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. 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. Managed the staffing and inbound volumes of a multi-channel contact center, with a phone, chat, email, and returns.
2. Managed and oversaw the forecasting/planning for all contact channels, seasonal teammate hiring, and attrition monitoring.
3. Monitored and analyzed budgetary requirements for the contact center.
4. Worked closely with Finance Team to ensure all budget parameters are met on a monthly basis.
5. Completed quarterly and year-end performance reviews on the WFM teammates, focusing on professional-level development and success factors.
6. Managed the forecasting of the Distribution House's order fulfillment volumes for effective staffing.
7. 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

Description :

1. Served as a member of a team and exhibited superior customer service skills to employees and managers at a collections call center.
2. Provided support to employees and managers by addressing questions related to schedule adjustments; workforce management applications.
3. Provided support in managing day-to-day operations by monitoring adherence to schedules, service levels, and phone volumes.
4. Managed inbound daily call volume and agent schedules.
5. Monitored Real-Time Adherence statistics and completed forecasting/planning, helping to ensure agents are on the phones.
6. Monitored and recorded attendance real-time exceptions in a central workforce management database tool.
7. Created 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. Screened and interviewed 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 checked are performed daily at shift check-ins.
4. Processed, created, and edited multiple spreadsheets for headcounts, attrition, GP, and invoices.
5. Obtained a national contract and secured contracts to the staff at facilities.
6. Managed the Cullman facility which has been rated in productivity month over month.
7. Proud accomplishment while worked at Surge was receiving the safety award.

Experience

2-5 Years

Level

Junior

Education

AA

Description :

1. Ensured the master schedule is consistent with budgeted census and budgeted PPD and operational standards.
2. Maintained a care center electronic scheduling system on a daily basis.
3. Determined care center open positions and corresponding schedules.
4. Oversaw the daily schedule as relates to call-offs and ensures adherence to attendance policy and determines appropriate corrective action.
5. Partnered 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. 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

Description :

1. Determined the staffing requirements, and interview, hire and train new employees, and oversee personnel processes.
2. Planned and directed activities such as coordinating with other department heads as required.
3. Reviewed sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing improvement.
4. Managed staff, preparing work schedules, and assigning specific duties.
5. Established and implement departmental policies, goals, and procedures, conferring with other organization officials, and staff members as necessary.
6. Ensured quality service to our customers and front line employees.
7. Trained workers in operational procedures and functions and explain company policies.

Experience

5-7 Years

Level

Executive

Education

Management

Description :

1. Forecasted 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. Maximized 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 the 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. Served as an initial contact person for all issues regarding the schedule.

Experience

10+ Years

Level

Management

Education

Project Management

Description :

1. Maintained ownership for crafting and initiating innovative and preventative solutions to boost overall productivity and efficiency levels.
2. Mitigated and resolved obstacles through the consistent analysis and investigation of data.
3. Trained and developed new and existing hires on company best practices, systems, and goals.
4. Developed and managed all scheduling operations including the formulation of staffing schedules.
5. Ensured each call center is adequately staffed at all times.
6. Conducted forecasting procedures for each month confirming inbound and outbound support teams are equipped to handle high-traffic environments.
7. Managed 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. Introduced Automated Workforce Management Systems (Verint) and Workforce Analytics.
4. Supported and improved business processes.
5. Supervised Workforce Team including day-to-day operations, team coaching, feedback, and performance reviews.
6. Produced daily strategy workflow meetings, weekly scheduling, and staffing meetings with the operations team.
   
7. Managed team members located throughout the United States.

Experience

5-7 Years

Level

Executive

Education

BA

Description :

1. Supervised care center Receptionists and Human Resources Coordinator.
2. Assisted in monitoring the Employee Relations climate in the care center and providing feedback to the Executive Director and/or appropriate Managers.
3. Served as backup for payroll and timekeeping functions.
4. Partnered with Regional Director of Human Resources and the Corporate Director of Workforce Management to ensure operational goals are met.
5. Managed as the discretion to make decisions affecting the Center's workforce.
   
6. Authority to formulated, interpreted, and implemented policies regarding workforce issues.
7. Ensured staffing levels to meet service level requirements.

Experience

5-7 Years

Level

Executive

Education

Business Communication

Description :

1. Provided 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. Supported call center management with real-time adherence and intraday monitoring.
4. Provided 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. Served as a resource to other departments at the care center level.

Experience

5-7 Years

Level

Executive

Education

Diploma