Workforce Management Specialist Resume Samples

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S Crist

Sheridan

Crist

6796 Camila Forest

Detroit

+1 (555) 400 3623

6796 Camila Forest

Detroit

Phone

p +1 (555) 400 3623

Experience Experience

Detroit, MI

Workforce Management Specialist

Detroit, MI

Zboncak Inc

Detroit, MI

Workforce Management Specialist

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
Coordinate with various departments and centers on a daily basis on staffing levels and production efficiency maximization as well as issues affecting production
Management of various workforce management systems, such as Verint scheduling software and CMS
Monitor daily and weekly coverage reports to schedule and communicate all same day overtime hours, reschedule offline activities, and optimize resources throughout the day
Monitor real time statistics such as hold times, queue sizes and call distribution to ensure we are utilizing department-wide resources as effectively as possible
Work closely with Assistant Managers to identify non-adherent events and take corrective action
Develop workforce metrics, dashboard and reporting that empowers informed management decisions

Philadelphia, PA

Workforce Management Specialist Master

Philadelphia, PA

Abshire Inc

Philadelphia, PA

Workforce Management Specialist Master

Manage a complex set of stakeholders, including busines owners, senior management, cross funtional partners ensuring engagement and adoption for new workforce management systems and processes
Manage annual/bi-annual global budgeting processes, working closely with cross-functional partners such as finance to quantify strategic investments and track overall spend and budget adherance
Solid knowledge of computer systems and software applications including spreadsheet (Microsoft Excel), Microsoft Outlook, Workforce Management tools (IEX and eWFM) and ACD Technologies (Avaya, Cisco and Aspect)
Acts as tier 1 triage for most call center related technologies; Provides access point for problem escalation and reports to tier 2, follows-up, and insures resolution for issues
Assess trends in teams, identifying areas of opportunity with assigned operational departments. Work with Workforce Analysts to investigate productivity and performance of assigned department
Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and call center performance. Supports workforce management function by analyzing ad hoc report data
Addresses recurring problems by recommending improved work processes, policies, or procedures. Contributes ideas on ways to resolve problems to better service the customer and/or improve productivity

present

Los Angeles, CA

Senior Workforce Management Specialist

Los Angeles, CA

Koepp Group

present

Los Angeles, CA

Senior Workforce Management Specialist

present

Develop trend reporting and data analysis of workload and employee performance and present to Management
Manage the intra-day queue and employee workflow coordination in partnership with Management Team
Collaborates: Engages others by gathering multiple views and being open to diverse perspectives, focusing on a shared purpose that puts Humana's overall success first
Monitors adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary
Facilitate meetings with HR/Recruiting to establish hiring plans based on long term forecasting including creation of hiring plan reporting that accommodates center attrition, hiring and training timelines
Support the immediate business implementation and systems integration of a new workforce management system, as well as longer term management and maintenance
Support the creation of long/medium/short term headcount forecasting models to predict work distribution and volume based on analysis of historical trends and external factors such as seasonal variations and anticipated impact of product launches by market

Education Education

Bachelor’s Degree in Mathematics Strongly Preferred

University of Kentucky

Bachelor’s Degree in Mathematics Strongly Preferred

Skills Skills

Excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture
Strong ability to multi-task
Proficient knowledge of Microsoft Office to include Word, Excel, Access and Power Point
Ability to work effectively both independently and as part of a team across all organizational levels where flexibility, collaboration and adaptability are important
Excellent knowledge in the use of applications such as Windows, Word, Excel and PowerPoint
Self-motivated with excellent organizational skills and attention to detail
Strong ability to multitask and manage competing priorities
Experience with Automated Call Distributors (ACDs), Computer-Telephone Integration (CTI) automation, skills routing, forecasting, scheduling and intra-day management
A positive, proactive attitude, energetic, highly motivated self-starter with decision making ability
Convey a strong professional image, exhibit interest and positive attitude toward all assigned work

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Workforce Management Specialist Resume Examples & Samples

Abilitiy to work a flexible schedule
Able to work in a team environment
Previous experience in a related field

Workforce Management Specialist Resume Examples & Samples

Efficiently manage call volume and labor resources for our inbound, outbound and work flow, while maintaining and exceed goals and expectations
Identify Triggers; coordinate with operations and initiating contingency plans for unusual volume or agent availability situations
Provides essential input to Business Analyst so that staffing plans are based on analysis of historical performance and real time data
Monitors adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary
Manage the PTO and overtime process
Design and prepare reports to meet internal and client requirements. Interface with Operations Management to resolve conflicts between agent requests and/or needs of the business, making significant schedule changes when necessary
Management of various workforce management systems, such as Verint scheduling software and CMS
Familiarity with forecast and scheduling concepts an asset
Intermediate to Advanced proficiency with Microsoft Excel and PowerPoint
Experience in data analysis
A positive, proactive attitude, energetic, highly motivated and a self-starter
Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test
Verint and CMS experience preferred

