Manager, Workforce Management Resume Sample
Stevie Schiller
577 Burnice Garden,
Detroit,
MI
+1 (555) 860 2881
Work Experience
Manager, Workforce Management
01/2016
-
PRESENT
Dallas, TX
- Manages and is responsible for the successful achievement of service levels for assigned programs while minimizing costs
- Manages and develops assigned technical and administrative staff, including subordinate supervisors, and performs personnel actions including hiring and performance evaluation
- Directs WFM activities to meet client and organization work objectives and serves as a liaison with clients, program management, and functional areas to coordinate activities, negotiate schedules, and resolve priority conflicts
- Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed
- Leadership role includes coaching team to optimal performance, providing meaningful information to internal customers/management to meet business goals and contributes to strategic initiative execution and helps manage change related to customer service
- Helps oversee effective and efficient resource utilization particularly around the call center ensuring right balance of resource to work at hand. Ability to trend actual performance to plan and helps flag opportunities to improve service when needed
- Serves as a subject matter expert on all aspects of the function providing consult to leadership and suggesting solutions to optimize service
- Interacts with workforce management staff for call vendors supporting service areas ensuring application of best practices and providing vendor performance oversight
Senior Manager, Workforce Management
08/2010
-
12/2015
Philadelphia, PA
- Ensures LOB scheduling and forecasting functions are delivered and optimized to ensure the FTE plan is achieved and proactively makes recommendations to senior leadership for improvement in scheduling operations, hiring practices and employee experience
- Routinely gauges the current productivity, capacity and staffing resources across our Stores, using economics and analysis to drive recommendations
- Reviews and validates analysis and reporting produced by team for established standards
- Leads the delivery of WFM process optimization, implementation of WFM best practices and reporting, analysis and database management
- Prioritizes WFM projects and resource allocation (within WFM and enterprise‐wide, among business owners)
- Maintains a culture of risk management and control, to achieve a strategic balance of risk and return
- Identifies, mitigates and reports on risk issues per enterprise policy / guidelines and ensure appropriate escalation processes are followed
- Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts to the Bank
- Assesses / identifies key issues and escalates to appropriate levels and relevant stakeholders where required
Senior Manager Workforce Management
10/2007
-
06/2010
Philadelphia, PA
- Works closely with key business leaders and reports to optimize TDBG’s resources and leverage TD’s operating model to maximize efficiency, effectiveness and scale
- Leverages deep subject matter expertise to develop and deploy a vision and align others to that vision. Be known for providing creative thought leadership while also listening and engaging others to provide input in the shaping of that vision
- Builds for the future and provides people leadership; oversees people plans and strategies to attract, motivate and retain a highly diverse, qualified and engaged human resource base to fulfill current and future business needs
- Solid understanding of OP and business units; keep current on industry standards
- Collaborates with Regional Management, Finance and H.R. leads to ensure optimal employee and customer experience
- Maintains strong knowledge of WFM and Analytical Tools (Access, Excel) ‐Ensures reporting team training on the same
- Administers WFM reporting & user access to reports. 2ndLine support for Field/Store users & Corporate power users with questions & use of RTS, RTM, RTA applications
- Remains familiar with back up procedures when problems arise with the Reflexis applications
- Documents process workflows and support methods for the various WFM Retail facing applications and assists with new initiative roll-out
Education
Huntington University
2001 - 2006
Bachelor's Degree in Business
Professional Skills
- Brings strong problem solving skills, analytical skills and financial acumen
- Strong business acumen & analytical skills and with good track record of transferring skills and people development
- Demonstrated team building and leadership skills, including facilitation, conflict resolution and consensus building abilities
- Excellent PC skills, including a thorough working knowledge of spreadsheet and database systems
- Excellent communication, presentation, consulting, and project management skills
- Strong organizational, problem-solving and communication skills to enable accurate completion of assignments and effective interaction with others
- Excellent written communication skills with the ability to manage complex documents and summarize raw data
How to write Manager, Workforce Management Resume
Manager, Workforce Management role is responsible for software, routing, organizational, design, telephony, microsoft, ivr, development, analytical, leadership.
