Analyst Resume Examples & Samples

Assist other representatives with more complex workforce allocation issues and system issues
Works closely with senior management on performance metrics and allocations
4+ years’ work experience in a production and quality based environment

Workforce Management Analyst Resume Examples & Samples

Building and maintaining shift profiles and scheduling rules within planning models and workforce management applications
Handling agent scheduling, (including shifts,overtime, training, meetings, absenteeism, vacation, exceptions, etc.) to ensure daily service level objectives are met
Facilitating shift bid process, as needed
Supporting and analyzing Workforce Management tools; update new hires, employee skill attributes, attrition, transfers, etc
Monitoring intra-day volumes to ensure compliance to business needs
Assisting with monitoring of real-time adherence call statistics and pharmacy metrics
Assists with crafting the short-term forecasting models, including volume, productivity, non-productive time, FTEs, etc
Assists with the analysis and reporting of metrics and trend performance to forecast
Work harmoniously with groups across various geographies and time zones, including but not limited to Operations & Human Resources, to coordinate timelines to meet deadlines

Workforce Management Analyst Resume Examples & Samples

Scheduling in Verint WFM for multiple Med-D Enrollment sites
Assisting with forecasting, scheduling, and managing all activities within multi skill/multi-site environment
Assisting in determining appropriate staffing levels and adjustment recommendations in order to meet budgets
Analyzing workflow data, create and implement recommendations to improve contact center quality, efficiencies, and effectiveness and assure service levels and customer satisfaction goals are met
Intraday and real time monitoring of production and schedules
Researching and support various Workforce Management duties and reports as needed
Travel required – 10% to 15%

Workforce Management Analyst Resume Examples & Samples

Prepares daily and intraday reports on Call Statistics and Staff Attendance
Reconciles attendance daily with employee schedules against schedule and time in/time out reporting
Manages changes to scheduling to ensure adequate daily resource coverage
Communicate with management and Sales Team to ensure compliance with company standards
Maintain running reports of KPIs and SLAs
Analyze PTO submissions and approve/deny based on their effect on operations
Monitor and report on attendance and schedule adherence
Monitor call queues
Processes schedule changes
Processes management requests for modifications of scheduling events (meetings/training, etc.)
Use reporting and analytics for continuous improvement, including making recommendations to improve scheduling efficiency and call statistics
Provides analytical support for special projects
Collaborate with Analytics and Sales Team on identifying opportunities to further optimize our workforce
Performs any other related duties as required or assigned

Workforce Management Analyst Resume Examples & Samples

Ability to work independently, multi-task and meet deadlines
Analytical interpretation of data
Knowledgeable in any WFM Software e.g. EWFM, BluePumpkin, IEX
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Workforce Management experience required
Bachelor's Degree holder

Workforce Management Analyst Resume Examples & Samples

Support knowledge management around WFM specific reporting▶ Supports and prepares reports on WFM for Group, GSL or GBU
Support definition of reports and provides recommendations to optimize reporting
Be an effective SPOC for WFM reporting
Responsible for entry of internal transfer requirements
Assist in Capacity Planning for the GBU

Workforce Management Analyst Resume Examples & Samples

Conduct analysis on business events and historical patterns in work volume, trends and historical staffing levels. Produce volume and staffing forecasts; develop and present recommendations on staffing levels and training needs
Facilitate daily/weekly planning processes; provide insight and recommendations on load balancing and augmentation strategies to meet service objectives and manage costs
Facilitate review sessions with management; evaluate information regarding work volumes, service levels, production results and drivers. Make recommendations for improvement action planning
Assist operations management in the use of workforce tools and methods
Bachelor's degree in a business related field or equivalent education/experience
One year of relevant work experience
Organizational skills to handle multiple initiatives

Workforce Management Analyst Resume Examples & Samples

Excellent business analysis, communication and documentation skills
Extremely proficient in contact center specific Workforce Management concepts and tools, specifically IEX Workforce Management Solution and Avaya CMS
Advanced knowledge of PCs and related software such as Excel and Word
Ability to deliver results in a fast paced and dynamic environment
Ability to present a professional image and demeanor to internal and external customers
Ability to communicate effectively both orally and in writing with internal and external customers
High School or Equivalent degree required
In-depth familiarity with contact center operations is essential
Experience with workforce management tools (e.g. Blue Pumpkin, Verint, Aspect, IEX)

Workforce Management Analyst Resume Examples & Samples

Work directly with the vendors and customer experience team across all regions to build staffing strategies that take into account all possible variables that may affect staffing and contact volume projections
Monitor and analyse call and email arrival patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency
Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Prepare and disseminate timely and accurate reports to customer experience management and other vertical leads as needed
Proactively monitor associate contact behaviours, efficiency, and availability and report deficiencies to customer experience team in real-time
A recognized Bachelor’s degree
At least 3 – 5 years experience in workforce management (inclusive of 3 years scheduling and RTA, and 2 years worth of experience in reports and analytics)
Strong familiarization with call center systems, WFM platforms (eWFM, IEX, Blue Pumpkin, etc…), ACD platforms (Avaya systems and relevant software), Cloud and other Reporting platforms (Cognos, Crystal Reports, Salesforce, Zendesk, etc.)
Proven track record in relation to forecasting, scheduling, real-time analysis, and reporting
Proven ability to communicate effectively with all levels of management and associates
Advanced knowledge of MS office specifically MS Excel
Ability to develop and maintain management complex reports
Knowledge of Call Center technologies, operations,and metrics
An Excellent organizational, verbal and written communications

Workforce Management Analyst Resume Examples & Samples

Manage multiple tasks and meet assigned deadlines
Organized, accurate and detail oriented
Motivated and a quick learner
Proven ability to be comfortable and adaptive with ambiguity
Written and verbal proficiency with exchanging complex information within team and with others
Forward thinking, Detail oriented and the able to think outside the box
Part of a team driving transparency for an organization
Experience developing and maintaining management reporting and key metrics for a large size organization with high quality written and presentation skills
Working knowledge of MS Excel, MS Access, MS PowerPoint and other data analysis tools
Drive change through an organization by generating buy-in and consensus from multiple parties

