Workforce Manager Resume
Headline : Experience in customer service, management and workforce supervision. Manager of eight employees. Improved the team's performance in service levels and reduced customer call backs.
Skills : Microsoft Office, Technical Skills.
Description :
- Managed and planned staffing requirements for a manufacturing call center including reports to the executive team addressing key metrics.
- Analyzed historical data to forecast workload and plan staffing to meet organizational goals.
- Improved forecasts of call center workload through effective inter-departmental communications.
- Developed workload forecasts and staffing requirements that met multiple scenarios Produced optimal staffing plans.
- Created budget reports on the effects of changing staffing schedules and adding staff.
- Developed improved shipping and receiving methods, reorganized workflow, and improved lighting arrangements that facilitated truck parking.
- 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
Workforce Manager/Representative Resume
Summary : Trade Highly skilled, experienced, and competent in the field of Workforce Management, Customer Service. Understands the importance of team contributions and works hard.
Skills : NICE IEX, CMS Supervisor.
Description :
- Managed the staffing and inbound volumes of a multi-channel contact center, with a phone, chat, email, and returns.
- Managed and oversaw the forecasting/planning for all contact channels, seasonal teammate hiring, and attrition monitoring.
- Monitored and analyzed budgetary requirements for the contact center.
- Worked closely with Finance Team to ensure all budget parameters are met on a monthly basis.
- Completed quarterly and year-end performance reviews on the WFM teammates, focusing on professional-level development and success factors.
- Managed the forecasting of the Distribution House's order fulfillment volumes for effective staffing.
- Led 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
Workforce Manager II Resume
Headline : To integrate and apply skills to help an organization develop its philanthropic resources in a campaign setting by building comprehensive and sustainable annual fundraising programs to further its mission.
Skills : Workforce Planning, Monet, Workforce Management.
Description :
- Served as a member of a team and exhibited superior customer service skills to employees and managers at a collections call center.
- Provided support to employees and managers by addressing questions related to schedule adjustments; workforce management applications.
- Provided support in managing day-to-day operations by monitoring adherence to schedules, service levels, and phone volumes.
- Managed inbound daily call volume and agent schedules.
- Monitored Real-Time Adherence statistics and completed forecasting/planning, helping to ensure agents are on the phones.
- Monitored and recorded attendance real-time exceptions in a central workforce management database tool.
- Created appropriate real-time modifications to activities and schedules to meet standards.
Experience
5-7 Years
Level
Executive
Education
Diploma
Workforce Manager/Executive Resume
Headline : Visionary and highly accomplished leader, offering of assertive, compelling style that has proven to be inspirational and profitable. Versatile strategist, recognized for having superior leadership skills.
Skills : Microsoft Office, Technical Skills.
Description :
- Managed the daily workforce operations of three sites with teams of four to 10 WFM analysts each with a focus on efficiency improvements.
- Directly facilitated communication between WFM teams and clients.
- Forecasted call volumes and arrival patterns day-by-day.
- Provided staffing recommendations and conducted quarterly shift bids to ensure staffing aligned with current business needs.
- Consistently ensured revenue generation/bill-to-pay goals were achieved through real-time management of staffing utilization.
- Developed as well as maintained numerous workforce reports including those for absenteeism, utilization, forecasting total.
- Identified staffing and system discrepancies and initiated solutions.
Experience
5-7 Years
Level
Executive
Education
Psychology
Workforce Manager I Resume
Objective : Seeking employment at this time after having worked in the staffing industry. Staffing for clients includes a large range of skills including payroll, hiring, terminations, benefits, training.
Skills : Microsoft Office, Field glass, Temp Works, ADP.
Description :
- Screened and interviewed applicants, perform background and reference checks, terminate employees as needed, or counsel them on issues.
- Weekly orientations are performed that include safety and harassment awareness are performed each week.
- PPE and safety checked are performed daily at shift check-ins.
- Processed, created, and edited multiple spreadsheets for headcounts, attrition, GP, and invoices.
- Obtained a national contract and secured contracts to the staff at facilities.
- Managed the Cullman facility which has been rated in productivity month over month.
- Proud accomplishment while worked at Surge was receiving the safety award.
Experience
2-5 Years
Level
Junior
Education
AA
Workforce Manager/Analyst Resume
Headline : Experience in a Call Center environment. Energetic enthusiastic team player with excellent communication, analytical, organizational and interpersonal skills. Areas of strength include professionalism.
Skills : Inventory, Microsoft Office.
Description :
- Ensured the master schedule is consistent with budgeted census and budgeted PPD and operational standards.
- Maintained a care center electronic scheduling system on a daily basis.
- Determined care center open positions and corresponding schedules.
- Oversaw the daily schedule as relates to call-offs and ensures adherence to attendance policy and determines appropriate corrective action.
- Partnered with Executive Director to manage PPDs in accordance with operational standards Designated as the Hiring Team Captain for nursing services.
- Responsible for directing and coordinating the recruitment process.
