Analyst Workforce Resume Sample
Antonina Cassin
71560 Tod Mill,
Detroit,
MI
+1 (555) 228 4872
Work Experience
Senior Analyst, Workforce Management
11/2017
-
PRESENT
Phoenix, AZ
- Gathers, analyzes, and creates solution requirements utilizing user-centric design techniques. Facilitates user story creation and backlog grooming in an agile delivery environment
- Performs application configuration (i.e. create attributes, workflows, and UI changes) in support of solution delivery initiatives
- Supports solution testing efforts by developing test plans, preparing test environments, performing test execution, and validating test results
- · Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting
- Responsible for the assignment of tasks to the operation by optimizing the usage of workforce
- Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition)
- Work with operational and support teams to effectively plan short term non-productive time
Analyst, Workforce Management
04/2013
-
05/2017
Boston, MA
- Work closely with data, associates and team managers to pro-actively identify issues and take appropriate actions to minimize impact
- Assist the development of Workforce Management and Scheduling systems by partnering with in-house technology teams
- Running “what if” scenarios for associate staffing and make proper use of statistical tools
- Analyze business performance and provide the information required to make informed decisions around staffing and store performance
- Responsible for developing ad hoc tools and analysis to continuously improve workforce productivity
- Responsible for evaluating effective use of payroll
- Monitor staffing levels in partnership with Store Operations Teams
- Partner with Store Operations Teams in identifying seasonal business trends, and making appropriate configuration changes
Analyst, Workforce
08/2008
-
02/2013
Los Angeles, CA
- Experience in an analytical or forecasting role
- Experience in Operations, Customer Service, IT (Item Data or Billing), Marketing, or Administration
- Strong analytical skills are essential to management of budget forecasting and strategic planning
- Strong Verbal/Listening/Written skills communications are essential as a significant amount of time is devoted to taking and responding to questions from IT, Customer Insight and Avon Corporate departments
- Support hypothesis testing and draw conclusions that inform management’s decision making across the corporation
- Identify and implement process improvement, including quality inspection with process improvement specialists. Drives quantifiable results through facilitating interaction with the business unit
- Develop and deliver scorecards, dashboards, and models to all levels of leadership
- Collaborate with Teammates to develop recommendations in alignment with overall strategy
Education
Lawrence University
2002 - 2007
Bachelor's Degree in Statistics
Professional Skills
- Demonstrated problem solving and lateral thinking skills
- Strong verbal and written communication skills with leadership, peers and subordinates
- Strong verbal and written communication, comprehension skills and the ability to maintain confidentiality
- Training new team members in terms of general skills
- Data mining skills to enable advanced data mining from databases using SQL or preparing and Maintaining databases using MS Access
- · Skills in complex problem solving, judgment, critical thinking and decision making
- Advanced Analytical & Problem Solving Skills
How to write Analyst Workforce Resume
Analyst Workforce role is responsible for analysis, analytical, advanced, software, reporting, retail, finance, credit, training, database.
To write great resume for analyst workforce job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Analyst Workforce Resume
The section contact information is important in your analyst workforce resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Analyst Workforce Resume
The section work experience is an essential part of your analyst workforce resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous analyst workforce responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular analyst workforce position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Analyst Workforce resume experience can include:
- Utilizes WFM experience and skills to assess and advice on the practicability of alternatives, marrying up technical limitations with operational realities
- Effectively leveraged as a resource to assist in all project work and priorities while maintaining knowledge of all systems, tools and resources
- Strong communication and orgainzation skills
- Updates agents’ skills based on a real-time basis to meet department service standards
- Performs daily skill audits to ensure that all call enter agents are accurately skilled
- Exceptional writing, organizational and communication skills
Education on an Analyst Workforce Resume
Make sure to make education a priority on your analyst workforce resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your analyst workforce experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Analyst Workforce Resume
When listing skills on your analyst workforce resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical analyst workforce skills:
- Strong analytical, problem resolution skills
- Advanced skills in data analysis using database, spreadsheet, reporting software
- Translate findings and effectively communicate insights to varying audience types