Workforce Management Analyst Resume Examples & Samples

Analyzing and incorporating key business drivers, initiatives, and growth into the demand forecast
Compile and maintain Support Agent attributes as it pertains Forecasting and Planning
Monitor and track Inbound/Outbound call and service request/ticket activity
Identify trends or changes in patterns or customer behavior and develop solutions to address
Coordinate offline activities (e.g. training, meal breaks, overtime, and vacation allowances) globally to ensure consistent service delivery
Generate, audit, and optimize schedules globally to ensure optimal coverage across all products and languages
Produce, compile, and distribute weekly forecast to drive key business indicators
Develop, Analyze, and Lead load balancing strategies to optimize manpower utilization
Troubleshoot activity imbalances, and routing issues for calls and Service Requests
5+ years’ experience working in a Contact Center environment
10 years increasingly responsible experience in a Global Workforce Management role
Knowledge of Call Center dynamics, staffing strategies, staffing execution, and performance management
Excellent organizational and analytical skills focused on forecasting, scheduling, and compliance monitoring
Ability to work independently, interpret data, identify trends, and formulate solutions to staffing scenarios
Results oriented with a strong sense of accountability and urgency
Excellent interpersonal and collaboration skills with a global team
Proficient with core Microsoft Office Products (Word, Excel, Power Point)
3+ years MOS /BI Analytics/OBIEE, SAP, Yellowfin or similar Business Intelligence solution experience
Excellent Microsoft Excel Pivot Tables/Data Analysis/Database knowledge

Senior Workforce Management Analyst Resume Examples & Samples

Provide timely, accurate and actionable 12-month rolling multi-channel contact forecasts for multiple groups and/or locations, including multiple geographies across North America, which allow the business to staff the correct number of agents at the correct time in order to meet service level objectives
Develop and communicate scheduling requirements to meet service center objectives
Assist in the administration and maintenance of Workforce Management (NICE WFM) software
Assist in the development and maintenance of databases with accurate client information in regards to participant population demographics and other factors impacting forecasting assumptions to improve accuracy
Generate ad hoc reports and perform analysis as required to support business needs
Miscellaneous duties assigned as needed

Workforce Management Analyst Resume Examples & Samples

Help create schedules for new hires and all employees
Utilize data analysis to review, and improve center operations
Identify improvements needed to schedules that will improve SVL
Ensure all reports and data entry is completed timely and accurately
Check and analyze real time statistics and communicate anything out of compliance
Communicate effectively to all levels of call center
Proactive monitoring and analysis of call arrival patterns and existing schedules
Strong communication, organizational, analytical and interpersonal skills required. This person must be able to communicate with all levels of the call center
Tracking CSR schedule adherence in real time via scheduling software
Ability to multi-talk is a must
Ability to organize and prioritize, maintain attention to detail, and work under critical time frames
PC Skills. Excel required
Employee/Business Focus
BA or BS degree in Business or related field preferred
Equivalent work experience considered. Call Center experience is a plus
Previous experience with workforce management software is required

Workforce Management Analyst Resume Examples & Samples

1 year Contact Center Experience
Ability to interpret data, identify trends, and produces solutions to complex problems
Ability to communicate with all levels of management
1-3 years of related work experience in call center workforce operations
Knowledge of Call Center Operations
Proficient with Aspect 8.1 and Avaya
Previous call center experience or exposure to customer service telecom related environment
Working knowledge of Microsoft Office products (Word, Power Point, Excel)
Demonstrated ability to speak and write in a clear, concise and effective manner
Demonstrated time management and organization skills
Demonstrated conflict management skills
Effective interpersonal and human relation skills
Ability to work with minimal supervision and direction
Diversity Focus
Safety Focus

Senior Workforce Management Analyst Resume Examples & Samples

Interpret and improve forecasting models using data collection, data analysis, and statistical tools
Create optimal capacity plans for Murphy USA's retail stores by managing the balance between customer service experience, employee experience, and cost effectiveness
Mitigate capacity risks by identifying and managing risk areas across regions, divisions, and sites
Communicate across all levels of the organization in a clear, concise manner and manage/track exceptions with senior management
Participate in wider initiatives such as process improvement planning and managing projects
Coordinate with Operations and Finance teams to analyze historical data and demand forecasts
Support store managers and district managers to optimize staffing requirements
Assist in managing our workforce management systems, reporting tools and recommend solutions to maintain exceptional service to our business partners

Workforce Management Analyst Resume Examples & Samples

5+ years of call center experience
2+ years of experience working with a Workforce Management System
Live and breathe call center metrics
A mindset set on constant improvement

Workforce Management Analyst & Dialer Resume Examples & Samples

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Responsible for supporting the implementation of the Workforce Management Tool, including ongoing support of the tool for the National Collections Centre
Directly responsible for the accuracy of WFM volume forecasts, schedules, schedule models, team assignments, skillsets assignment and schedule forecasts for the National Collections Centre
Supports the command centre and contact strategy team by analyzing performance utilizing continual forecast strategies, key operational metrics and leading indicators to understand patterns and trends against service levels
Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances
Assume responsibility for the efficient resolution of outages that impact both customers and NCC staff
Co-ordinate and centralize the reporting output for the NCC
Support the National Collections Centre across 2 locations in Canada, with 200+ employees. Direct impact in supporting the unit to make over 14 million+ calls per year and answer 600,000+ inbound calls.Produce over 100+ reports and 100+ ad-hoc analyses annually