To write great resume for manager, workforce management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Workforce Management Resume
The section contact information is important in your manager, workforce management 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 Manager, Workforce Management Resume
The section work experience is an essential part of your manager, workforce management 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 manager, workforce management responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, workforce management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Workforce Management resume experience can include:
- Self-motivated with excellent organizational skills and strong attention to detail
- Strong and effective oral,written communication skills
- Management/planning skills to matrix manage staff and complete projects within established time frames
- Evaluate, develop and coach staff effectively to improve performance to support business service objectives
- 20%-Coaching and Development: Communicates effectively as a leader to develop high quality team talent and capabilities
- Prior experience in customer support call center workforce management
Education on a Manager, Workforce Management Resume
Make sure to make education a priority on your manager, workforce management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, workforce management 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 Manager, Workforce Management Resume
When listing skills on your manager, workforce management 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 manager, workforce management skills:
- Strong written and verbal communication skills with the ability to drive and effectively communicate change
- Strong relationship management skills are required
- Strong presentation and facilitation skills in live and remote environments
- Outstanding strategic thinking, problems solving and decision making skills
- Overseeing the day to day WFM operation for the CARE Berlin and Venlo Centers and ensure these centers are utilizing resources effectively to meet their goals
- Prior work force management experience including forecasting, staffing, and scheduling,
List of Typical Experience For a Manager, Workforce Management Resume
1
Experience For Senior Manager, Workforce Management Resume
- Support the deployment of the Workforce Management tool by conducting application and data feed validation testing
- Operate in a rapidly changing environment with a sense of urgency, and to develop and deploy changes to positively impact service delivery
- Experience with a call center operation using outsourced vendors
- Build support center staffing strategies for a global team in a multichannel, multiskilled, 24x7 environment
- Formulate concepts and provide details to leadership recommending changes in business process to improve performance and the customer experience
- Workforce Management experience
- Experience with workforce management tools (i.e., Verint)
- Experience in a multi-site call center operation
- Develop strong relationships and influence communicated data driven ideas
2
Experience For Manager Workforce Management Resume
- Obtain results and performance data validation to ensure the integrity of the results
- Drive real time strategies including IVR call routing, agent skilling, vendor utilization, cross training, shrinkage management and capacity utilization
- Establish excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided
- Sustain an already strong culture and champion cultural enhancements that align with the high standards HomeServe has come to expect
- Strong ability to analyze call trends and take appropriate actions
- Develop and maintain strong partnerships with other Work Force Management, Operations, BI and IT primes
- Experience in call centres, back-office or workforce management
3
Experience For Senior Manager Workforce Management Resume
- Establish and maintain short term and long term forecasting models in partnership with Finance, Training and Advocacy leadership on staffing needs
- Administers WFM Analytics and reporting. Ensuring user access to reports
- Oversees workforce staffing strategies and trending reports to achieve service level objectives
- Provide direction to staffing Planners to support optimal staffing needs
- Develop models to support complex multiple forecast scenarios using staffing optimization techniques
- Support processing of all vendor invoices to ensure accuracy and billing in accordance with various contracts
4
Experience For Assistant Manager Workforce Management Resume
- Oversees all business related WFM support and acts as 2nd line support pertaining to the WFM Application Suite
- Proficiency in the development of statistical models, statistics and queuing theory
- Transfer knowledge and learning related to job functions; ability to develop and present recommendations to senior management
- Accountable for achieving designated SL, Abandon Rate goals at a weekly, daily and intraday level for all LOBs within Care - VBC, Enterprise and Residential
- Responsible for tracking intraday performance at a site, and enterprise level for each LOB
5
Experience For IT Manager, Workforce Management Systems Resume
- Identify training needs of the leadership and advocates as it relates to the deployment of the Workforce Managment tool
