Workforce Management Analyst Resume
Headline : Analytical with attention for detail, seeking a summer Internship for Mechanical Engineering that can utilize not only can utilize the ability to look at the business through an entrepreneurial insight.
Skills : Microsoft Outlook, Microsoft Excel, Microsoft Word.
Description :
- Identified unaccounted for production gap within provider network claims coding within production analysis database.
- Tracked and maintained without impacting the accountability measures within the database.
- Created Microsoft Excel-based scheduling tracker identifying expectations and assigned schedule details.
- Inventory saw increased production allowing refocusing resources while achieving and maintaining unit goals.
- Conducted qualitative work processes studies within developing and communicating daily priorities.
- Utilized teams processing complex claim scenarios skills, resource deployment lowering inventory volumes.
- Created a foundation for newly developed Workforce Management Analyst team as a claim deployment subject matter expert.
- Developed workflows, inventory management techniques, and mentored and trained new analysts.
Experience
5-7 Years
Level
Executive
Education
BS
Workforce Management Analyst l Resume
Headline : Retail and service professional with over ten years of experience. conscientious self-starter stays calm under pressure. Comfortable in team environments a position that allows excellent communication skills to shine.
Skills : MS Office, Team Leadership, Teamwork, Customer Service, Access, Excel, Editing.
Description :
- Provides daily oversight and technical support to the business unit and facilitate training on systems and processes for a team.
- Monitors Workforce Analysts' queue management performances and agent skill change recommendations.
- Monitors and manages real-time call volumes-to-phone schedule adherence application.
- Takes proactive measures to meet call volume demands within the queue management system.
- Monitors daily service levels, productivity, and adherence to alerting management of negative performances.
- Recognizes abnormal call variances, research and report findings to the Workforce Management Team.
- Tracks and reports forecasted versus actual call volume trends by market, campaign, and site.
- Electronically broadcasts service level statistical queue performances to senior management.
Experience
5-7 Years
Level
Executive
Education
BS
Jr. Workforce Management Analyst Resume
Headline : Currently planning to relocate the family to actively seeking a company that will allow continuing a career in Business Management. enhance skills as an excellent organizer, leader, and manager in an environment that proves engaging, dynamic.
Skills : Proficient in MS Office, Excel, PowerPoint, Outlook,.
Description :
- Works directly with the Call Center Manager to accurately budgetary expenses and assist with new higher headcount projections.
- Analyzes and interprets past and current call volume data to ensure service levels and customer satisfaction goals are met.
- Develops and provides daily, weekly and monthly reports that provide insight into the trends.
- Works closely with call center analytics and programming center survey data output, disposition codes, etc.
- Coordinates and measures results in forecasting, capacity planning, scheduling, real-time resource reporting.
- Adjusts schedules to accommodate call volume fluctuations and changing business needs.
- Supervisors and managers including training, team meetings, vacations, overtime, etc.
Experience
5-7 Years
Level
Executive
Education
Diploma
Workforce Management/ Analyst Resume
Summary : Focused Workforce Management analyst with over years of customer service experience in the telecommunication field. Successful in building and motivating dynamic teams.
Skills : Micorsoft Office, Typing 40 Wpm, Copy Machine, Fax Machine, Multi-line Phones.
Description :
- Provides Internet, telephone, and television services to both individuals and businesses.
- Analyzed submissions and approve based on their effect on operations.
- Assessed customer needs for technician services and scheduled appointments.
- Discovered service outages by Reports and presented findings to the appropriate analysis team.
- Assembled information to formulate Load Control Reports and provided reports to executive management.
- Established analysis of workload to workforce ratio and Managers and technicians to communicate workload needs.
- Increased cost reduction by properly assessing technician appointments.
Experience
10+ Years
Level
Senior
Education
Certification
Workforce Management Analyst/Executive Resume
Headline : Highly-motivated, compassionate nursing professional with a knack of providing positive bedside patient care services. Track record of providing residents and clients with assistance in activities of daily living
Skills : Microsoft Office Suites, IOS Troubleshooting Knowledge, Linux/Unix, Reporting, MySQL.
Description :
- Determined optimum of production activities as well as shrinkage and occupancy goals.
- Provided scheduling and real-time monitoring support for all lines of business.
- Balanced service and cost metrics on a daily basis to ensure consistent service throughout the day.
- Tracked and analyzed data to support management staffing decisions.
- Partnered with the training department to strategize the best training that must be done and during what times.
- Troubleshoot service impacting issues using various systems and effectively communicated problems and resolutions found.
- Responsible for verifying different plan's benefits and communicating to Provider offices and Hospitals.
- Verified patient's benefits and followed up on Authorizations request for Provider's office and Hospitals.
Experience
5-7 Years
Level
Executive
Education
BS
Workforce Management Analyst/Representative Resume
Objective : To obtain a position in a field can broaden knowledge and hands-on experience of Psychology and its applications To obtain a position that allows utilizing interpersonal communication skills with hopes of bettering the company.
Skills : EMR, Microsoft Suite, Microsoft Exchange, Web-based Email, Web Browsers, Online Research.
Description :
- Analyzed agent productivity and recommend areas of improvement based on the Quality Assurance Review requirements.
- Analyzed and prepared business unit operation and staffing better meet established service goals.
- Responsible for various workforce tasks such as call volume forecast, scheduling, documentation, and call traffic routing.
- Establishing operational guidelines that meet human resources related while incorporating employees' needs.
- Responsible for training new management team members and representatives on the call center operation's policies and procedures.
- Prepared staff schedules, monitor Real-Time adherence, and ensure the center achieves optimal Service totalView.