Senior Workforce Management Analyst Resume Examples & Samples

Responsible for administering monthly forecasts, labor demands, and work schedules to all Signet Field locations within WFM based on projected amounts of sales, items, customers, traffic, trends, FLSA guidelines, and availabilities for each facility. This includes administration of a monthly timeline of events to reflect changes in the fiscal calendar, as well as unique holiday needs
Assisting stores and D&SC’s as well as DM’s and VPRO’s with their WFM administrative needs and helping with any issues or questions that come up involving their use of the WFM system
Responsible for the ongoing quality control assurance of the WFM labor deliverables, including testing, project management, implementation, and communication of new and legacy configuration and business processes
Work closely with the operations analytical team on a regular basis assisting with their needs during regular monthly schedule to budget inputs and day to day needs as well as during certain busy times of the year such as holidays & special events
Responsible for establishing relationships with internal and external parties (such as Internal Audit, Legal, Human Resources, IT, Payroll, Axsium, JDA, etc.) to ensure positive user experience and adoption in the Field
Education Required: Bachelor’s Degree in related field
Required or Acceptable Job-Related Experience: Experience in business analysis
Years of Job-Related Experience Required: Minimum of 5 years
Position requires being able to present business conditions to small to moderate audiences
Experience and understanding of Signet IT processes
Strong ability to build and maintain strategic partnerships across all levels of the organization
Willingness to be agile and capable of change with the needs of the business
Proficiency in existing Field systems and technology
Proficiency in other software for designing technical training such as SnagIt, Camtasia, and web design highly recommended
Proficiency in JDA Retail Workforce Management solutions highly encouraged
Ability and willingness to travel; position requires travel as needed and attendance at user conferences

Workforce Management Analyst Resume Examples & Samples

Monitor performance at national level for Cox LOBs to ensure all capacity is leveraged in a balanced fashion
Monitor vendor partner performance
Direct local sites on updates to skilling strategy/ reskilling
Direct local sites on OT and VTO recruitment
Document volume drivers and outages
Invoke/revoke IVR messaging as required for maintenance, outages and special events
Manage vendor routing strategies
Initiate and support Business Continuity Planning activities
Participate in departmental weekly business review
Proactively make recommendations on staffing to maximize KPI’s
Partner with all Workforce groups to ensure end-to-end planning and execution is aligned
Identify, define, and maintain workgroup processes and improvement opportunities
May serve as a SME to provide tactical guidance and support to lower level staff by answering questions and aiding in resolving difficult issues
May train others on some or all key tasks within the organization
May act as internal escalation point for issue/outage management
Expert knowledge of eWFM functionality, IDP’s and eSP
Expert knowledge of Avaya CMS and Avaya IQ
Expert knowledge of Saturn, Knowledge Boost (Intradiem) and routing strategies

Workforce Management Analyst Resume Examples & Samples

Completes short- and mid-term forecasts of work volume, handle time and staff shrinkage
Manages staff scheduling including shift, PTO planning, and overtime, when necessary; schedules offline activities as frequently as required
Analyzes resource availability vs need for continual gap analysis, to spot trends and assess risks
Provides analytical input related to trends within supported operations teams, related to call handle time and call volume, to continuously improve forecasts and plans
Provides daily plans to meet service levels as needed. Identifies gaps in coverage, and proposes new shifts or realignments, along with hiring plans, including best shift for newly-hired agents
Maintains headcount/FTE requirements for each supported operations team, and works closely with leadership to ensure staffing is adequate to support compliance regulations
Strong analytical, problem solving, and interpersonal skills are must
Works with a sense of urgency to achieve customer satisfaction while maintaining quality of work
Strong communication (written and oral) and teaming/interpersonal skills; strong leadership capabilities, and ability to initiate and maintain cross-team relationships
Self-starter; requires little supervision
Three to five years’ experience in a workforce management environment, performing forecasting and scheduling
Bachelor Degree required. Certified Workforce Planning Professional certification preferred
Advanced Excel skills, with the ability to organize/analyze data in a structured manner
Proficiency in a contact center workforce management tool (Verint preferred), that includes real-time adherence preferred

Workforce Management Analyst Resume Examples & Samples

Monitor and score live and recorded calls
Monitor agent adherence and productivity
Provide feedback to Management and Representatives
Analyze call volume, staffing, and quality data for trends
Prepare a variety of reports on service level and quality metrics
Participate in Quality Calibration meetings with other Quality Analysts, Representatives and Management
2+ years of workforce and/or quality management experience required
Minimum High School diploma, some College work preferred and Undergraduate Degree a plus
Ability to multi task and manage time effectively in a fast paced environment
Ability to interact positively with a wide variety of personalities
Prior customer service and/or call center experience preferred
P&C industry knowledge a plus

Workforce Management Analyst Resume Examples & Samples

Create and maintain complex forecasting tools, utilizing a large number of key indicators from both the sales and service sides of the business, including rolling averages and historical trends, while also reacting to “real time” changes in sales strategy, impacting same day staffing revisions
Work closely with company sales team (Planning) and utilize sales reporting tools, WFM forecasting tools and scheduling software system to provide hourly, daily, weekly, monthly, and annual call volume projections
Utilize call volume projections to project and schedule appropriate staffing levels for multiple departments
Analyze call volumes and patterns, report forecast and actual performance for sites and/or call handling groups, and maintain other information needed for accurate forecasting
Summarize and analyze data within limited time frames to rebalance phone agent staffing levels in real time in accordance with the analysis outlook
Meet with Customer Service/Order Capture leadership on regular basis to share information, present trends, and recommend solutions
Plan for special impact of response to marketing/sales, promotions, etc., and gathers information from other parts of the organization to identify these impacts
Prepare and analyze agent schedules in order to efficiently meet service level requirements within work rules, legal requirements and other constraints
Collect, analyze and track call volume/staffing trends to identify repetitive patterns on a daily, weekly and seasonal basis
Generate standard reports on a scheduled basis
Generate applicable reporting and possesses a good working knowledge to interpret data
Design optimal call routing strategies and implement with IT/Telecom
Create and maintain headcount files and staffing models
Design and maintain phone agent login skills/levels to optimize customer experience and call efficiencies
Identify and explain cost variances between monthly GL accounting results vs. internal departmental cost projections for all fixed and variable departmental expense
Other duties as assigned by manager
Utilize forecasting tools to determine phone agent head count needs, taking into consideration shift, time-off, seasonal trends, and special marketing events/promotions
Bachelor’s Degree (BS) or equivalent combination of education and experience in a related field
1-3 years relevant experience in an analytical role, preferably call center
Superior analytical and statistical skills
Experience with computer databases and using automated tracking tools
PC skills to include Windows and all MS Office tools (specifically Excel, PowerPoint, and Access
Able to champion special projects through planning, organizing, and execution
Knowledge of hardware and server configurations, able to trouble-shoot with IT
Strong communication skills with attention to detail
Proven leadership skills utilizing resources to accomplish business objectives
Able to flex schedule to provide coverage during standard and non-standard hours of the 24x7 work week
Able to work from home via wifi network and company VPN connection to remote desktop