- Perform use case testing for the set up and configuration of the Workforce Management tool
- Develop and support real-time, historical and customer reports and analyze trending in a timely manner to improve the efficiency of the WFM team
- Manages Workforce Management costs, budget allocation, and contribution to chargeback models and plans capacity planning and forecast demand models
- Responsible for working with integration services to support any modifications to intraday management
- Support team of Business Analysts working this initiative
- Provide analytic support to assess current environment and make recommendations to improve routing / ticket management
- Develop and enhance order routing analytics to reduce agent-to-agent transfers, reduce cycle times, and increase customer satisfaction
6
Experience For Global Manager, Workforce Management Resume
- Work closely with IT in order to ensure deliverable are being met on time and within budget
- Develop and implement the required change management, communications and training plans
- Works cross functionally with the Brands, Legal, and HR Teams to develop requirements for Corporate and Field Reports
- Manages user access & security levels within the Reflexis Suite
- Implement and oversee day-to-day operations to utilize staff members efficiently
- Partner and coordinate with Scheduling and Forecasting team to provide targets for off-phone activities at an intraday level, including coaching, meetings, training, etc
- Partner and coordinate with Scheduling team to provide targets for OT and VTO as needed
- Support the entire Customer Care call center group, and specifically the Operations team, in making Vonage an “employer of choice”
- Foster and maintain a culture and work environment that makes the Vonage WFM group a highly desirable team for employees to work
7
Experience For Eni Manager, Workforce Management Resume
- Produce ad-hoc and standard reports as needed and maintain ongoing efforts around the capacity plan for Vonage Business Cloud, Enterprise and Residential support
- Manage a team of captive analysts and remote workforce team and develop operating standards and targets to evaluate respective functions inclusive of real-time/intra-day monitoring, multi-site scheduling, and global forecasting
- Work closely with Genesys team within WFM and the Telecom team within IT to ensure that all routing, and specifically Genesys logic, is working as designed to provide optimal performance
- Level 2 business support for Field/Store users & Corporate users
- Remains familiar with back up procedures when problems arise with the WFM applications
- Works cross functionally with the Brands, Legal, IS and HR Teams to develop requirements for Corporate and Field Reports
8
Experience For Remote Senior Manager, Workforce Management Resume
- Lead the implementation and maintenance of a Workforce Management Tool
- Participate and lead workforce optimization projects/initiatives and analysis as need
- Communicate and influence at all leadership levels
- Define and implement Workforce Management policies and procedures
- Participate in and support performance improvement initiatives related to workforce optimization
- Plan, organize, manage and evaluate daily operations for Workforce Management support functions, providing leadership with timely, accurate and relevant reporting and analysis on a daily, weekly, monthly and quarterly basis
- Provide trend analysis of long-range capacity planning/staffing models, projections and forecast for critical work channels with summary reporting to align with optimization suggestions
- Responsible for utilizing a variety of analytical techniques to solve problems and address business objective by using a variety of Workforce and analytical tools
9
Experience For Senior Manager Workforce Management Systems Resume
- Develop and implement department goals for the entire property in regards to FTE’s, vacation quotas and scheduling
- Represents workforce management and reporting functions at Monthly and Quarterly Client Review Committee meetings
- Lead and develop a growing WFM team
- Works with the team supervisors and leads to identify areas of improvement and collaborate on ideas and methods for improving service level performance
- Drive strategy driven conversations and design baseline metrics to support performance improvement initiatives
- Develop and support real-time, historical and customer reports and analyze trending in a timely manner to improve the efficiency of the Workforce Management team
- Manage the month-end closing, forecasting and management reporting on frontline labor LOB’s financial performance for Finance monthly actual and forecast work
- Provide insight and analyses on all labor assumptions and change in workforce strategies per FM, HR and operations’ direction and maintain regular dialogue with WFM SC to review the analyses
- Hands-on experience and knowledge of workforce management systems (Genesys Dialer and other WFM Optimization tools) and processes required
10
Experience For Manager, Workforce Management Resume
- University or College course completion or equivalent experience
- Lead an end to end team of 4 individuals responsible for forecasting, scheduling, Intra-day activities for RBC’s contact centre employees
- Advanced knowledge of contact centre channels including Inbound, Outbound and digital
- Knowledge of risk analysis and use of analytical techniques