- Assisted manager with special projects and served as a team leader.
Experience
2-5 Years
Level
Junior
Education
BS
Workforce Management Analyst/Supervisor Resume
Headline : Offering a strong and focused management and technical background based on experience in corporate and military careers. In-depth knowledge is adept to process improvement based on businesses' best practices, teamwork, work ethics, strong customer service, and business data analysis.
Skills : Microsoft Office, Customer Service, Communication Skills, Team Building, Team Leadership, Teamwork.
Description :
- Utilized Blue Pumpkin scheduling program and other related business software to forecast call volumes which resulted in forecasts.
- Produced workforce analysis and reports in support of scheduling campaigns.
- Provided guidance, and technical support to associates in management procedures and process improvements.
- Managed the scheduling of agent leave/vacation approvals and meeting service level objectives.
- Created spreadsheets from database reports which provided quantitatively and results by teams, departments, and sites.
- Assigned skill sets to agents to meet specific call volume demands.
- Coordinated with directors/supervisors of all non-phone scheduling events.
Experience
5-7 Years
Level
Management
Education
Diploma
Workforce Management Analyst/Coordinator Resume
Headline : Goal-oriented Workforce Management Analyst with attention to detail. Looking to further a career in a position that offers new challenges experience and industry knowledge to benefit the department and the company.
Skills : Proficient with Microsoft Office, Years of Experience in Customer Service, Workforce Management.
Description :
- Assisted in fostering and executing workforce management and complements organizational strategy.
- Managed the day-to-day operation of the workforce management real-time adherence team.
- Fostered and maintained a culture and makes the team a highly desirable place for employees to work.
- Created policies and procedures to standardize specific workforce management functions.
- Led workforce forecasting, scheduling, call activities at the site, ensuring the most efficient use of resources.
- Developed, implemented, maintained, and communicate the site work schedule.
- Analyzed call volume patterns to manage work shifts, lunches, and breaks.
- Adjusted workforce requirements based on changing/dynamic forecasts, reforecast when necessary.
Experience
5-7 Years
Level
Management
Education
BS
Workforce Management Analyst/Coordinator Resume
Objective : Resourceful operations professional with a solid foundation embedded in exceptional management and analysis skills for streamlining operations, increasing productivity, with the ability to clearly articulate complex situations, manage cost and improve quality.
Skills : Microsoft Office Skill, inContact, Vocalcom.
Description :
- Scheduled of approximately and Online Banking Specialists.
- Created adequate staffing levels to achieve department goals or less that are transferred from the Voice Response Unit.
- Emphasis on forecasting attrition rates and providing new hire recommendations.
- Forecasted call volume and average talk time on a daily, weekly, monthly, with an expected accuracy range of 3-5%.
- Created and distributed preliminary and recap reports that summarize daily, weekly, trends.
- Maintain a close relationship with Service and Online Management team, as well as, Training Department.
- Emphasis on effectively utilizing various communication forums.
Experience
2-5 Years
Level
Junior
Education
MS
Asst. Workforce Management Analyst Resume
Headline : Energetic, career and results-driven, obtaining excellent communication, leadership and human relation skills. With more than reliable and determined to succeed at any task.
Skills : Outlook, Office: Word, Powerpoint, Photoshop, Photography, Sales, Typing, Windows.
Description :
- Oversaw synchronized analysis and reports of call center performance, monitored and analyzed real-time and historical call volume patterns.
- Managed operations for over handled the post-day analysis of call center metrics comprising average handle time levels, and overtime.
- Ensured compliance with all protocols and standard operating procedures according to call volumes.
- Integrated system touchpoints via telephone, correspondence, e-mail, and Web to drive accurate information across all channels.
- Coordinated with five Call Center Managers and over 60 supervisors, requests handled efficiently and accurately.
- Responsible for point of contact in the absence of a Workforce Management Supervisor.
- Analyzed submissions and approve/deny based on their effect on operations.
Experience
5-7 Years
Level
Management
Education
BS
Associate. Workforce Management Analyst Resume
Headline : Lead a team to achieve product goals in an look forward to working with a company that promotes quality products and services and provides me with the opportunity to meet and exceed assigned tasks and goals.
Skills : Microsoft Office Skill, InContact, Vocalcom.
Description :
- Monitors agent and campaign production in real time in order to meet service goals.
- Reports business results hourly/daily and work within a team to respond to ever changing call trends.
- Provides floor support to customer service representatives when necessary.
- Creates dialing strategies to cope with changing business needs and maximize center performance.
- Tracks attendance of all employees as well as system event issues in order to understand and report irregularities.
- Works with client service teams to correct product issues in a timely manner.
- Generates reports to detail dialing patterns in relation to business goals and present this information in a digestible fashion.
Experience
5-7 Years
Level
Executive
Education
Diploma
Workforce Management Analyst Resume
Headline : Experienced, articulate, and professional. A responsible, and courteous team player with effective communication skills.Extensive Workforce Management expertise along with previous Customer Service knowledge.
Skills : Customer Service, Workforce Management, Data analysis, Call routing, Skill Set Configuration.
Description :
- Found trends and applying critical thinking and problem solving for various issues that may arise in the workplace.
- Analyzed internal user procedures, process workflow, and deadlines.
- Maintained associated production reports and logs, interfaces primary point of contact regarding production schedules.
- Ensured that proper notification and escalation procedures on batch/online processing delays are being followed.
- Analyzed submissions and approve/deny based on their effect on operations.
- Coordinated turnover between shifts to ensure a smooth transition.
- Processed attrition; engaged in daily, weekly, client to report business data and scheduling needs.
Experience
5-7 Years
Level
Executive
Education
MS