Workforce Management Analyst Resume Examples & Samples

Preparation of daily and weekly workflow
Forecasting and trending metrics
Identifying gaps in current/new process
Proactively interacting with pharmacy management, production leaders, process management and IT/Systems Operations to understand planned and reactive changes that can impact workflow
General problem solving and root-cause analysis
Strong analytical and creative problem-solving skills centered around forecasting, trending, process improvement
Project management/business analyst experience

Workforce Management Analyst Resume Examples & Samples

Generate work schedule forecasts based on 30 minute call intervals and work day
Facilitate agent moves, schedule changes, etc. for agents across call center segments
Plan, maintain and audit vacation, holiday and time off database; bi-weekly
Provide quarterly IEX educational support for call centers
Prepare staffing analysis and make opportunity recommendations to support key metrics
Consult with business lane owners on performance improvement opportunities
Provide logistical support to initiative and business impact sizing
Create associate schedules to balance associate satisfaction and optimize call center performance
Some light travel required (5%)
Available to work hours beyond schedule, as needed
4-year degree education and work experience required
3 years related experience required
Advanced proficiency in MS Excel and Access required
Strong understanding of Call Center operations preferred
Working Knowledge of Workforce Management Tools; IEX preferred
Ability to work independently and meet deadlines in a fast paced environment
Travel is negligible; annual WFM Conference and quarterly regional workshops
Occasional evening/night/weekend work required to support business needs
This position requires the maintenance of confidentialities as related to the data and materials protected by HIPAA and company privacy and security rules

Real Time Workforce Management Analyst Resume Examples & Samples

Managing intraday staffing levels
Processing all unplanned changes/adjustments to the schedule: call outs, lates, and other off-phone activities
Determining potential impact of changes and make necessary modifications
Driving service levels through adjustment of staffing based on attendance and call volume
Monitoring call flow and agent adherence in real-time using various WFM software
Determining causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
Delivering daily reporting detailing drivers for SL misses
Identifying and communicating system issues affecting answer speeds
Determining need/opportunities for intraday scheduling changes – removing offline activity in response to demand, or adding offline activity in response to availability
Assessing Supervisor requests for intraday scheduling changes and approve or deny based on need
Processing intra-week time off requests and trades in accordance with defined WFM processes
Strategically analyzing performance trends
Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required
Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven, fast-paced environment required
Two (2) years of contact center operations management using scheduling systems required
Capacity planning and/or resource planning experience required
Experience using Verint and/or other related workforce management software is required
Statistical modeling and forecasting experience is preferred
Proficiency with MS Excel, specifically pivot tables, vLookups, Word, and PowerPoint required
Ability to provide coverage during operational hours of 8:30am to 6:30pm EST, with after-hours coverage as needed is required
Working knowledge of PE methodology and/or certification preferred
Demonstrated ability to develop and maintain effective business partnerships Required
Up to 10% Domestic travel is required3413170301

Workforce Management Analyst Resume Examples & Samples

Self-motivated and flexible in working hours according to workloads
Extremely accurate in the entering and presenting of data. Essential to this role is data integrity
Partner with forecasting teams to match staff (numbers and skills), forecasted demand, planned absence and known shrinkage into effective working patterns
Ability to work independently. Ability to work the hours of the market being supported
Should have handled at-least one WFM project where Service Delivery isn’t based out of India
Effective management of time, good understanding of the company’s processes and structure
Strong knowledge of Avaya CMS
Should be able to provide recommendation on VTOs / Overtimes as and when schedules are rolled out to balance Service Level and Cost
Should be able to conduct weekly meetings, focused on Staffing, shrinkage review, KPI Results, etc
Should be able to present to senior stakeholders within the direct or indirect business functions

Workforce Management Analyst Resume Examples & Samples

Partner and interact with the client workforce management team on a daily basis
Develop strong working relationships with the client’s workforce management team and provide guidance on industry standard workforce management best practices
Conceptualize, design, develop, implement and maintain standard operating procedures for productivity and performance improvements against the client’s key performance indicators
Produce WFM reports according to deadlines ' attendance, absence, adherence, intraday and ad hoc reports
Supervises the daily activities of the client’s workforce management processes and procedures
Help the client’s workforce management team understand how to monitor call volume and staffing data
Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc
Maintain the Workforce Management Systems with daily exceptions
Ensure the accuracy and timeliness of data by working time-off, schedule change and other requests types
Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution
Compile historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc
Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements
Communicate with management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling
3-5 years of related experience in call center workforce management and/or customer service
Experience with Genesys WFM strongly preferred

Workforce Management Analyst Resume Examples & Samples

Prepare operations and procedures manuals to assist management in operating more efficiently and effectively
Prepare manuals and instruct workers in the use of new forms or procedures
Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies
Create and deliver ad hoc reports
Prepares daily reports on staff attendance
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting
Communicate with management and operations team to ensure compliance with company standards
Maintain running report of attendance incidents
Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
Analyze PTO submissions and recommend approval/denial based on their effect on operations
Monitor attendance and schedule adherence
Processes schedule trade requests for posted schedules
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
Provide analytical support for special projects
Collaborate with management on identifying opportunities to further optimize our workforce
Propose and develop recommendations or solutions to enhance efficiency as business needs change
Bachelor’s Degree from an accredited college or university and have one year of experience as a workforce management analyst for a 50+ seat contact center OR
Three years of experience as a workforce management analyst for a 50+ seat contact center
Skills in complex problem solving, judgment, critical thinking and decision making
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to organize information and have attention to detail and accurately follow procedures
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
Ability to sit the entire work day viewing a computer monitor