- Prior experience with Contact Center and CRM applications
- High level of PC capability with advanced skills in data query and analysis tools (MS Excel)
- Collaborative and with the ability to work on cross-functional teams effectively
List of Typical Experience For an Analyst Workforce Resume
1
Experience For Analyst, Workforce Management Resume
- Solid initiative, driven self-starter; able to work independently and manage results
- Developing training materials that help end users better utilize Workday reporting solutions and partner in change management/organizational readiness efforts
- Takes responsibility as needed for the detailed specification and modeling of recommended solutions using resources, standards, methods and tools as required
- Maintain, improve, and automate current WFM analysis tools and processes related to headcount determination, FT/PT, productivity, and scheduling
- Acts as a first point of contact for any escalations, outages, system issues or any other situations impacting on productivity
- Responsible for accurate alternative scheduling recommendations that result in acceptable maintenance of service levels
- Leverage workforce data to research and then test hypothesis to resolve business problems
- Maintain content on Regional Resource & BOH page, so that it is current for the Marketplace as well as Logistics/Transportation
- Hourly Payroll Budget/Planning Process - Assisting with the hourly payroll budgeting/planning process – gathering historical data, updating store profiles, revising standards and compiling the final hourly payroll budget
2
Experience For Senior Analyst, Workforce Management Resume
- Experience in Retail or Distribution environment
- Prepares intraday reports on staff attendance. Reconciles attendance daily with the employee schedule and time in/time out reporting. Manages changes to scheduling to ensure adequate daily resource coverage. Maintain running report of attendance incidents. Analyze Time off requests and approve/deny based on their effect on operations
- Monitor and report on Schedule Adherence
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. Collaborate with WFM forecasting on identifying opportunities to further optimize our workforce. Solicit improvement ideas from workforce
- Develop robust analytical process that provide a statistical approach for inputs into labor allocation, included but not limited to traffic forecasting, sales plans, capacity planning
- Excel Expert, VBA – 3-5 years
- Analytics & Statistics – 3-5 years
- Analytics Technology: SQL, SAS, Python, R – 3-5 years
- Provide short and long-term contact forecast for Member and Provider Service. This includes inbound calls, emails, faxes and written correspondence
3
Experience For Analyst, Workforce Resume
- Maintenance of IEX Total View workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between IEX and service center representatives
- Provide reporting to the management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff model
- Builds successful interpersonal relationships with business partners, leadership team across Member Service, Provider Service, FEP, Provider Dental, and Medicare Markets
- Produces, daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics
- Work within the WFP team in the development of tactical planning for the call centers (Training, Off Phone activities etc.)
- Completes real time activities related to staffing-ensures that recommendations for appropriate adjustments to leverage
- Works with peers and leaders across the division to meet service level agreements
- Comfortable with Microsoft products specifically excel
4
Experience For Senior Analyst, Workforce Optimization Resume
- Understand details and operational realties
- Positive attitude, flexibility and ability to work within tight time constraints or various schedules as needed
- Differentiate between important and urgent deliverables, requests and issues
- Collate and analyze work unit and/or financial data within one or multiple areas using pre-determined tools, methods and formats in order to support the department’s decision making process
- Manages intraday call volume trends to ensure a more effective and efficient workload
5
Experience For Senior Analyst Workforce Management Resume
- Experience with workforce analysis/management required
- Re-forecasts current day FTE requirements based on handle time, call volumes and agent availability across all three channels
- Updates WFM with approved exceptions, vacations and overtime
- Ensures all required data is tracked and trended on a continuous basis
- Manages special conditions within the framework of an Emergency Action Plan
- Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
- Creates and maintains intraday, intraweek and other related ad-hoc reports
- Creates and publishes schedules that are aligned to the forecasted short and long term call/workload demand in supports of operational objectives
6
Experience For Analyst, Workforce Analytics Resume
- Monitors agent activities on an interval basis and communicates with operations
- Monitors schedule adherence for agents proactively
- Ensures real-time performance is analyzed on an interval basis throughout the day and recommendations to achieve departmental goals
- The ability to run routine reports and write professional correspondences