- Ensured 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
Workforce Manager/Director Resume
Headline : Experienced manager with outstanding analytical and presentation skills possessing experience in leading multiple cross functional teams in a fast paced environment.
Skills : Management, MS-Office.
Description :
- Determined the staffing requirements, and interview, hire and train new employees, and oversee personnel processes.
- Planned and directed activities such as coordinating with other department heads as required.
- Reviewed sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing improvement.
- Managed staff, preparing work schedules, and assigning specific duties.
- Established and implement departmental policies, goals, and procedures, conferring with other organization officials, and staff members as necessary.
- Ensured quality service to our customers and front line employees.
- Trained workers in operational procedures and functions and explain company policies.
Experience
5-7 Years
Level
Executive
Education
Management
Workforce Manager III Resume
Summary : Motivated and hard working with a proven success in sales, retention, revenue generation and workforce management. Top sales associate with inbound calls and also went on to supervise.
Skills : Management, Budgeting, Business Analysis.
Description :
- Forecasted work-time and generate the most optimal strategic alignment of staffing and work volume for the entire Customer Care workforce.
- Managed Customer Care human resources for call center staffing.
- Maximized headcount, budget, staffing, projections, workforce analysis, and call center optimization.
- Participated in forecasting meetings with all stakeholders to develop accurate short-and long-term workforce forecasts.
- Determined the workforce requirements to meet all service level needs and response time objectives.
- Managed a master scheduling platform, including shift preferences, day-off requests, and training requirements.
- Served as an initial contact person for all issues regarding the schedule.
Experience
10+ Years
Level
Management
Education
Project Management
Workforce Manager/Co-ordinator Resume
Summary : Respected Global Humanitarian and Visionary Non-Profit Leader with a MBA coupled with extensive experience managing operations. Diverse background includes experience in human resource management.
Skills : Management Skills, Technical Skills.
Description :
- Maintained ownership for crafting and initiating innovative and preventative solutions to boost overall productivity and efficiency levels.
- Mitigated and resolved obstacles through the consistent analysis and investigation of data.
- Trained and developed new and existing hires on company best practices, systems, and goals.
- Developed and managed all scheduling operations including the formulation of staffing schedules.
- Ensured each call center is adequately staffed at all times.
- Conducted forecasting procedures for each month confirming inbound and outbound support teams are equipped to handle high-traffic environments.
- Managed the departmental annual budget Employee performance evaluations Conducts daily strategy and planning meetings.
Experience
7-10 Years
Level
Management
Education
M.B.A
Lead Workforce Manager Resume
Headline : Dedicated, action-oriented and results-driven professional offering of experience in the IT/Telephony Industry including team management, IT and Network support and troubleshooting
Skills : Aspect Forecasting Software, CMS, Verint, Excel.
Description :
- Workforce manager Drive strategic and tactical workforce administration requirements needed to support Humana's mail-order Pharmacy.
- Responsible for implementing and supporting technology solutions that aid's the dispensing of prescriptions.
- Introduced Automated Workforce Management Systems (Verint) and Workforce Analytics.
- Supported and improved business processes.
- Supervised Workforce Team including day-to-day operations, team coaching, feedback, and performance reviews.
- Produced daily strategy workflow meetings, weekly scheduling, and staffing meetings with the operations team.
- Managed team members located throughout the United States.
Experience
5-7 Years
Level
Executive
Education
BA
Asst. Workforce Manager Resume
Headline : Assisting in coordinating multiple training's and coaching's in order to reach targeted goals. Navigating through multiple computer applications including Excel.
Skills : Microsoft Office, On Shift, CareerBuilder.
Description :
- Supervised care center Receptionists and Human Resources Coordinator.
- Assisted in monitoring the Employee Relations climate in the care center and providing feedback to the Executive Director and/or appropriate Managers.
- Served as backup for payroll and timekeeping functions.
- Partnered with Regional Director of Human Resources and the Corporate Director of Workforce Management to ensure operational goals are met.
- Managed as the discretion to make decisions affecting the Center's workforce.
- Authority to formulated, interpreted, and implemented policies regarding workforce issues.
- Ensured staffing levels to meet service level requirements.
Experience
5-7 Years
Level
Executive
Education
Business Communication
Workforce Manager Resume
Headline : Customer Service Professional with over experience providing efficient and skillful contact center management. Demonstrated a track record of technical innovation and successful workforce management.
Skills : Technical Skills, MS-Excel.
Description :
- Provided call center management with staffing and scheduling requirements for separate call centers, totaling agents.
- Responsible for contact volume forecasting (inbounds calls, emails, and chats).
- Supported call center management with real-time adherence and intraday monitoring.
- Provided call center management with detailed call center performance reporting.
- Successfully converted workforce management platform from CISCO to Aspect.
- Successfully managed conversion to a new ACD system. Manage workforce teams in different locations.
- Served as a resource to other departments at the care center level.
Experience
5-7 Years
Level
Executive
Education
Diploma