Workforce Management Analyst Resume Examples & Samples

Accurately forecast call volumes, analyze historical call volume, project budgetary expenses and assist with new higher head count projections
Analyze and interpret past and current call volume data to determine staffing needs, create accurate schedules, and ensure service levels and member satisfaction goals are met
Develop and provide daily, weekly and monthly reports that provide insight into the trends
Recognizes and adjusts for anomalies in call histories to predict future activities
Adjust schedules to accommodate call volume fluctuations and changing business needs
Coordinate departmental schedules in conjunction with supervisors and managers including training, team meetings, vacations, overtime, etc. to maximize service levels
Works with IT on all contact center applications such as Avaya WFO quality monitoring system, community workforce management system, and Avaya CMS supervisor reporting
Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements
Makes recommendations to become more efficient with business volumes and maximize business results
Provides support to SPD business

Workforce Management Analyst Resume Examples & Samples

General knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
Excellent computer skills, especially Microsoft Office applications
Experience with workforce management analysis

Workforce Management Analyst Resume Examples & Samples

Responsible for the development, testing, and maintenance of the multi-channel, multi-tenant WFM application to support Access and Intake Operations, including user information, license assignments, scheduling adjustments, and account management
Assists in the design, research, programming, testing, and implementation of new reporting/functionality of the WFM software
Develops, tracks, analyzes, and reports contact center and agent performance with reports from WFM and ACD. Balances multiple priorities and demonstrates a sense of urgency on actions taken towards
Analyzes and reports historical data and trends, and generates long- and short-term forecasts using historical patterns, drives, and events modeling
Manages intra-day forecasting when current day has high deviation from actual volume
Measures forecasting accuracy that is expected to be within 5% of actual volumes and responsible to account for variances
Develops and manages staff scheduling process, including proactive approval and denial of discretionary activities, such as vacations, trainings, and meetings. Works with line managers to ensure accurate and seamless process
Accountable for staffing review meetings with management detailing performance and forecasted performance. Accountable for understanding variances
Partner with call center managers on work management practices such as coaching, training and meetings. Ensure schedules are seamless and desired outcome reached
Provide ongoing operational analysis related to queue performance and staff productivity. Demonstrates flexibility & willingness to perform other duties as assigned by manager
Demonstrates flexibility & willingness to perform other duties as assigned by manager
Advanced level proficiency in Microsoft Excel, Word, and PowerPoint. This includes but is not limited to a strong working knowledge of pivot tables, macros, and complex formulas in Microsoft Excel
Possesses strong mathematical, analytical, communication, and organization skills
Self-motivated and self-directed. Must excel in a minimally managed, high profile position

Workforce Management Analyst Resume Examples & Samples

Prepares intraday, daily, weekly and monthly WFM reports
Collaborate with management on identifying opportunities to further optimize workforce
Bachelor’s Degree from an accredited college or university and have one year of experience as a workforce management analyst for a 100+ seat contact center OR
Three years of experience as a workforce management analyst for a 100+ seat contact center
Minimum of four years of general experience
Demonstrated strong analytical skills, with emphasis on workforce management
One year Experience with Workforce Management software in a workforce management role
Three years of experience with Workforce Management software in a workforce management role
Forecasting and planning experience
Process minded; continually focused on ways to improve workforce management processes and effectiveness
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, including being sensitive to professional ethics

Workforce Management Analyst Resume Examples & Samples

Maintain system databases with accurate agent and client information
Perform timely system updates in response to transactional requests
Monitor daily agent activity and call volume trends for multiple queues and sites
Manage and optimize service center staff schedules based on forecasted requirements
Serve as a primary point of contact for daily scheduling issues
Recommend scheduling changes when needed to meet service center objectives based on real-time observations
Perform intra-day analysis and formulate/execute courses of action to resolve staffing/scheduling issues
Complete ad-hoc reporting and analysis projects when needed to support the WFM team and service center managers
Proactively work with team members and managers to recommend efficiencies and affect change
Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity
Create and maintain process documentation
At least 1-2 years of call center experience
Working knowledge of Word, PowerPoint & Outlook
Ability to prove intermediate skill level or greater using Microsoft Excel (can comfortably use date/time, text, and statistical functions and formulas. Comfortable creating charts and graphs. Can use formatting to design a professional look & feel)
Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience
Ability to manage multiple tasks/projects and work across geographies
Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction
Ability to be a self-starter with excellent follow-up skills

Workforce Management Analyst Resume Examples & Samples

2 or more years Banking. (Preferred)
2 or more years Call center. (Required)
2 or more years Supervision. (Preferred)
1 or more years Statistical and analytical. (Required)
1 or more years Workforce management software. (Required)

Workforce Management Analyst Resume Examples & Samples

Attend weekly and daily staff planning and KPI review meetings with management
Generate forecasts factoring in volume, handle times and skill sets
Schedules agents to closely align forecast agent requirement levels for multiple skill groups
Manage agent schedule exception processes including attendance line, time off requests, off phone time
Manage intraday staffing levels and monitors agent schedule adherence to meet service levels
Acts as primary real-time queue analyst and initiates all queue management protocols
Attends periodic staff planning and KPI review meetings with management
Manage employee information and organization changes
Identify surplus/deficit coverage levels then initiate adjustments to mitigate risk or improve occupancy
Administering Avaya CMS supervisor settings
Scheduling and administering a resource pool skills program
Scheduling and administering overtime processes
Maintain multiple reports to support call center reporting and analytics
Proficiency with WFM tools, systems and software
Ability to maintain and build effective relationships with all levels of employees and management
Strong mathematical, analytical, communication, and organization skills
Ability to handle multiple tasks in a fast-paced changing environment
Able to analyze processes, improve efficiencies and deliver outstanding service to internal partners and stakeholders
Consistently achieve desired results by taking personal accountability, effectively organizing and planning work, setting priorities and executing action plans
Ability to apply well developed time management skills to define priorities and implement activities tailored to meet requirements and deadlines
1 year experience with a WFO scheduling suite (Calabrio, Verint, IEX, Monet)
At least 1 year call center experience preferred
Working knowledge of Microsoft Outlook, Excel, PowerPoint and SharePoint
Bachelor’s degree preferred and/or equivalent work experience

