Workforce management analysts ensure that the company’s objectives are achieved with an effective human resource optimization strategy. Key functional roles and responsibilities for a workforce management analyst comprises of preparing intraday staff attendance reports, reconciling attendance of employee with that of schedules, communicating with the management to ensure compliance, maintaining running report of the staff attendance incidents, analyzing PTO submissions, monitoring attendance, processing schedule trade requests, processing modifications of scheduled events and creating real-time management schedules.
A well-crafted Workforce Management Analyst Resume should highlight skills such as technical abilities, time management, knowledge of relevant software, people skills and results orientation. These Analysts apart from holding a degree in Human Resource Management are expected to demonstrate fluency in handling workforce management software and exhibit sound analytical skills with a strong emphasis on forecasting.
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.
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 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.
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 : Workforce Management Analyst is responsible for the development, implementation, and maintenance of enterprise-wide employee and labor cost management systems. This includes developing, implementing, and supporting the workforce management data warehouse, labor costs system, payroll system, and reporting tools.
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.
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.
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