- In-depth knowledge of all phases of workforce management
- Senior leader with organizational awareness, impact and influence
- Oversees the Workforce Management (WFM) Platform utilized for
- Learn & manage multiple technical systems
List of Typical Skills For a Manager, Workforce Management Resume
1
Skills For Senior Manager, Workforce Management Resume
- Proven experience presenting & consulting with operational leadership required
- Strategic thinking /planning skills
- Proven experience in creative thinking and approaches to workforce management methodology
- Prior extensive experience collaborating with leadership to identify future workforce needs
- Advanced skills in the use of Microsoft Office Suite products including Word, Excel, PowerPoint
- Demonstrated ability to build effective business relationships and positively influencing others
- Proven track record of implementing “Best in Class” initiatives that have driven strong business results and significant culture change
2
Skills For Manager Workforce Management Resume
- Highly developed analytical, problem recognition and decision making skills
- Exceptional problem-solving capabilities and superior analytical skills
- Professional experience with a strong background in mathematics and data analysis
- Experience in selecting, implementing and utilizing industry-accepted workforce planning software/applications
- Experience leading a team focused on workforce planning and development activities
- Experience with and knowledge of quantitative workforce analysis, reporting, and interpreting internal and external data sources
- Experience required in workforce management discipline (forecasting, scheduling or intraday management)
- Experience in consulting and collaborating with business partners to identify and understand areas of improvements & gaps
3
Skills For Senior Manager Workforce Management Resume
- Experience managing a complex scheduling structure
- Evaluates call center scheduling and staffing trends to optimize cost effectiveness,
- Experience and understanding of staffing, queues, and performance measures
- Experience leading the delivery of IT solutions supporting back-office operations teams
- Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases
- Experience dealing with 3rd party management, especially call center related
4
Skills For Assistant Manager Workforce Management Resume
- Three to five years of experience in managing a workforce management team
- Experience distributing tailored communication to diverse audiences
- Demonstrated ability to work independently, taking initiative to address challenges and act on opportunities
- Experience working with Work Force Management solutions like NICE, Aspect, Variant, etc
- Experience leading a work-force management department
- Experience in administrating Verint Impact 360, CALABRIO or another WFM/QM tool
- Experience presenting reports, forecasts, trends and recommendations to senior leaders
- Excellent knowledge of contact centre principles and contact centre performance metrics/reporting
- Solid knowledge of Excel. Willing to learn SQL basics
5
Skills For IT Manager, Workforce Management Systems Resume
- Validate forecast and staff planning against actual and budget
- Good reasoning abilities and sound judgment. Tactful, flexible and people oriented
- Advanced statistical analysis experience in a Workforce Management role
- Excellent knowledge of multi-channel service center processes and procedures
- Highly advanced skill level in MS Excel
- In a multi-skilled, multi-channel call center environment
- Managing capital budgeting and spending
- Managing the development of a team of WFM Analysts. This includes conducting team meetings and one to one sessions with direct reports
- Being responsible for ensuring that site specific WFM processes and procedures are current, improved and updated
6
Skills For Global Manager, Workforce Management Resume
- Managing implementation projects with Bell’s strategic 3rd party client service providers
- Administering the change request process for Bell and the 3rd party service providers
- Working knowledge of call center dynamics, verbiage and methodologies
- Acting as a first point of contact for the Berlin and the Venlo Operations and Support teams on WFM related matters
- Providing timely updates to Operations on areas of potential risks and provide recommendations for appropriate corrective and mitigation measures
- Managing communication plans to Operations and mitigation plans if required
7
Skills For Eni Manager, Workforce Management Resume
- 25%-Staff Planning and Scheduling: Creates and maintains a hiring and scheduling methodology to meet service level and financial goals
- Flexibility in examining new approaches in problem solving in response to changing organizational objectives
- Assists in maintaining high level of employee morale by exhibiting a positive disposition and interacting in an ethical manner
- Interact with Bell Canada Network Planning and Provisioning team to analyze joint metrics and proposed solution to improve metrics
- Influence or provide input to forecasting and planning resources; requires the management of budgets in excess of $22,000,000
8
Skills For Remote Senior Manager, Workforce Management Resume
- Forecasts and accounts for growth due to seasonal variations, special events, and other cyclical patterns affecting client's (such as marketing blitzes.)