Workforce Management Analyst Resume Examples & Samples

Build data infrastructure for workforce management from end to end: data pipelines, data tables, data dashboards
Identify and build operational and support metrics such as volume, satisfaction, contact rates, quality, and turn-around-times
Data analytics: Identify, investigate, scope, and escalate performance analysis to drive top line goals
Identify and scope insights rising from the workforce management team that will lead to improve our ecosystem (fraud fighting / payment improvements)
Partner with our developers to maintain the integrity of the platform
3+ years of experience in project management, data analysis, operations, customer support, risk, payments or similar
1+ years experience in at least one scripting language (SQL or equivalent)
1+ years of experience with data visualization tools (Tableau or equivalent)
1+ years of experience drawing actionable insights from data
1+ years of experience teaching non-technical people

Workforce Management Analyst Resume Examples & Samples

2-5 Years experience in Workforce Management, preferably in contact centers with at least 50 employees
Bachelor degree preferred, or 3 plus years relevant work experience
Experience with Workforce Management software such as Verint, IEX or Calabrio
Ability to work rotating evenings and weekends

Workforce Management Analyst Resume Examples & Samples

Monitors call volume traffic, performance results as well as resource capacity and allocation in the real time
Develops and maintains queries, reports, and metrics using available mediums to provide customized information for users to make decisions affecting MoneyGram
Leads the creation of custom or standardized reporting decks for presentation of data to stakeholders
Presents reporting decks and integrated insights with confidence to the business and its stakeholders
Relates findings and recommendations to the business owner(s)
Supports the partnership between various teams
Brings process improvement ideas to the team for evaluation while supporting the Business Process Improvement teams in their data and reporting needs
Acts as subject matter expert on data elements and metrics within the reporting environment
At least 1 year of relevant work experience in workforce management
Advanced MS Office knowledge
Ability to establish strong partnerships with all levels of the organization while adjusting communications to the specified audience
Demonstrates personal initiative and willingness to assume responsibility and ownership
Skilled at working in a constantly changing environment

Workforce Management Analyst Resume Examples & Samples

Generate and adjust long-term and short-term forecast, staffing, and scheduling models to achieve call center goals
Review previous day/week/month results and adjust plan appropriately
Review historical data including turnover, call center results, trends, and future forecast to develop staffing, scheduling, and hiring plan
Develop quarterly call center schedule and shifts based on plan which meets or exceeds goals and objectives
Optimize scheduled breaks, lunches, and offline activities (meetings, training, etc.) to ensure interval and daily service levels are met
Establish approved time off allotments and manage time off request process
Based on actual results and trends, closely monitor over time needs and communicate timely to leadership
Monitor schedule adherence, update real-time schedule changes, and report agent statuses
Communicate and report results and provide real-time status updates to leadership
Provide shift reports to leadership with service level and abandon rate explanations for any day where goals are not met
Review and respond to schedule inquiries from leadership and agents
Track and report unplanned absences, late arrivals, early departures, etc
Provide workforce and performance reports to management
Create and/or analyze ad hoc reporting as needed
Communicate and track workforce management issues to leadership
Assist in determining appropriate skill groups based on licensing requirements
Must have 2 year call center experience in work force management
Workforce Management software experience
Above average ability to work with Microsoft Office, in particular Excel
Proven analytical experience
Knowledge of ACD systems, Cisco preferred
Proficient in mathematics
Decision-making skills, critical-thinking skills, excellent verbal and written communications skills

Workforce Management Analyst Resume Examples & Samples

Generate and adjust long-term and short-term forecasts to achieve call center goals
Review previous day’s results and adjust histories for special days and call distributions
Review historical data and work with management and recruiting to develop staffing plan
Use call volume history and overflow data to determine staffing levels and optimal shifts, work window to handle workload requirements
Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours, assess availability for offline functions and approve/deny as required
Monitor schedule adherence, update real-time schedules change, monitor and report agent statuses
Communicate and report KPIs to management and provide real time status updates to Supervisors
Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed
Review and respond to schedule inquiries from management and agents
Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead
Create any ad hoc reporting as needed to present to Mgmt. or Client
Communicate and track workforce management issues to management, as required
Special departmental assignments and/or projects as assigned
Must have 2 year call center experience, scheduling / traffic environment preferred

Workforce Management Analyst Resume Examples & Samples

Monitors gent adherence to schedules (RTA), breaks and exceptions, providing reports and making recommendations to Call Center Management personnel
Supports daily, weekly, and monthly standard reporting for the WFM and Operations teams
Maintain Call Center Management software (eWFM, IEX, Blue Pumpkin) used in scheduling, forecasting, call routing and reporting
Special Projects as determined by WFM Manager
1+ years experience in data analysis
Minimum 6 months experience in generating and using intra-day forecasts as well as reporting forecasted data

Workforce Management Analyst Resume Examples & Samples

Balance multiple priorities with little or no direction to ensure the daily performance success of all lines including demonstrating a sense of urgency on action taken toward meeting daily requirements on performance guarantee lines
Communicate and facilitate timely forecast of schedules related to overtime, Power Summits, team meetings, and Line Closures
Complete all compliance driven outbound calls including and not limited to Pharmacy, Default PCP, and Premium Billing
Complete phone audits and resolve all issues related to member experience within the IVR, Prompts, or After Call Surveys
Conduct weekly audit of Member Services Expert Model skills with team leadership per LOB
Drive continuous improvement related to customer satisfaction and efficiency
Ensuring service excellence through all processes and interactions
Flexible Work schedule working 7AM to 8PM, weekends and holidays as applicable
Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met
Maintain and monitor Member Services Expert Model skills per Line of Business (LOB)
Partner with the call center leadership on work management practices such as worklist, coaching, training, and meetings
Provide ongoing operational analysis related to queue performance and staff productivity
Provide timely reports using Microsoft Office as requested by all departments within the Health Plan
Work to maintain high productivity by building, uploading, and starting outbound campaigns, including blaster calls, based on priorities set by call center leadership
Work with CCPulse and connect leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, Average Speed of Answer (ASA), Abandon Rate, and other specified call center goals and objectives
High School Diploma required, BA/BS degree preferred
Two years of customer service experience required one year UPMC Health Plan or another Health Care Organization experience required
Call Center Genesys Management System experience preferred
Knowledge of Call Center management best practices (Service Level, ASA, Abandon Rate, FCR)
Strong analytical skills in a call center environment
Ability to create well organized, accurate, and concise material and work documentation for organizational use
Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases
Strong hands on knowledge of work force management tools and the ability to maintain them
Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts
Previous experience working with workforce management systems tools strongly preferred
Previous call center experience strongly preferred
Previous experience in a fast paced, high volume workplace is preferred
Strong Microsoft Excel ability is preferred

