Description :

1. Identified production gaps in claims coding, enhancing database accuracy for workforce analysis.
2. Maintained accountability measures within systems to ensure data integrity.
3. Created an Excel-based scheduling tracker that improved resource allocation.
4. Increased production efficiency through strategic resource management.
5. Conducted studies on work processes to streamline daily operations.
6. Utilized team skills to resolve complex claim scenarios, reducing backlog.
7. Served as a subject matter expert, establishing foundational practices for the Workforce Management Analyst team.

Experience

0-2 Years

Level

Entry Level

Education

B.S. in BA

Description :

1. Oversee and support workforce management initiatives, ensuring alignment with business objectives.
2. Utilize data analytics to monitor team performance and optimize resource allocation.
3. Manage real-time adherence to schedules, proactively addressing any discrepancies.
4. Conduct trend analysis on call volumes, providing actionable insights to senior management.
5. Implement workforce optimization strategies to enhance service delivery and efficiency.
6. Collaborate with cross-functional teams to improve operational processes and performance metrics.
7. Prepare and present detailed reports on workforce performance for strategic planning.

Experience

7-10 Years

Level

Senior

Education

B.S. in BA

Description :

1. Collaborate with the Call Center Manager to budget expenses and project hiring needs effectively.
2. Analyze call volume data to ensure service levels and customer satisfaction goals are consistently met.
3. Generate daily, weekly, and monthly reports that provide insights into operational trends.
4. Work closely with analytics teams to interpret survey data and disposition codes.
5. Coordinate forecasting, capacity planning, and real-time resource reporting to improve service delivery.
6. Adjust schedules proactively to respond to call volume fluctuations and changing business requirements.
7. Support supervisors and managers in scheduling, training, and team meetings to optimize performance.

Experience

0-2 Years

Level

Entry Level

Education

B.S.B.A.

Description :

1. Provided comprehensive internet, telephone, and television services to customers while addressing their needs effectively.
2. Analyzed workforce data to optimize staffing levels and improve operational efficiency.
3. Identified service outages through detailed reporting and communicated findings to analysis teams.
4. Compiled Load Control Reports to inform executive management on workload distribution.
5. Analyzed workload ratios to enhance communication between managers and technicians regarding resource needs.
6. Implemented strategies to reduce costs through effective assessment of technician appointments.

Experience

2-5 Years

Level

Junior

Education

B.S. in BA

Description :

1. Analyzed production activities to establish optimal shrinkage and occupancy goals.
2. Provided comprehensive scheduling and real-time monitoring support across all business lines.
3. Balanced service and cost metrics daily to ensure consistent service delivery.
4. Conducted root cause analysis on workforce performance issues.
5. Collaborated with training departments to optimize training schedules for maximum impact.
6. Troubleshot service-impacting issues and effectively communicated resolutions.
7. Managed verification of plans' benefits and communicated relevant information to provider offices.

Experience

10+ Years

Level

Executive

Education

B.S. in BA

Description :

1. Analyzed agent productivity metrics and recommended actionable improvements to enhance overall performance.
2. Developed business unit operations and staffing plans to align with service goals effectively.
3. Managed workforce tasks including call volume forecasting, scheduling, and traffic routing to optimize resource utilization.
4. Established operational guidelines that balanced HR requirements with employee needs.
5. Trained new management team members on call center policies and operational procedures.
6. Monitored real-time adherence to schedules, ensuring optimal service levels were maintained.
7. Assisted management with special projects, serving as a key team leader in various initiatives.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Utilized advanced scheduling software to forecast call volumes, resulting in improved accuracy in workforce planning.
2. Produced detailed workforce analysis reports to support strategic scheduling initiatives.
3. Provided expert guidance to management on process improvements and operational efficiencies.
4. Managed agent leave and vacation approvals while ensuring service level objectives were met.
5. Created comprehensive dashboards from database reports to provide insights by teams and departments.
6. Assigned skill sets to agents based on call volume demands, enhancing service delivery.
7. Collaborated with management on non-phone scheduling events to optimize resource allocation.

Experience

5-7 Years

Level

Management

Education

B.S. in BA

Description :

1. Assisted in executing workforce management strategies aligned with organizational goals.
2. Managed daily operations of the workforce management team, ensuring adherence to real-time metrics.
3. Fostered a positive team culture, enhancing employee satisfaction and retention.
4. Developed and standardized policies for workforce management processes.
5. Led forecasting and scheduling efforts, optimizing resource allocation across the site.
6. Created and communicated effective work schedules, adapting to dynamic operational needs.
7. Analyzed call volume trends to efficiently manage shifts and breaks.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Managed scheduling for a team of Online Banking Specialists to meet operational targets.
2. Analyzed staffing requirements to optimize department performance based on call volume trends.
3. Forecasted attrition rates and provided actionable recommendations for new hires.
4. Conducted daily, weekly, and monthly forecasts for call volume and average handling time.
5. Created and disseminated reports summarizing key performance metrics and trends.
6. Maintained collaboration with Service and Online Management to align operational goals.
7. Utilized various communication platforms to enhance team effectiveness and productivity.

Experience

0-2 Years

Level

Entry Level

Education

B.S. in Bus. Admin.

Description :

1. Spearheaded comprehensive analysis of call center performance, resulting in a 20% improvement in operational efficiency over one year.
2. Directed post-analysis operations, achieving a 15% reduction in average handle time through optimized scheduling.
3. Developed and implemented compliance protocols, enhancing adherence rates by 30% across teams.
4. Streamlined communication channels, leading to a 25% increase in data accuracy and reporting efficiency.
5. Facilitated collaboration among multiple stakeholders, improving request handling efficiency by 40%.
6. Provided actionable insights to senior management, driving strategic initiatives that improved overall service delivery.
7. Utilized advanced analytics to forecast staffing needs, ensuring optimal resource allocation during peak periods.

Experience

7-10 Years

Level

Management

Education

B.S. in BA

Description :

1. Managed workforce scheduling to ensure optimal coverage during peak times.
2. Analyzes call trends and reports business results to adapt strategies for optimal performance.
3. Provides support to customer service representatives, enhancing operational efficiency on the floor.
4. Develops dialing strategies to meet dynamic business needs and maximize contact center performance.
5. Tracks employee attendance and system events to identify and report irregularities effectively.
6. Collaborates with client service teams to rectify product issues swiftly, ensuring customer satisfaction.
7. Generates detailed reports on dialing patterns, presenting insights that align with business objectives.

Experience

5-7 Years

Level

Senior

Education

B.S. in Bus. Mgmt.

Description :

1. Identified trends and applied critical thinking to resolve workplace issues.
2. Analyzed internal procedures and process workflows to enhance operational efficiency.
3. Maintained production reports and served as the main contact for production schedules.
4. Ensured compliance with notification and escalation protocols for processing delays.
5. Evaluated submissions to manage operational impact effectively.
6. Facilitated smooth shift transitions by coordinating turnover processes.
7. Processed attrition data for accurate reporting on business needs and scheduling.

Experience

5-7 Years

Level

Executive

Education

B.S. BA