- Conducting and overseeing requirements gathering, functional analysis, design activities related to Workforce Analytics projects, Workday Reports and Dashboards development/implementation, and other ad hoc analysis
- Partnering with internal team to automate or streamline data entry/collection processes to ensure the highest data integrity and to identify/document areas for improvement
7
Experience For Senior Analyst Workforce Analytics Resume
- Partnering with both internal and external clients to deliver analysis and reports, ensuring the business requirements are fulfilled, and serve as a backup Workday reporting and analytics resource to ensure optimization of all current and new operational reports
- Experience with SQL, relational database, database management
- Assisting in building dashboards and reports, presentations, and visual aids used to facilitate the decisions of HR, Finance clients and business leaders
- Assisting in developing reports in Workday and other business intelligence tools to analyze data, perform trend analysis and identify data discrepancies
- Understands the functional and technical details, but can think strategically
8
Experience For Senior Systems Analyst Workforce Management Resume
- Determine conditions and targets of WFM
- Quality control of delivered WFM products and processes
- Implementation (new) projects, and teams
- Keep process, procedure, formats and policy documentation up to date and man-age the related content (platform)
- Initiate, support, coordinate and execute WFM improvement projects and WFM team development
9
Experience For Queue Analyst, Workforce Management Resume
- Development of Reports and Analysis of data (from different sources and reports) which result in advice to come up with improvement plans
- Takes responsibility for investigative work to determine WFM systems requirements and specify effective business processes, through improvements in WFM systems, data management, practices, procedures, organization and equipment. Applies and monitors the use of required modeling and analysis tools, methods and standards
- Conducts investigations at a high level for strategy studies, requirements specifications and feasibility studies. Defines, plans and justifies (in business terms) projects to develop/implement automated and non-automated components of new or changed processes
- Co-operates with senior client and WFM staff as required, conducting investigations at a high level for strategy studies, requirements specifications and feasibility studies; Maintains technical awareness at a level where alternatives can be analyzed, modeled and classified according to technical feasibility and performance
- Maintains links with appropriate counterparts within both software engineering and service delivery functions and plays a full part in bringing WFM systems to implementation as detailed by organization policies and methods
- Maintain and validate time and action standards for all store processes to support the allocation of payroll through the automated labor scheduling system
10
Experience For Analyst Workforce Management Resume
- Develops education training tools and reporting for SOPs that all tie back to labor budgets and hour allocation
- Influences senior leadership to optimize field payroll usage when executing workflow tasks
- Create mechanisms and reporting that measure KPIs related to in store execution to maximize use of labor
- Assist in yearly, seasonal, monthly and weekly payroll budgeting process
- Develops, creates, and maintains WFM tools that are not delivered by IT
- Applies available WFM COE standards, methods and tools in an intelligent and effective way, and produces a consistently high standard of documentation of both a technical and a descriptive nature
- Plans, arranges and controls meetings, workshops and relations with client/user staff during WFM system investigations and throughout subsequent development work. Takes responsibility at a high level for the proper conduct of such relations
List of Typical Skills For an Analyst Workforce Resume
1
Skills For Analyst, Workforce Management Resume
- Recording availability and level of experience of CSR staff
- Making available in good time the weekly schedule for all Client Teams
- Experience in executing Segmentation, Regression, Multivariate Analysis, Forecasting, etc
- Continuous planning improvement aiming for a more efficient and effective schedule
- Experience working in Call Center environment helpful
- · Experience supporting a Shared Services environment and service center technologies
2
Skills For Senior Analyst, Workforce Management Resume
- Advanced Microsoft Office experience including MS-Excel, MS-Access, MS-Word, MS-Outlook
- Experience in documenting data analytics and technical requirements
- Call center experience
- Experience: 1-2 Years or more
- · 3+ years business experience in technology, systems, data management, call center or telephony
- · Very organized with strong attention to detail
- · Ability to build strong teamwork relationships
- Experience with SAP HR, Workday, or equivalent HR enterprise system
3
Skills For Analyst, Workforce Resume
- Experience with advanced analytical tools and programs
- Attending and participating in planning consultation between WFM and Client Team regarding planning
- Highlighting alterations in company regulations regarding planning and schedules whilst consulting HRM department
- Consulting with Client Team manager and Delivery manager about assigning projects in existing teams, setting up new CSR teams etc.