- Coordinate, drive and measure results in long and short-term forecasting, resource scheduling, intraday adjustment and real-time management
- Coordinate with Customer Service Management to develop and maintain call flows, toll free number routing and call prompts, hold messaging and greetings
- Leads work force planning strategic planning efforts and make recommendations of work
- Responsible for directing configurations changes within the Reflexis WFM Suite, including
9
Skills For Senior Manager Workforce Management Systems Resume
- Aptitude for learning new software and adoption of new technology
- Forecast capital spending requirements required to support the WFM Portfolio
- Meet with various stakeholders to gather and assess spending requirements
- Create supporting documentation as required to comply with Bell’s formal capital management process
- Ensure spending requirements are tracked regularly and variances anticipated and reported
- Manage a team of Project Managers, primarily responsible for implementing projects with Bell’s 3rd party client service providers
10
Skills For Manager, Workforce Management Resume
- Co-ordinate the team’s day-to-day activities by ensuring that all materials are delivered with high quality and on time
- Manage recurring and ad hoc requests
- 4 weeks annual leave Salary packaging options ( Superannuation/car lease options)
- Proficiency with IEX scheduling software
- Detailed planning, organization & implementation of Retail related educational and/or technology initiatives
- An all-inclusive benefits package consisting of medical, dental, and vision insurance; short-term and long-term disability, as well as life insurance
- A 401K plan where we match up to 7%, with a 2 year vesting schedule
- Responsible for driving a cohesive and collaborative relationship with stakeholders
List of Typical Responsibilities For a Manager, Workforce Management Resume
1
Responsibilities For Senior Manager, Workforce Management Resume
- Effectively coach and mentor assigned direct reports on job-related and interpersonal skills and behaviors
- Strong and effective oral / written communication skills
- Prior supervisory experience including a team of 5or more direct reports
- Solid experience in workforce management or labor-related planning management
- Communicate issues and trends regarding service and recommend and/or facilitate programs to effectively resolve these issues
- Prior experience creating comprehensive dashboards/reports for the Operations Team
2
Responsibilities For Manager Workforce Management Resume
- Prior supervisory experience including a team of 5 or more direct reports
- Prior experience with Calabrio, IEX, Genesys, Verint, or other Enterprise WFM tools
- Prior experience with Cisco UCCE/X telephone system
- Manages telephony IVR software platform and contact/agent skill-based routing
- Extensive experience dealing with ambiguity and increases or decreases in contact center volume
- Solid working and technical knowledge contact center products and services
- Experience
3
Responsibilities For Senior Manager Workforce Management Resume
- Prioritize and delegate deliverables
- Strong sense of ownership and pride in professional deliverables
- Experience in workforce management for at least a 200-seat, multi-site operation
- Prioritize, multitask and delegate deliverables
- Assists in managing and maintaining training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume
- Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume
- Responsible for leading configurations changes within the WFM Suite, including
- Analyze contact center performance history to determine optimum off line activities as well as identifying shrinkage and occupancy issues
4
Responsibilities For Assistant Manager Workforce Management Resume
- Review contact volume forecasts and staffing gaps with customer service management team on a daily, weekly, monthly, quarterly and yearly basis
- Sets clear expectations of staff to meet strategic goals and be able to measure the success and guides staff positioning
- Oversees the addition of new brands into the WFM Applications by gathering the requirements for branded configurations
- Proficient in PowerPoint, Excel, statistical analytical tools, and workforce planning systems
- Clearly define team and individual goals and objectives; communicates frequently, providing timely and constructive feedback
