Workforce Management Analyst Resume Samples

Description :

1. Identified unaccounted for production gap within provider network claims coding within production analysis database.
2. Inventory was user tracked and maintained without impacting the accountability measures within the database.
3. Created Microsoft Excel-based scheduling tracker identifying expectations and assigned schedule details.
4. Inventory saw increased production allowing refocusing resources while achieving and maintaining unit goals.
5. Conducted qualitative work processes studies within developing and communicating daily priorities.
6. Utilized teams processing complex claim scenarios skills,  resource deployment lowering inventory volumes.
7. Created a foundation for newly developed Workforce Management Analyst team as a claim deployment subject matter expert.
8. Developed workflows, inventory management techniques, and mentored and trained new analysts.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Provide daily oversight and technical support to the business unit and facilitate training on systems and processes for a team.
2. Monitor Workforce Analysts' queue management performances and agent skill change recommendations.
3. Monitor and manage real-time call volumes-to-phone schedule adherence application.
4. Take proactive measures to meet call volume demands within the queue management system.
5. Monitor daily service levels, productivity, and adherence to alerting management of negative performances.
6. Recognize abnormal call variances, research and report findings to the Workforce Management Team.
7. Track and report forecasted versus actual call volume trends by market, campaign, and site.
8. Electronically broadcast service level statistical queue performances to senior management.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Work directly with the Call Center Manager to accurately budgetary expenses and assist with new higher headcount projections.
2. Analyze and interpret past and current call volume data to ensure service levels and customer satisfaction goals are met.
3. Develop and provide daily, weekly and monthly reports that provide insight into the trends.
4. Work closely with call center analytics and programming center survey data output, disposition codes, etc.
5. Coordinate and measure results in forecasting, capacity planning, scheduling, real-time resource reporting.
6. Adjust schedules to accommodate call volume fluctuations and changing business needs.
7. Supervisors and managers including training, team meetings, vacations, overtime, etc.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Provides Internet, telephone, and television services to both individuals and businesses.
2. Analyzed submissions and approve based on their effect on operations.
3. Assessed customer needs for technician services and scheduled appointments.
4. Discovered service outages by Reports and presented findings to the appropriate analysis team.
5. Assembled information to formulate Load Control Reports and provided reports to executive management.
6. Established analysis of workload to workforce ratio and  Managers and technicians to communicate workload needs.
7. Operational Highlights: Increased cost reduction by properly assessing technician appointments.

Experience

10+ Years

Level

Senior

Education

Certification

Description :

1. Analysis of performance history to determine optimum of production activities as well as shrinkage and occupancy goals.
2. Provided scheduling and real-time monitoring support for all lines of business.
3. Balanced service and cost metrics on a daily basis to ensure consistent service throughout the day.
4. Tracked and analyzed data to support management staffing decisions.
5. Partnered with the training department to strategize the best training that must be done and during what times.
6. Troubleshoot service impacting issues using various systems and effectively communicated problems and resolutions found.
7. Responsible for verifying different plan's benefits and communicating to Provider offices and Hospitals.
8. Verified patient's benefits and followed up on Authorizations request for Provider's office and Hospitals.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Analyze agent productivity and recommend areas of improvement based on the Quality Assurance Review requirements.
2. Analyzed and prepared business unit operation and staffing better meet established service goals.
3. Responsible for various workforce tasks such as call volume forecast, scheduling, documentation, and call traffic routing.
4. Establishing operational guidelines that meet human resources related while incorporating employees' needs.
5. Responsible for training new management team members and representatives on the call center operation's policies and procedures.
6. Prepared staff schedules, monitor Real-Time adherence, and ensure the center achieves optimal Service totalView.
7. Assisted manager with special projects and served as a team leader.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Utilized Blue Pumpkin scheduling program and other related business software to forecast call volumes which resulted in forecasts.
2. Produced workforce analysis and reports in support of scheduling campaigns.
3. Providing guidance, and technical support to associates in management procedures and process improvements.
4. Managed the scheduling of agent leave/vacation approvals and meeting service level objectives.
5. Created spreadsheets from database reports which provided quantitatively and results by teams, departments, and sites.
6. Assigned skill sets to agents to meet specific call volume demands.
7. Coordinated with directors/supervisors of all non-phone scheduling events.

Experience

5-7 Years

Level

Management

Education

Diploma

Description :

1. Assist in fostering and executing workforce management and complements organizational strategy.
2. Managing the day-to-day operation of the workforce management real-time adherence team.
3. Foster and maintain a culture and makes the team a highly desirable place for employees to work.
4. Create policies and procedures to standardize specific workforce management functions.
5. Lead workforce forecasting, scheduling, call activities at the site, ensuring the most efficient use of resources.
6. Develop, implement, maintain, and communicate the site work schedule.
7. Analyze call volume patterns to manage work shifts, lunches, and breaks.
8. Adjust workforce requirements based on changing/dynamic forecasts, reforecast when necessary.

Experience

5-7 Years

Level

Management

Education

BS

Description :

1. Primary responsibilities included accurate daily scheduling of approximately and Online Banking Specialists.
2. Created adequate staffing levels to achieve department goals or less that are transferred from the Voice Response Unit.
3. Emphasis on forecasting attrition rates and providing new hire recommendations.
4. Forecasted call volume and average talk time on a daily, weekly, monthly, with an expected accuracy range of 3-5%.
5. Created and distributed preliminary and recap reports that summarize daily, weekly, trends.
6. Maintain a close relationship with Service and Online Management team, as well as, Training Department.
7. Emphasis on effectively utilizing various communication forums.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Oversaw synchronized analysis and reports of call center performance, monitored and analyzed real-time and historical call volume patterns.
2. Managed operations for over handled the post-day analysis of call center metrics comprising average handle time levels, and overtime.
3. Ensured compliance with all protocols and standard operating procedures according to call volumes.
4. Integrated system touchpoints via telephone, correspondence, e-mail, and Web to drive accurate information across all channels.
5. Coordinated with five Call Center Managers and over 60 supervisors,  requests handled efficiently and accurately.
6. Point of contact in the absence of a Workforce Management Supervisor.
7. Analyzed submissions and approve/deny based on their effect on operations.

Experience

5-7 Years

Level

Management

Education

BS

Description :

1. Monitor agent and campaign production in real time in order to meet service goals.
2. Report business results hourly/daily and work within a team to respond to ever changing call trends.
3. Provide floor support to customer service representatives when necessary.
4. Create dialing strategies to cope with changing business needs and maximize center performance.
5. Track attendance of all employees as well as system event issues in order to understand and report irregularities.
6. Work with client service teams to correct product issues in a timely manner.
7. Generate reports to detail dialing patterns in relation to business goals and present this information in a digestible fashion.
8. Function independently and diligently to deliver results and actionable feedback to upper management team.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Finding trends and applying critical thinking and problem solving for various issues that may arise in the workplace.
2. Analyzed internal user procedures, process workflow, and deadlines.
3. Maintained associated production reports and logs, interfaces primary point of contact regarding production schedules.
4. Ensured that proper notification and escalation procedures on batch/online processing delays are being followed.
5. Analyzed submissions and approve/deny based on their effect on operations.
6. Coordinated turnover between shifts to ensure a smooth transition.
7. Processed attrition; engaged in daily, weekly, client to report business data and scheduling needs.

Experience

5-7 Years

Level

Executive

Education

MS