- Performing and/or supporting during (internal) COPC audits regarding the WFM Processes (COPC Standard chapter 2.5)
- Having regular team meetings and organising team building activities
4
Skills For Senior Analyst, Workforce Optimization Resume
- Attending and carrying out screening tests
- Developing, optimising and safeguarding the structure, systems, instruments and procedures in relation to WFM at Client Team level
- Evaluating required and available capacity (people and work space), pointing out discrepancies and working out consequences at Client Team level
- Evaluating and implementing restoring measures
- Processing service tickets in Service Now related to employee access, provisioning and separations
- Developing and safeguarding implementation WFM in accordance with COPC standard
- Safeguarding and encouraging communication amongst staff
- Organising and allocating of work for Planners, Schedulers and Traffic staff
- Dealing with complaints and dissatisfaction regarding WFM
5
Skills For Senior Analyst Workforce Management Resume
- Safeguarding a working method in accordance with COPC standard
- Analysing and advising of possible production and team optimization
- Detecting and reporting of possible bottle-necks
- Handling scheduling for University of Louisville Launch team (post shifts that match work that is in queue)
- Creating a pipeline of visibility to Supervisor when schedule isn’t met (accountability – to be utilized in coaching conversations)
- Understanding of workforce management programs
- Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively
- Managing expectations of internal customer (Client Team)
- Increasing satisfaction level of internal customer (Client Team)
6
Skills For Analyst, Workforce Analytics Resume
- Increasing satisfaction level of stakeholders (CTM, DM, TL, CSR, Planners, Traffic staff)
- Achieving set targets/WFM targets
- Work within an existing high performing team to deliver high-quality standard reporting with recommendations
- Deployment and customizing of solutions and formats supportive for Forecasting, Capacity Management, Scheduling, Traffic and COPC compliancy
- Assist with scheduling generation for all client facing and non-client facing hours for maximum productivity
- · Detailed understanding of key systems impacting contact center operations
7
Skills For Senior Analyst Workforce Analytics Resume
- Provide Real Time (RTA) support which includes taking calls from Workforce Planning Helpdesk, WFP emails and other ad hoc tasks
- Periodically reviewing personal development by means of mutual discussion and recording of personal development
- Development of solutions and formats supportive for Forecasting, Capacity Man-agement, Scheduling, Traffic and COPC compliancy
- Partner on all store initiatives to create and adjust SOPs, training tools for operational tasks and labor studies/testing
- Keep projects on track towards meeting milestones and achieving pre-defined goals
- Maintain and adjust labor model while also assisting with store level forecasting metrics for proper labor allocation
- Publish productivity KPIs, such as selling cost % and SPH, and ensure appropriate reporting is available to track and measure progress in field
- Generate reports for the senior leadership (daily, weekly and monthly) and help identify trends to promote decision making
- Develop templates, format and proofread all reporting presentations for Operations to create consistency
8
Skills For Senior Systems Analyst Workforce Management Resume
- Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction
- An exceptional learning agility and possess a highly-developed curiosity
- Manage reporting request process, both scheduled and ad-hoc, and enhance where needed
- Assist the department lead in the creation, maintenance and publishing of employee schedules
- Provide analytical insights and support to WFM and the NA Store Operations team with ad hoc analysis and reporting
9
Skills For Queue Analyst, Workforce Management Resume
- In charge of troubleshooting and problem solution
- Development, improvement and implementation of (new) processes, procedures, policies, standards and ways of working within the WFM department
- Actively participate in and enable or organize Best Practice Sharing
- Assists clients/users in defining acceptance tests for WFM systems, and takes responsibility for their proper execution
- Work closely with all Operations and cross-functional teams to create, implement and maintain department procedures
- Analyze call volume and trends to implement appropriate call strategy adjustments throughout the day
- Conduct trend analysis to anticipate and recommend changes in daily and long-term strategy
10
Skills For Analyst Workforce Management Resume
- Real-Time scheduling: match staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on/off Phone decisions/reporting, and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives
- Assist in covering managerial tasks throughout Operations
- Analyze a problem and recommend a solution in line with the business requirements
- Develop and maintain SOP’s
- Provisioning Customer Support Service new hires and agent provisioning to ensure timely access to applications and tools required to serve Cardinal Health customers
- Customer Service Delivery Pharma and Medical new hires
List of Typical Responsibilities For an Analyst Workforce Resume
1
Responsibilities For Analyst, Workforce Management Resume
- Responsible for managing Standard Operating Procedures (SOPs) in stores to facilitate efficient execution of non-selling tasks with KPIs for labor allocation and scheduling to achieve excellence through the most productive use of labor
