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Workforce Management Analyst Resume Samples
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0-5 years of experience
Responsible for daily, weekly and monthly administration of the workforce management system to ensure all departments were properly staffed to manage inbound/outbound calls in an efficient and productive manner. Forecasted both short- and long-term call volumes and staffing needs. Analyzed call volumes and patterns and reported forecast and actual performance for sites and/or call handling groups. Maintained other information needed for accurate forecasting.
- Reduced abandon rates by 80% in less than six months which contributed over $5.5 million to the Company’s bottom line.
- Planned for special impact of response to holidays, letter campaigns, blasting, acquisitions, etc.
- Used workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptions.
- Provided information needed to evaluate requests for schedule alterations or exceptions, as well as to analyze accuracy of forecast workloads, staffing requirements and staff scheduled.
- Provided cost and benefit analysis to management. Implemented established procedures to maintain required service levels and achieve other call center goals.
0-5 years of experience
- Responsible for managing workflow and analyzing workforce efficiency for approximately 800 employees
- Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and workgroups as well as identifying areas for improvement
- Coordinated multiple successful projects with the goal of adding value to the organization
- Designed a labor management model that was responsible for labor cost reduction and eliminated labor budget overruns
- Redesigned established processes to improve efficiency and response time
- Demonstrated ability to work independently- reporting manager located in Oregon
0-5 years of experience
The Workforce Management Analyst is responsible for supervising RTA Performance, making adjustments at a moments notice and analyzing actual performance so that the organization meets its Service Level Goals. Other duties include Report generation, Enterprise Support, Project Management, Process Documentation, and participate and manage daily staffing meetings.
- Made improvements on daily and Monthly reports so that they are produced efficiently.
- Recreated the monthly Dashboard report so that the time to produce it was cut in half.
- Improved the communication between locations when it comes to making RTA adjustments when call flow changes.
0-5 years of experience
- Developed strategies to improve the client experience through improved service delivery.
- Markedly Improved SLAs within the first quarter.
- Developed and implemented customer service chat strategy.
- Increased operation efficiencies through effective forecasting and scheduling.
- Researched issues through data mining databases/systems.
0-5 years of experience
- Tracked, analyzed and reported call center and agent performance
- Managed proactive approval and denial of discretionary activities; such as vacations, trainings, meetings
- Created proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
- Made recommendations and helped set priorities when planning and scheduling off phone activities
0-5 years of experience
Advanced from previous position to support newly developed field technician System and provide real-time monitoring of all call centers operations, Reporting and maintaining data.
- The central point of communication for all call centers’ management.
- Monitor and analyze call volume distribution to ensure efficient accessibility and service levels. Provided input to improve our customer experience and satisfaction with call center cost and efficiency in mind.
- Maintain database for field technician auto routing tool at one of the lowest error rates.
0-5 years of experience
- Provided analysis of work volume variances to forecast and direct the scheduling/staffing levels established by the University of Maryland University College (UMUC) Student Service Center.
- Monitor service levels and direct real-time forecasting to meet the call volume demand.
- Analyzed service level agreements and provided the most efficient strategies to management on how to resolve issues.
- Managed real-time and intra-day activities to help facilitate operational and client goals were met.
- Managed, tracked and reported agent adherence to policy and absenteeism.
- Monitored staff phone auxiliary changes (break, lunch, etc.) using Cisco Finesse and historical data reporting.
- Provided in-depth analysis and daily reports to management team on trends.
- Worked closely with management to offer overtime or surplus (approved time off) based on service level projections.
6-10 years of experience
- Daily production management and scheduling of approximately 900 Contact Center agents at multiple locations to ensure service levels and key performance indicator goals are achieved daily, monthly, and annually
- Utilize intraday forecasting tools to assist with analyzing real time staffing requirements needed to meet service level and workload allocation objectives
- Analyze trends in regards to staffing needs, agent productivity, and current operating procedures, and recommend enhancements for efficiencies
- Collaborate with Contact Center leaders and business partners to identify opportunities for overall improvement of service levels, key performance indicators and resource utilization
- Generate daily operational performance reports and associated Contact Center documentation
0-5 years of experience
- Responsible for monitoring and analyzing call volume projection functions, forecasting call volumes and staffing needs in a timely and accurate manner.
- Coordinate all scheduling tasks, modifications in the scheduling system of daily and weekly projected trends and volume.
- Review and administer temporary and mandatory schedule change requests, approving or denying requests based on current and upcoming operation’s needs.
- Maintain proper staffing levels and escalate discrepancies.
- Excellent knowledge of workforce management calculations, technologies and key performance indicators.
- Strong analytical and mathematical skills to collect and interpret data to solve problems.
6-10 years of experience
- Monitor ACD and Workforce Management system real time reports to ensure staff productivity is being utilized effectively.
- Process Schedule change requests
- Generate call metrics, mid-month, shrinkage, and end of the month reports
- Communicate call center performance daily, weekly, monthly, yearly and ad-hoc Lead weekly production meetings
- Train others on Workforce Management solutions and processes
- Monitor and manage call queues to ensure Health Services staff is available and appropriately staffed
0-5 years of experience
- Monitor Real Time Adherence and call out to management when there is adherence violator.
