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Workforce Analyst Resume Samples
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0-5 years of experience
- Consults managers on employee laws and regulations to ensure compliance and mitigate formal complaints and litigation. Designs human resources strategies to improve recruitment, retention, and employee development.
- Conducts compensation, performance, and workforce analysis to create a culture of engagement and ensure a results oriented performance culture.
- Utilizes supply and demand gap analysis to consult management on programmatic measures to strengthen recruitment initiatives, improve retention, and close competency gaps.
- Conducts organizational health assessments to identify areas of concern around HR programs, leadership effectiveness, employee engagement, and workforce barriers.
- Uses analytical approaches to visualize human capital data to identify trends, challenges, opportunities, and strengths. Presents analysis and action plans to capitalize on agency strengths and improve agency challenges.
- Developed a three-tier action-planning approach to address the employee viewpoint survey. The planned approach was selected by the Presidential Management Council and showcased a government-wide best practice.
6-10 years of experience
Maintain over 500 work schedules of multicontact center personnel to meet 80/20 service level and occupancy goals based on daily call volume.
- Track daily call volume and compare to scheduled personnel to ensure contact center is staffed appropriately.
- Monitors Real Time Queue and adjust as needed to make service level.
- Monitors agents adherence and compliance to their schedules.
- Schedule and track time off phones for miscellaneous activities such as meetings, trainings and coachings.
- Administer and maintain vacation and other time off allowances for Center personnel.
- Work with Supervisors and Managers to manage day to day operations to ensure Service Level goals are met.
- Collect and summarize agent productivity and adherence data as well as call center data for weekly GAP call with Busines Managers.
- Participates in special projects, teams and initiatives as needed.
0-5 years of experience
- Develops schedules to align with forecasted volumes utilizing Genesys WFM software.
- Develops and approves daily time off allotments for staff.
- Maintains and analyzes daily records of actual volumes and compares to forecast to make recommendations for staffing or schedule changes.
- Maintains staffing records, analyzes attrition and develops hiring plans for long and short term planning efforts.
- Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements.
- Ensures regular and consistent communication on workforce management related topics to assigned business units.
0-5 years of experience
- Responsible for two team members providing analytics services to HR community. Analyze incoming requests and ensure team provides insightful analytics solutions using a mix of technologies such as QlikView, SuccessFactors Workforce Analytics, Ad hoc reporting and Business Objects.
- Work with cross-functional teams in HR and IT to gather requirements, develop and deploy technology solutions such as data visualization and self-service tools like QlikView dashboards to business and HR users in areas like recruiting, talent management, compensation and diversity. Persuade and train users to adopt new technology.
- Spearhead implementation efforts of SuccessFactors Workforce Analytics, including project managing validation, configuring role-based security, expanding user base through training and outreach.
- Analyze diversity data and survey results to find trends to develop human resources strategy.
- Improve existing processes and establish new processes to maximize team effectiveness and efficiency.
- Perform ad-hoc analysis using Business Objects, Excel, SQL and SuccessFactors Analytics and present analysis to users through PowerPoint.
- Trained and supervised 2 new team members and delivered tasks successfully as a team during supervisor’s extended absence and 2 new team members.
0-5 years of experience
- Monitor daily agent service level and recommend adjustments to schedules based off of call patterns.
- Compile and analyze daily, weekly and monthly call center performance reports.
- Enforce agent schedule adherence and compliance and recommend schedule changes to management.
- Process PTO requests and update schedules including advising Leadership team if PTO approvals create a risk.
0-5 years of experience
- Analyze staffing trends and provide real time data to operations team upon request.
- Ensure day to day metrics are met while addressing any immediate concerns in a timely fashion.
- Monitor all offline time for call center representatives and offer suggestions to maintain a proper balance.
Human Resources Cover Letter Examples
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