Workforce Management Specialist Resume Examples & Samples

Intermediate to Advanced proficiency with Microsoft Excel
A positive, proactive attitude, energetic, highly motivated self-starter with decision making ability
Must be able to work independently with little direction
Associates working in the state of Arizona only must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test
Call center or command center Workforce Management experience

Workforce Management Specialist Resume Examples & Samples

Support the immediate business implementation and systems integration of a new workforce management system, as well as longer term management and maintenance
Schedule resources optimally to achieve operational targets and service levels, managing real-time adjustments to resourcing, and generation of WFM reporting and analysis required to manage these processes efficiently
Support the creation of long/medium/short term headcount forecasting models to predict work distribution and volume based on analysis of historical trends and external factors such as seasonal variations and anticipated impact of product launches by market
Develop workforce metrics, dashboard and reporting that empowers informed management decisions
Analyze workforce data to identify trends, measure organizational performance and identify key predictive indicators
Analyze productivity, service levels utilization, volume, and staff trends and provide recommendations as required
Facilitate workforce planning process and ensure continuous accuracy of data going into multiple systems

Workforce Management Specialist Resume Examples & Samples

Workforce Management experience (related educational background/college degree may be considered in lieu of experience)
Flexibility to work an 8 hour shift, 5 days a week assigned between Monday-Saturday 8am-11:30pm EST
Workforce Management experience, preferably in a call or command center

Workforce Management Specialist Resume Examples & Samples

Maintains the master schedule for all associates (Deviations will be approved and changed by individual supervisors)
Maintains records for all non-salaried associates regarding PTO, Vacation, Absences, and Tardiness
Provides documentation for corrective actions regarding attendance issues
Monitors attendance documentation processing to ensure timely completion
Maintains reports concerning hours used, overtime hours used and aggregate dollars per shift
Maintains databases to evaluate associates productivity, attendance, and disciplinary records and use this information to determine best scheduling scenario
Use projections and planning tools to blend information into scheduling to report to Management possible recruiting needs
Manages package insert inventory with help from the packing Shipping Supervisor
Assist in interviewing and hiring during peak periods of time
Create Purchase Orders as needed
Assists in the Shipping area as needed

Workforce Management Specialist Resume Examples & Samples

Creation and maintenance of long and short term forecasts (production environment queue work and contact center calling)
Creation and maintenance of schedules for multiple departments
Facilitate performance and planning calls/meetings
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
Forecast and track volume monthly, weekly, daily and by interval
Maintain change matrices and discussion tracking files
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 efficiency maximization as well as issues affecting production
Ad Hoc analysis
Proficient in Math and Statistical analytics
Advanced Excel skills required (ability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
Above average PowerPoint skills required (ability to create an executive level presentation in PowerPoint)
Strong ability to multitask and manage competing priorities
Comprehensive understanding of workforce management
Self-starter who has the ability to work independently
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
Able to create buy in
Ability to understand, interpret and explain complex data and production metrics in the simplest of terms to any audience
Telecommute opportunity anywhere in the US; Must be available to work EST hours

Workforce Management Specialist Resume Examples & Samples

Workforce Management experience OR related educational background/college degree may be considered in lieu of experience
Flexibility to work a 5 day shift between Monday-Saturday from 2:00pm-11:00pm EST
Workforce Management experience in a call or command center

Workforce Management Specialist Resume Examples & Samples

Creates, updates and maintains forecast models/capacity plans in Verint and spreadsheets to ensure appropriate staffing level for each client
Facilitate meetings with HR/Recruiting to establish hiring plans based on long term forecasting including creation of hiring plan reporting that accommodates center attrition, hiring and training timelines
Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate
Evaluate overall call center performance
Ability to lead and contribute to process improvement projects
Bachelor’s degree or a minimum of 3 years of WFM experience in multi-site, multi-skill organization
Minimum of 1-3 years of proven leadership in a call center environment
Must possess operational knowledge of call center business processes and factors impacting customer service levels
Ability to interpret data, identify trends, and produce creative solutions to complex business issues
Excellent verbal, written, and interpersonal communication skills
Effective organization, multi-tasking, prioritizing skills and ability to follow-through
Work proactively, innovatively, and creatively while exercising sound judgment in a rapidly changing environment
Report generation experience
Experience in forecasting and staffing methodologies (preferred)

