Workforce Manager Resume Samples

Description :

1. Managed and planned staffing requirements for a manufacturing call center including reports to the executive team addressing key metrics.
2. Analyzed historical data to forecast workload and plan staffing to meet organizational goals.
3. Improved forecasts of call center workload through effective inter-departmental communications.
4. Developed workload forecasts and staffing requirements that met multiple scenarios Produced optimal staffing plans.
5. Created budget reports on the effects of changing staffing schedules and adding staff.
6. Developed improved shipping and receiving methods, reorganized workflow and improved lighting arrangements that facilitated truck parking.
7. The corporate executive committee presented the team with the award for having made process improvements of the greatest value to the company.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Manage the staffing and inbound volumes of a multi-channel contact center, with a phone, chat, email, and returns.
2. Manage and oversee the forecasting/planning for all contact channels, seasonal teammate hiring, and attrition monitoring.
3. Monitor and analyze budgetary requirements for the contact center.
4. Work closely with Finance Team to ensure all budget parameters are met on a monthly basis.
5. Complete quarterly and year-end performance reviews on the WFM teammates, focusing on professional-level development and success factors.
6. Manage the forecasting of the Distribution House's order fulfillment volumes for effective staffing.
7. Lead in the installation and implementation of the NICE IEX WFM system across all lines of business at Under Armour Corporate.

Experience

7-10 Years

Level

Management

Education

Criminal Justice

Description :

1. Serve as a member of a team and exhibited superior customer service skills to employees and managers at a collections call center.
2. Provide support to employees and managers by addressing questions related to schedule adjustments; workforce management applications.
3. Provide support in managing day-to-day operations by monitoring adherence to schedules, service levels, and phone volumes.
4. Manage inbound daily call volume and agent schedules.
5. Monitor Real-Time Adherence statistics and completed forecasting/planning, helping to ensure agents are on the phones.
6. Monitor and record attendance real-time exceptions in a central workforce management database tool.
7. Create appropriate real-time modifications to activities and schedules to meet standards.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Managed the daily workforce operations of three sites with teams of four to 10 WFM analysts each with a focus on efficiency improvements.
2. Directly facilitated communication between WFM teams and clients.
3. Forecasted call volumes and arrival patterns day-by-day.
4. Provided staffing recommendations and conducted quarterly shift bids to ensure staffing aligned with current business needs.
5. Consistently ensured revenue generation/bill-to-pay goals were achieved through real-time management of staffing utilization.
6. Developed as well as maintained numerous workforce reports including those for absenteeism, utilization, forecasting total.
7. Identified staffing and system discrepancies and initiated solutions.

Experience

5-7 Years

Level

Executive

Education

Psychology

Description :

1. Screen and interview applicants, perform background and reference checks, terminate employees as needed, or counsel them on issues.
2. Weekly orientations are performed that include safety and harassment awareness are performed each week.
3. PPE and safety checks are performed daily at shift check-ins.
4. Process, create and edit multiple spreadsheets for headcounts, attrition, GP, and invoices.
5. Obtained a national contract and secured contracts to the staff at facilities.
6. Manage the Cullman facility which has been rated in productivity month over month.
7. Proud accomplishment while working at Surge was receiving the safety award.

Experience

2-5 Years

Level

Junior

Education

AA

Description :

1. Ensure the master schedule is consistent with budgeted census and budgeted PPD and operational standards.
2. Maintain a care center electronic scheduling system on a daily basis.
3. Determine care center open positions and corresponding schedules.
4. Oversee the daily schedule as relates to call-offs and ensures adherence to attendance policy and determines appropriate corrective action.
5. Partner with Executive Director to manage PPDs in accordance with operational standards Designated as the Hiring Team Captain for nursing services.
6. Responsible for directing and coordinating the recruitment process.
7. Ensure that each applicant is interviewed in a professional and timely manner Post and communicate to the staff care center.

Experience

5-7 Years

Level

Consultant

Education

Supervision

Description :

1. Determine staffing requirements, and interview, hire and train new employees, and oversee personnel processes.
2. Plan and direct activities such as coordinating with other department heads as required.
3. Review sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing improvement.
4. Manage staff, preparing work schedules and assigning specific duties.
5. Establish and implement departmental policies, goals, and procedures, conferring with other organization officials, and staff members as necessary.
6. Customer Service Supervisor Follow up on work requirements, to ensure quality service to our customers and front line employees.
7. Train workers in operational procedures and functions and explain company policies.

Experience

5-7 Years

Level

Executive

Education

Management

Description :

1. Forecast work-time and generate the most optimal strategic alignment of staffing and work volume for the entire Customer Care workforce.
2. Managed Customer Care human resources for call center staffing.
3. Maximize headcount, budget, staffing, projections, workforce analysis, and call center optimization.
4. Participated in forecasting meetings with all stakeholders to develop accurate short-and long-term workforce forecasts.
5. Determined workforce requirements to meet all service level needs and response time objectives.
6. Managed a master scheduling platform, including shift preferences, day-off requests, and training requirements.
7. Serve as an initial contact person for all issues regarding the schedule.

Experience

10+ Years

Level

Management

Education

Project Management

Description :

1. Maintains ownership for crafting and initiating innovative and preventative solutions to boost overall productivity and efficiency levels.
2. Mitigates and resolves obstacles through the consistent analysis and investigation of data.
3. Trains and develops new and existing hires on company best practices, systems, and goals.
4. Develops and manages all scheduling operations including the formulation of staffing schedules.
5. Ensures each call center is adequately staffed at all times.
6. Conducts forecasting procedures for each month confirming inbound and outbound support teams are equipped to handle high-traffic environments.
7. Manages the departmental annual budget Employee performance evaluations Conducts daily strategy and planning meetings.

Experience

7-10 Years

Level

Management

Education

M.B.A

Description :

1. Workforce manager Drive strategic and tactical workforce administration requirements needed to support Humana's mail-order Pharmacy.
2. Responsible for implementing and supporting technology solutions that aid's the dispensing of prescriptions.
3. Introduce Automated Workforce Management Systems (Verint) and Workforce Analytics.
4. Supporting and improving business processes.
5. Supervise Workforce Team including day-to-day operations, team coaching, feedback, and performance reviews.
6. Produce daily strategy workflow meetings, weekly scheduling and staffing meetings with the operations team.
   
7. Manage team members located throughout the United States.

Experience

5-7 Years

Level

Executive

Education

BA

Description :

1. Supervises care center Receptionists and Human Resources Coordinator.
2. Assists in monitoring the Employee Relations climate in the care center and providing feedback to the Executive Director and/or appropriate Managers.
3. Serves as backup for payroll and timekeeping functions.
4. Partners with Regional Director of Human Resources and the Corporate Director of Workforce Management to ensure operational goals are met.
5. Management Has the discretion to make decisions affecting the Center's workforce.
   
6. Authority to formulate, interpret and implement policies regarding workforce issues.
7. Ensure staffing levels to meet service level requirements.

Experience

5-7 Years

Level

Executive

Education

Business Communication

Description :

1. Provide call center management with staffing and scheduling requirements for separate call centers, totaling agents.
2. Responsible for contact volume forecasting (inbounds calls, emails and chats).
3. Support call center management with real-time adherence and intraday monitoring.
4. Provide call center management with detailed call center performance reporting.
5. Successfully converted workforce management platform from CISCO to Aspect.
6. Successfully managed conversion to a new ACD system. Manage workforce teams in different locations.
7. Serves as a resource to other departments at the care center level.

Experience

5-7 Years

Level

Executive

Education

Diploma