- Plan for long-term resource requirements and address projected staffing shortages to prevent drops in service levels
5
Responsibilities For IT Manager, Workforce Management Systems Resume
- Evaluate and implement on-going shift changes on a weekly basis
- Maintain confidential information Working knowledge of IEX, Aspect or any other Workforce Management Software
- Managing Workforce Analysts, a team of 5 or more direct reports
- Directs team members to ensure transparency of events including escalation engagement, conference bridge management, documentation and root cause analysis
- Leadership liaison between national, division, engineering and business partner stakeholders
- Creative approach to problem solving and team collaboration
6
Responsibilities For Global Manager, Workforce Management Resume
- In-depth understanding of workforce management tools and methods
- Work weekends and holidays as business needs require
- Provide key insights by store to develop and define the optimal efficiency of matching traffic patterns to staffing levels and scheduling KPI's to guide success in the stores
- Act as an internal business partner and offer recommendations to problems or plans to sustain progress
- Recognize and interpret trends and changes in the business and communicate them to management
- Development of StubHub’s workforce strategy
7
Responsibilities For Eni Manager, Workforce Management Resume
- Coordination and collaboration with other StubHub Customer Service business units
- Utilize WFM software tools and planning processes to generate and create optimized agent schedules and plan offline activities to ensure all SLAs and cost per call metrics are consistently met
- Maintain relationships with external vendors who supply the software for WFM and phones systems
- Establish and maintain communication channels with Business Development, Customer Service Mgmt, Ops Mgmt, Training and Marketing, regarding events that impact call and email volumes
- Provide executive level reports on workload trends & staffing requirements
- Manages work force management operations
- Understands and aligns team objectives with the strategic direction of the department and business
- Maintains high visibility to key stakeholders (internal/external business partners)
8
Responsibilities For Remote Senior Manager, Workforce Management Resume
- Implementation of contact center-centric technologies
- Works directly with quality assurance to identify gaps and needs to improve workforce management processes
- Maintains and increase professional and technical knowledge and currency by attending workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
- Direct supervisory responsibility over workforce management staff
- Manage all Workforce functions and teams ensuring that operational metrics are achieved to deliver world class service for HomeServe customers. Metrics include but are not limited to Service Levels, Occupancy/Shrinkage, and Calls to Forecast
- Assist in providing the broader organization with reporting specific to call volume and service level attainment. Develop strategies to implement automated reporting functionality where relevant
9
Responsibilities For Senior Manager Workforce Management Systems Resume
- Establish proactive seasonal staffing strategies and partner with all sites and vendors to validate implementation readiness
- Manage and analyze financial metrics relating to operational areas, ensuring they remain aligned with budgeted objectives
- Oversee the resolution of performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence
- Own, develop and document operational processes that deliver enhanced performance across all channels, while ensuring adherence to established compliance standards
- Coach and develop team members toward attainment of career goals
- Drive high performance work teams
10
Responsibilities For Manager, Workforce Management Resume
- Drive a sense of urgency to ensure both internal and external customers are served in a timely manner
- Motivate and lead through tactical leadership built from strategic vision
- Understands and consistently observes all Company policies and procedures
- Provide program management leadership to define requirements for, and implement a new IT workforce management solution
- Pay Categories & Codes
- Statutory rules as required
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