Workforce Management Specialist Resume Examples & Samples

Analyzes staffing data provided by department and Finance to ensure appropriate staffing levels
Adjusts staffing needs based on special events, large party reservations, table games/slot tournaments while maintaining compliance with scheduling to include departments covered by collective bargaining agreements
Ensures the timeliness of schedule creation and delivery to the standards as set out by the Manager and expectations of the business unit
Works with department heads to adjust staffing models and approve schedule changes independently, as necessary
Delivers best practice scheduling, rotation design, and reporting to maintain consistency among business units
Actively advises and provides guidance to the business units around scheduling, labor management, and leave management
Determines appropriate times to close stations/tables and call employees into work or grant employees company requested early outs, as necessary
Ensures scheduling practice is developed in line with legislative requirements and local law protecting the company and employee interests
Ensures ethical and equity issues are identified and managed in the scheduling process
Analyzes the scheduled versus actual labor used across the business to identify trends in business activity
Develops duty sheets and other daily reporting as required by the business. Specifically, develops the allocation sheets for each of the business units
Approves and processes manually received swaps, exceptions, and schedule changes which cannot be processed by the portfolio manager
Staffs the customer service inquiry counter during opening hours for staff inquiries
Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies senior management and/or Security of all unusual events, circumstances, missing items, or alleged theft
High school diploma or equivalent combination of education, training and related work experience. Bachelor's degree in related field preferred
One year of data analysis experience, preferably in the field of labor management
Proficient knowledge of Microsoft Office to include Word, Excel, Access and Power Point
Familiarity with labor metrics, planning, and regulations
Experience in working with Virtual Roster or other workforce management software preferred
Excellent guest service and hospitality skills
Ability to multi-task several activities and duties simultaneously
Obtain/maintain Michigan Gaming Control Board Level 3 Occupational License

Workforce Management Specialist Resume Examples & Samples

Serve as the first point of contact for agents experiencing IT/Telcom issues. This includes capturing issues on trouble tickets, functioning as a liaison with IT and ensuring issues are resolved in a timely fashion
Responds to diagnoses and resolves less complex phone/computer issues and routine inquiries. Updates, revises and adjusts system as necessary
Continuously monitors dialer, including real time call volume to ensure client expectation are met and optimal performance is delivered
Tracks, inputs and documents all employee information which impacts scheduling and performance, such as sick, vacation and other time off the phones. This includes notifying management when agents do not adhere to schedule, adjusting system to reflect changes and updating schedules as needed
Assists in analyzing statistics and performance, highlighting potential problem areas and suggesting solutions
4-year degree from an accredited institution in IT/Telco or equivalent discipline OR appropriate combination of experience and education
Professional communication skills for effective contact and presentation with stakeholders
Experience in the higher education and or call center industry preferred
Experience/ability to demonstrate understanding of call center processes and procedures
Technical hands on experience supporting Telecommunications/IT, MS office, outlook, printers and users. General hardware and software trouble shooting ability
Skills in the following areas; problem solving, logical analysis, trouble shooting, diagnostic abilities, organization, prioritization, attention to detail, customer satisfaction and quality orientation, and interpersonal skills

Workforce Management Specialist Resume Examples & Samples

At least three years of Contact Center Workforce management experience
Proficient in Microsoft Office tools - including Outlook, Word, Excel, Power Point
Able to handle multiple projects in a fast paced dynamic environment
Able to meet deadlines for forecasting, scheduling & long term planning
Experience with and a strong understanding of WFM Contact Center tools and fundamentals required. Experience with Verint WFM software preferred
Strong mathematical, analytical, communication and organization skills
Ability to identify and communicate immediate needs in the Contact Center
Ability to communicate and resolve conflicts among people with diverse and often conflicting needs
Good leadership skills with the ability to work under minimal supervision
Ability to coach and lead by example