Workforce Management Analyst Resume Examples & Samples

Minimum one year of Vitas call center experience or minimum two years call center experience
Managing others a plus
Solid time management
Understanding of importing/exporting and querying data
Strong reporting experience
Strong analytical skills, adept in data mining, data analysis and data presentation
SQL, Crystal reports with ability to write queries
Knowledge of Workforce Management and ACD software (Calabrio and Cisco a plus)
Ability to learn and analyze complex systems, products and processes
Proficient in MS Word, MS Excel and MS PowerPoint
Knowledge of call center fundamentals

Workforce Management Analyst Resume Examples & Samples

Generate and analyze reports using call center and workforce management applications
Utilize call volume and workload demand historical trends to develop models for forecasting future volumes while accounting for planned and unplanned events
Consult with Project Managers for upcoming customer communication timelines and make recommendations and decisions on staffing levels needed to meet service level targets
Develop daily and weekly agent schedules based on call volume patterns and known events
Perform real-time call volume monitoring to ensure adequate staffing and make decisions on daily basis about adjusting staff schedules or escalating issues to ensure target service levels are met
Research Workforce Management and call center efficiency best practices and make recommendations for implementation
Lead the implementation of new processes and tools for improving Treasury Support Center workload efficiency, including call center tools and workforce management software
Develop, compile and communicate daily, weekly and monthly reports with Workforce Management statistics, such as Service Level, ASA, Abandonment Rate, Adherence, and Utilization
Lead analysis of performance measures against industry benchmarks
Bachelor’s Degree or commensurate experience
Workforce management training or background
Experience with Microsoft Office products including proficiency using Microsoft Excel and/or Access
Experience with Avaya Products preferred
Proficiency with oral and written communications
Ability to process and assess quantitative and qualitative data to make effective decisions
Ability to quickly learn and demonstrate proficiency with call center tools and processes
Ability to manage multiple projects and work processes in a timely fashion
Ability to perform complex and independent research
US Citizen or lawful permanent resident with three or more years of US residency

Contingent Workforce Management Analyst Resume Examples & Samples

Research and analyze spend and headcount data of the Farmers Contingent Workforce Management program in supporting the assigned staffing categories (labor augmentation, defined project, resource tracking, outsourced services, freelancers)
Develop, document, and deliver CWM strategies within the overall CWM program while ensuring customer service, savings and efficiencies are achieved effectively
Support internal customers with CWM operational questions
Assist in the management of the sourcing process including requirements definition, requisition development and execution, scorecard, analysis, and risk management
Assist with drafting, negotiating and managing contractual documentation of contingent labor (e.g., MSA, Amendments, SOW, WO, CO)
Two to five years relevant experience
Adept problem solving and analytical skills
Effective interpersonal communication skills
Proficient written and oral communication skills

Workforce Management Analyst Resume Examples & Samples

Maintain external models with updated call volume, average handle time, shrinkage, and other volume drivers
Proactively make recommendations on staffing to maximize Key Performance Indicators (KPIs)
Incorporate external events into planning models
Partner with internal teams to evaluate potential KPI from planned initiatives
Create and publish regular and ADHOC reports
Maintain financial forecasting for customer service labor budget
HS diploma / equivalent required; College degree preferred
One (1) year of Customer Service/Call Center Experience; forecasting and scheduling in a Workforce Management Software preferred
Strong analytical and creative problem solving skills necessary
Stickler for high attention to detail and data accuracy
Interpersonal and teamwork skills; able to work well independently and contribute to team goals
Committed to the customer with effective written and verbal communication skills for customer interactions
Adapts quickly in a fast paced, complex environment and while quickly learning new concepts and processes
Proficiency in Microsoft Office suite, including but not limited to Excel; advanced Excel skills preferred
Thrives in dynamic fast paced environment while maintaining composure

Workforce Management Analyst Resume Examples & Samples

Provide strategic analytical support and interpretation of operational results as they affect the financial performance of the contact center in an effort to reduce costs and increase productivity
Create long term, interim and short term forecasts and staffing recommendations for inbound and outbound volumes and loads on a daily, weekly, monthly, and annual basis
Define short and long term projections across multiple business units based on changing business needs, as well as historical data
Develop schedules to align with forecasted volumes utilizing workforce management software
Develop and approve daily time off allotments for staff
Maintain and analyze daily records of actual volumes and loads compared to forecast and recommend staffing or schedule changes to enhance productivity and customer service while minimizing operations costs
Maintain staffing and headcount records, analyze attrition, and develop hiring plans for long and short range planning efforts
Support capacity planning of assigned business units, and provide recommendations, to management for long range strategic planning
Maintain detailed records of call statistics, skills statistics, and call distributions to maximize forecasting accuracy, as well as to ensure appropriate staffing
Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements
Ensure regular and consistent communication on workforce management related topics to assigned business units
Partner with others in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training opportunities
Performs other projects and duties as required
Two to five years’ experience in Workforce Management, in contact centers with at least 50 employees
Experience with Workforce Management software, preferably Genesys (scheduling, performance tracking, reporting)
Experience with telephony reporting systems, preferably Avaya
Advanced skills with Microsoft Office Suite
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies

Workforce Management Analyst Resume Examples & Samples

Provide contact forecasting and staffing requirements for long term, short term and interval levels for multiple departments
Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and planning
Coordinate with finance, HR, and IT/Development to ensure accurate budget forecasts
Continually improves forecasting and scheduling predications across all contact channels
Develops special forecasts to assist in creating project staffing plans and ongoing plans
Acts as a divisional Subject Matter Expert in Workforce Management applications and assists in training where applicable
Maintain historical contact data within WFM system
Provide various weekly and monthly WFM reports
Ensure data integrity within WFM system
Assist/backup WFM Team members when necessary