- Partners with the field and home office functional partners to develop efficient SOPs and productivity standards for merchandise handling, backroom optimization, operational task and client facing zones
- Make recommendations to the WFM segment/brand lead for adjustments to workflow to best protect the client experience and protect sales generation
- Savvy and resourceful and able to build effective relationships across an organization at all levels
- Experience with Monet
2
Responsibilities For Senior Analyst, Workforce Management Resume
- Understanding the impact of staffing shortages/shrinkage to a center's ability to provide service to customers
- Checking guests in
- Critical thinking with the ability to contribute to challenging assignments in a business environment
- Own the process of overseeing work intake (ServiceNow)
- Advocate for course correction on behalf of the stores on any organizational changes that have an adverse impact on in-store execution of task and labor cost
- Able to lead, leverage resources/tools, establish realistic plans, deliver on time within budget, and identify and measure ROI on defined objectives and priorities
- Identify and leverage internal/external trends, resources and best practices
3
Responsibilities For Analyst, Workforce Resume
- Assist and/or directly determine the correct configuration and maintenance related to the WFM tools/systems
- Monitor mid-week progress and determine changes to projections and labor model as needed to protect the business requirements and budgets
- Leverage WFM system and reporting tools to model and forecast store level traffic and transactions that align with divisional business projections and workflow forecasts
- Assist in the management of the Workflow Council to make sure all appropriate activities are captured and updated as necessary for any labor allocation needs
- Manage the Workflow Council database which captures all non-selling activities in stores and train functional partners on the correct methodology and use of the Workflow model and tools as needed
- Gather, track, verify and enter date as needed ensuring integrity of downstream systems as related to new stores and regional store mapping in WFM tools/reporting
- Lead functional testing efforts for system enhancements, make appropriate decisions and corrections based on test outcome, and provide necessary guidance directly to software provider
4
Responsibilities For Senior Analyst, Workforce Optimization Resume
- Lead and/or assist in research and resolution of production support issues
- Trouble shoot and assist various functional partners as necessary to ensure time & attendance and payroll is always processed as required with no business interruption and full BCP support
- Effectively communicate and escalate potential issues appropriately
- Provide the weekly payroll actual and budget projection tools/resources to various business partners
- Manage all maintenance, configurations and ID creation in any WFM automated tools
5
Responsibilities For Senior Analyst Workforce Management Resume
- Highlight risk and opportunity to field leadership and make recommendation to correct action
- Serve as a resource to assist in all project work and priorities while maintaining knowledge of all systems, tools and resources and communicating and escalating potential issues appropriately
- Apply learnings to futures projects
- Make decision on own and be an independent thinker
- Navigate the grey and have confidence to seek and provide clarity
6
Responsibilities For Analyst, Workforce Analytics Resume
- Work with students to ensure current availability
- Able to build rapport collaborate with cross functional teams
- Expertise in Microsoft Excel (Formulae, Pivot Tables, Macros, etc.)
- High attention to detail and ability to deep dive Identify root causes of variance and to execute solutions
- A graduate from reputed university
7
Responsibilities For Senior Analyst Workforce Analytics Resume
- · Previous exposure to Workforce Management
- · Ability and willingness to learn new software applications
- Experience in Workforce Management, report analysis, strategic planning and customer service, preferably in a call/contact customer service center setting
- A high sense of urgency, and the ability to multi-task and meet deadlines
- Ability and willingness to work flexible hours to support the enterprise, if needed
8
Responsibilities For Senior Systems Analyst Workforce Management Resume
- Respond timely to email inquiries related to employee access problems or requests
- Create international contractor profiles in Identity Management
- AdHoc project management work as needed
- Security coordinator backup
- WFM Application Support
9
Responsibilities For Queue Analyst, Workforce Management Resume
- · Highly self-motivated
- WFM Business Partner
- Productivity Reporting and analysis- Responsible for reviewing, analyzing and providing management direction regarding the weekly productivity performance against targets. Report on performance and provide conclusions and direction. Communicate weekly performance to Marketplace and RHQ management, provide analysis and direction to Marketplace managers to improve performance
- Takes responsibility for investigative work to determine WFM system requirements, and specify effective business processes. Organizes their implementation through improvements in WFM systems, data management, practices, organization and equipment. Applies and monitors the use of required modeling and analysis tools, methods and standards in an intelligent and effective wa
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