- Create schedules and process schedule changes via email or IM for over 800 agents.
- Monitor calls in queue that are holding.
- Manage the attendance line for [company name] for over 800 agents.
- Manage the temporary badges, and ensure that [company name] stays a secure environment.
0-5 years of experience
- Workforce Management Analyst – Health Care Project Management
- Develop and implement efficient performance tracking tools in Excel. Deduce asymmetrical production patterns. Process optimization and efficiency
- Facilitate operations with competent regulation of staff production & tracking
- Production optimization, schedule adherence management, systems access, hours tracking. Aggressive data analysis, reporting, and entry using Office
0-5 years of experience
- Provided training and enterprise implementation of NICE TotalView Workforce Management systems and ININ Interactive Intelligence.
- Served as the subject matter expert throughout during the implementation of NICE.
- Implemented NICE TotalView Workforce Management systems.
- Monitored real-time, intraday staffing levels and ACD agent work state reports.
- Managed and analyzes real-time Service Levels (SL).
- Provided recommendations, process improvements, and solutions.
- Evaluated staffing tradeoffs, call arrival rate and staff occupancy.
- Elicited business requirements of the KPI, goals, and objectives.
- Conducted root-cause analysis and statistical process control to ensure performance stabilization.
0-5 years of experience
- Handled and managed up to 15 Lines of businesses. Managed up to 300 agents for each line of business.
- Hold weekly meetings with all levels of Operations and Management, covering topics such as forecast variance, upcoming projects, call center performance, training needs and making staffing recommendations.
- Managed the line of businesses to maintain a service levels of 85% or higher also handled occupancy while ensuring the agents were working efficiently.
- Worked directly with the T-Mobile client to successfully forecast call volume and average handle time.
- Worked with the T-Mobile client to create and adjust weekly IDP’s, and eight week outlook of SQI’s for Full time employees.
- Worked as the direct point of contact for ID creation and application profile modification for new hires.
- Provided Tier 1 and tier 2 help desk support for system issues internally for the Miramar site.
- Opened tickets through T-Mobile for internal & external client side application related issues.
- Worked on major reports that was sent out to the T-Mobile client daily or weekly, creating and building a rapport with the T-Mobile client
0-5 years of experience
- Collection, analysis, and reporting of Contact Center performance statistics.
- Manage log-term forecast/staff plan and lead monthly staff plan.
- Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime.
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
- Oversee analysis and reporting of employee/advocate performance including schedule adherence.
- Analyze and report historical data and trends and develop forecast models.
- Generate long-term and short-term forecasts.
- Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings.
0-5 years of experience
- Real time queue management for multiple phone lines
- Reporting of real time and prior day volume
- Analyze volume, weekly, monthly and yearly
- SOP and training manual writing
- Manage staffing levels
0-5 years of experience
- Responsible for the Real-time performance of multiple contact types across 11 worldwide sites and multiple platforms.
- Intraday monitoring & reporting of incoming volumes against forecasting plan
- Analyzing data to outline any reasons for under / over performance and take actions to improve performance.
- Support the production, communication & implementation of service level action plans to the Business throughout the business day.
- Monitoring of actual intra-day staffing levels against scheduled plan to handle incoming phone & email contacts to the Service level metrics.
- Monitor compliance activity through GACD to intra-day schedules.
- Work with Operational and Support teams to effectively plan short-term non-productive time.
- Ensure accurate recording and reporting of shrinkage (Sickness, VTO, Overtime and Holidays) within CSSM.
- Performing administrative updates on GACD & CSC.
- Work closely with associates and team managers to pro-actively identify “hot spots” and take appropriate actions to minimize any impacts
0-5 years of experience
- Code agents for call center using IEX Workforce Management Program
- Produce reports expressing labor and volume within programs
- Alert supervisor of time clock abuse and queue fluctuation
6-10 years of experience
- Responsible for staffing for all departments.
- Maintain several databases that control the company’s productivity, track agent schedules and payroll.
- Maintain constant communication with associates and management staff.
- Analyze contact center trends, including call volume and call arrival patterns.
- Monitor call arrival patterns for each site and line of business to accurately evaluate and anticipate current and future staffing needs.
- Create and maintain reports that influence capacity planning and performance scorecard results within the contact center.
- Forecast call arrival patterns to build staffing and scheduling plans to meet business unit goals and objectives.
- Track attendance and time off requests.
- Direct and coordinate the structure of associate and equipment relocation as a member of the site logistics team.
- Serve as a member of workforce teams hiring panel, reviewing resume’s and conducting internal and external interviews.
6-10 years of experience
- Work Force Software Administration
- Real Time Adherence
- West Region Command Center
- Long Term and Short Term Forecasting
- Business Intelligence
- Routing
- New Systems Launch
- Training new and current employees
- Database administration
- Supported for 90 to 300+ agents, company owned resources
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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.