Workforce Management Specialist Resume Examples & Samples

Responsible for employee schedule creation, optimization, monitoring, and management
Manage the intra-day queue and employee workflow coordination in partnership with Management Team
Communicate with Agents to ensure schedule and activity adherence
Balance departmental workload and workforce to meet departmental KPI’s
Analyze data on inquiry trends and employee output to recommend increasingly optimized workforce/workflow solutions in line with established KPIs
Develop trend reporting and data analysis of workload and employee performance and present to Management
Provide ongoing support and ownership of the configuration and utilization of workforce management systems
Assist in the development of business workforce, system structure, and utilization requirements for business integration and/or business expansion activities
In conjunction with management, approve time off of the phone (i.e. vacations, meetings, trainings)
Document/maintain all Workforce Management and Contact Center software processes and procedures
Manage employee skillset and skill-level system settings in system
Serve as the liaison with IT to address Workforce Management software issues/adjustments
Adhere to Teleflex’s Code of Conduct as well as other company policies and procedures
High School diploma required. College Degree preferred
Minimum 2 years of experience in a workforce management capacity required
Experience in a call/contact center environment required
Advanced knowledge of workforce optimization software required. Specific experience with Avaya/Verint WFM/Impact 360 preferred
Experience with Automated Call Distributors (ACDs), Computer-Telephone Integration (CTI) automation, skills routing, forecasting, scheduling and intra-day management
Familiarity with Contact Center software reporting tools
Intermediate knowledge of SAP ECC/CRM and Tableau preferred
Intermediate knowledge of Microsoft Office Suite
Strong analytical, critical thinking and problem-solving skills
Ability to work successfully with a diverse group of people and be a team player
Ability to multi-task and navigate competing priorities
Ability to work independently and display initiative
Continuous improvement and results orientation
Strong communication skills, both written and oral, with the ability to relate to employees at all levels of the organization
Excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture
Ability and willingness to work overtime on evenings and weekends as needed

Workforce Management Specialist Resume Examples & Samples

Develop, administer and maintain processes regarding employee skill matrices, IDs, queue and workload infrastructure
Ensure the reliability and quality of underlying data and review the accuracy and appropriateness of reports
Be an advocate and ambassador for WFM enablement of operational excellence
Work with our 3rd party partners, ensuring our support centers operate in the most efficient manner possible
Develop, prepare and distribute reports using internal reporting via SQL and other data management methods
Become an expert in usage of Facebook’s Workforce Management solution, as well as the associated process governance and other supportive responsibilities
Experience gathering unstructured data to produce insights and regular reporting using Excel and SQL
Experience with Aspect eWorkforce Management/TCS, and/or other Workforce Management solution is preferred
Passion to improve service programs to improve both customer satisfaction and operational KPI's
Excellent problem solving, project management and analytical skills
Ability to communicate to various levels within the organization
Demonstrated ability to multitask and re-prioritize accordingly
Real time day to day decision making without seeking higher authority

Workforce Management Specialist Resume Examples & Samples

Monitor real time queue performance and manage to service-level agreements (SLA’s) for C3 operations, actively addressing areas of concern as they occur
Work with assigned teams’ management to improve team performance and drive long term efficiencies by ensuring adherence to best practices and appropriate handling of our customer’s issue
Be Point of Contact in your center for situations that need to be immediately transferred to the Workforce Strategy
Department examples of this would be high queues, systems down, phone problems, staffing issues, emergency situations, etc
Assess trends in teams, identifying areas of opportunity with assigned operational departments. Work with Workforce Analysts to investigate productivity and performance of assigned department

Workforce Management Specialist Resume Examples & Samples

Primarily responsible for monitoring short-term planning inbox and request tracker to ensure responses are provided with a service level of 90% in 72 Hrs
Responsible to support the short-term planning team by maintaining appropriate elements of the workforce management (WFM) system. This includes updating of teammate schedules, various WFM system maintenance items, special scheduling task and other duties as determined prudent to meet the group’s needs
Serve as the primary point of contact (POC) for team leaders for tier 1 support of teammate schedule updates and assignments
Ensure scheduling guidelines are maintained and adhered to with respect to all schedule requests
Report and monitor representative schedules adherence in real time using Workforce software and ACD displays
Work closely with Assistant Managers to identify non-adherent events and take corrective action
Monitor representative behaviors and productivity in real time, identifying opportunities for improved efficiency
Monitor real time statistics such as hold times, queue sizes and call distribution to ensure we are utilizing department-wide resources as effectively as possible
Manage queues and process skill changes as applicable
Monitor daily and weekly coverage reports to schedule and communicate all same day overtime hours, reschedule offline activities, and optimize resources throughout the day
Maximize and optimize the allocation of available resources by making effective decisions regarding staffing opportunities
Respond to unplanned events by leveraging the documented action response plan
May provide after-hours support of contact center operational activities
Impact daily and weekly performance within applicable lines of business
Impacts to Participant Services Assistant Managers and Representative Experience
Associate's Degree in Business or related field preferred or equivalent education and experience
Minimum 2 years call center experience required
1 year of workforce management experience in a call center environment preferred
Basic knowledge of workforce and contact center systems and processes
Proficiency with Microsoft Excel, Word, and PowerPoint preferred for report generation
Ability to adhere to processes
Ability to identify high impact decisions and escalate to senior team member
Basic analytical and problem solving skills
Demonstrated ability to respond quickly to problems
Ability to successfully interact with a wide audience, including senior leaders and frontline staff