Workforce Management Analyst Resume Examples & Samples

Create accurate contact center forecasts (30-minute interval to monthly)
Maintain Workforce Management system (Aspect eWFM) with accurate call history and arrival patterns
Maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers
Provide an accurate “locked” forecast and preview for vendor partners
Conduct regular trend analysis for specific LOB (line of business)
Establish and maintain site specific hire plans for each LOB supported
Maintain accurate headcount numbers
Identify and escalate potential risk to attainment of Key Performance Indicators
Incorporate pre-defined impacts of upcoming initiatives into planning models (Products, Marketing, etc.)
Partner with scheduling and intraday teams to ensure end-to-end planning and execution is aligned
Participate in annual budget creations and regular refresh of budget assumptions
Publish regular reports
Identify potential process improvements
Facilitate regular meetings with LOB partners

Workforce Management Analyst Resume Examples & Samples

Two to three years of experience in computer technology applications and analysis
Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations
Good understanding of project life cycle methodology (PLM) and testing methodology/procedures
General knowledge of a business line or function area

Workforce Management Analyst Resume Examples & Samples

Assist with the implementation of the Logile WFM system
Gather information required for the creation of new labor standards, through digital research or in-store measurements
Maintain up-to-date standards for all stores and departments
Provide real-time monitoring via available tools (Logile) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives
Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
Maintain constant communication with the Operations team to coordinate needed staffing adjustments based on current and forecasted results
Produces store volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis
Compares results to forecast and identify opportunities for improvement
Provide daily/intra-day performance reports to leadership
Provide actionable business intelligence to senior staff and operations leadership
Exceptional understanding of supermarket operations and expectations
Must have a good working knowledge of MS Office, with superior skills in Excel
Must have the ability to present and convey ideas and data to groups of varying skill and knowledge
Must be comfortable and competent in leading training classes and seminars
Must be self-motivated and a self-starter
Minimum of two years of experience in WFM within a multi-department/site retail environment preferred
Ability to perform forecasting in a multi-unit retail environment
Experience with WFM software (Logile, Kronos, Reflexis, etc.) that includes standards maintenance preferred
BS in Engineering, Mathematics, Statistics, Accounting, or Finance (or comparable experience) is required
Up to 50% travel with occasional overnights

Workforce Management Analyst Resume Examples & Samples

Assist in managing tactical Service Level facilitation for 4 sites across multiple sites and lines of business
Review same day requirements across all sites and lines of business
Assist in management of intraday requirements through run rate and intraday reforecasts and recommend changes to schedules to achieve department and client goals
Manage miscellaneous projects as assigned by Manager
Minimum 2-4 years work-related experience in a forecasting/scheduling call/contact center environment
Ability to learn new systems, software and processes
Experience with scheduling across all contact channels
Superior analytical and data mining skills
Ability to build strong, effective relationships across all levels of the organization as a team member and resource
Strong operational and technical knowledge with the ability to effectively communicate with technical and non-technical staff Strong project management, organizational and presentation skills

Workforce Management Analyst Resume Examples & Samples

Maintains & updates employee data within Vantage Point (WFM system) to support Field Support, Patient Satisfaction, and Scheduling Center
Maintains agent skills in Avaya CMS and adjust as needed or required
Supports Multi-Channel communication; calls, emails, and review solicitation
Maintains OT, Vacation, and VTO (time and attendance/payroll)
Generates attendance calendars and adhoc reports
Conducts weekly meetings with Management to review forecast & service levels
Create documentation and training guides for the WFM system as it pertains to policies and procedures
Analyze historical trends of call volume, average handle time, calls per hour, and agent productivity
Provides daily agent reporting for Field Support, Patient Satisfaction, and Scheduling Center
Assists with any additional adhoc reporting requested for Field Support, Patient Satisfaction, and Scheduling Center
Analyze schedules and performance productivity reports to recommend training, time off, and overtime
Work with Management on call volume throughout the day to maintain goals identified
Responds to and resolves issues related to position and seeks supervisors’ guidance for non-routine inquiries
Informs supervisors’ of trends and escalating concerns related to tasks and assignments
Provide weekly reporting focused on reviewing forecasts, capacity planning, shrinkage review, service level results and upcoming issues/problems
May be required to meet position related productivity and quality standards

Workforce Management Analyst Resume Examples & Samples

Tracks, analyzes, and reports call center and agent performance using WFM tools. Works with leadership to deliver training and presentations as needed
Develops and delivers timely business and ad-hoc reports
High School diploma required. Bachelor’s degree in a field that yields Business Analytics expertise preferred
Three (3) or more years’ work experience in an inbound multi-site contact center. Preferably with two (2) or more years’ experience with workforce management products (IEX, Aspect, eWFM, Genesys, Verint) and one (1) year of experience performing forecasting, scheduling, and intra-day staff management functions
Advanced knowledge of Excel or Access
Understanding of and experience with call center technologies such as Workforce Management, ACD, Dialer, IVR, etc
Knowledgeable about typical call center performance metrics
Effective written and verbal presentation skills. Must be able to translate complex or new concepts to others
Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment

Workforce Management Analyst Resume Examples & Samples

Work as part of the Corporate Customer Service Workforce Management team
Ensure schedules are maximized for efficient use of resources
Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
Provide and maintain intra-day performance reports
Ensure data integrity within the WFM system
Provide and create new hire and department shift bids
Provide daily phone and function support

Workforce Management Analyst Resume Examples & Samples

Analyze leave submissions and approve/deny based on their effect on operations
Monitor queues
Use reporting and analytics for continuous improvement, including making recommendations to improve scheduling efficiency and statistics
Collaborate with Analytics and Team on identifying opportunities to further optimize our workforce
Experience with Workforce Management software
Ability to work rotating shifts and/or weekends

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Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Command Center Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management, Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

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Senior Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

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Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

Workforce Management Analyst Resume Examples & Samples

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