Senior Workforce Management Specialist Resume Examples & Samples

Monitor call volume and staffing data to ensure that Customer Service Representatives are performing in accordance with established quality and performance standards
Produce WFM reports according to deadlines ' attendance, absence, adherence, intraday and ad hoc reports
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
Customer Sevrice skills
Forecasting and scheduling experience is required

Workforce Management Specialist Resume Examples & Samples

Analyzing staffing data provided by department and Finance to ensure appropriate staffing levels
Ensuring the timeliness of schedule creation and delivery to the standards as set out by the Director/Manager and expectations of the business unit
Deliver best practice scheduling, rotation design and reporting to maintain consistency among business units
Determine appropriate times to close stations/tables and call employees into work or grant employees company requested early outs as necessary
Developing duties sheets and other daily reporting as required by the business. In particular they will be responsible for developing the allocation sheets for each of the business units
Staff the customer service inquiry counter during opening hours for staff inquiries
Must have one year experience with data analysis
High School Diploma or equivalent combination of education, training, and experience

Workforce Management Specialist Master Resume Examples & Samples

Emerging expert in chosen area of specialty
Expected to focus and develop substantial depth in this specialty
Passion and natural curiosity
Defines approaches, structures deliverables, influences key project-related decisions
Expected to share their knowledge with others and help develop future experts, involved in developing and delivering training in specialty
6+ years' related experience
Superior knowledge of the HR function & processes
Experience with workforce software such as Workbrain, Workforce Software, Kronos, ADP eTime, or Ceridian suite of time and attendance software and system infrastructure
Lead the full lifecycle of a project including, Business Analysis, Functional Specification, System Configuration, Design, Testing
Experience leading the vendor selection process(client and supplier sides) including RFPs, RFIs, scoring and evaluating products and services
Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
Experience with and desire to mentor junior staff
Up to 80% travel required

Workforce Management Specialist Resume Examples & Samples

Works with the Analyst, Workforce Management to provide real-time information on call center performance that could affect future staff scheduling. Assists the Analyst as necessary in the creation and management of call center staff work schedules. Assists with maintenance of CSR profiles in workforce management database to ensure optimum productivity and operational results are accurately reported
Schedules all transaction based work (e.g. calls, adjustments, correspondence, training, meetings). Maintains Customer Service Representative profiles in database; ensures that optimum productivity, coverage, and operational results are accurately reported and available
Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and call center performance. Supports workforce management function by analyzing ad hoc report data
Communicates effectively with individuals/teams in the call center(s) to ensure high quality and timely customer experience. Takes support calls from call center locations and executes against established procedures and guidelines
Acts as tier 1 triage for most call center related technologies; Provides access point for problem escalation and reports to tier 2, follows-up, and insures resolution for issues
High School Diploma/GED and at least 2 years of call center experience

Workforce Management Specialist Resume Examples & Samples

Utilization of Community WFM software and ACD reporting
Communication to and from Operations and other support departments
Collection and analysis and reporting of historical center performance statistics
Maintain communication to new hires on schedule process
Maintain intraday queue management according to short-term workload forecasting
Execute Scheduling Standard Operating Procedures
Execute proactive scheduling of discretionary activities such as training, meetings, overtime and under time
Execute intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Responsible for maximizing efficiency and occupancy while meeting service objectives
Monitor, analyze and report employee performance including schedule adherence
Input and maintain employee timekeeping corrections
Input and maintain employee schedule corrections affecting real-time adherence
Must have above average PC skills and Workforce Management experience is preferred
Must have dependable and consistent work history
Is able to effectively articulate thought process and ideas to peers and higher level management
Must have experience in planning, preparing and presenting effective business strategies
Must be self-motivated and present a high degree of integrity in order to perform with minimal supervision
Candidate must reflect a high degree of dependability, maturity and initiative
Candidate must be a skilled negotiator and can effectively articulate staffing and scheduling requirements that satisfy productivity of the CCC
Capable of motivating peers and comfortable providing peer coaching to individuals
Must demonstrate strong leadership abilities and is easily coached towards performance improvement
CCBCC is an Equal Employment Opportunity Employer**

Workforce Management Specialist Resume Examples & Samples

Perform forecast analysis, scheduling, workforce management (WFM) and reporting database maintenance
Work with leadership to identify What-if scenarios and root cause analysis
Prepare daily, monthly and quarterly reports for the Contact Center leadership team
Work with the Senior Associate Director and Quality Assurance Associate Director to operationalize and manage staff Paid Time Off request process

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