Workforce Analyst Resume Sample
Nathan Baumbach
42395 Cassandre Hollow,
Houston,
TX
+1 (555) 741 0250
Work Experience
Senior Workforce Analyst
05/2016
-
PRESENT
Philadelphia, PA
- Creates and maintains business critical reporting for L&D that informs HR and Operational leaders in an efficient and effective way to drive decisions
- Provides hand-on support for 'ad-hoc' and scheduled requests for all L&D related data
- Follows Kirkpatrick’s evaluation model and supports measuring the impact of learning and development programs on business results
- Ensures that L&D reports are relevant for business decision making based on global templates and standard analytics guidelines for global consistency
- Proactively provides a consolidated view of global L&D statistics through easy to understand and action oriented reports and visualization of key outcomes
- Supports the implementation of an L&D scorecard that links learning and development metrics to other key business drivers
- Drives internal collaboration, knowledge sharing and project coordination across all other HR functions for the purpose of improving organizational effectiveness, and to achieve alignment across Hertz for global HR reporting and KPIs
- Works in cooperation with Operations and Finance to ensure L&D reporting and metrics are aligned and integrated with key Finance indicators to drive financial growth
Workforce Analyst
07/2011
-
12/2015
Detroit, MI
- Creates and maintains business critical reporting for HR BPs that informs HR and Operational leaders in an efficient and effective way to drive decisions (E.g. Disciplinary tracking, OrgCharts, Organizational Hierarchy, Headcount…)
- Provides hand-on support for 'ad-hoc' and scheduled requests for all HR Operations related data
- Follows the HR analytics maturity model and supports measuring the impact of HR Operations programs on business results
- Ensures that HR Operations reports are relevant for business decision making based on global templates and standard analytics guidelines for global consistency
- Proactively provides a consolidated view of global HR Operations statistics through easy to understand and action oriented reports and visualization of key outcomes
- Supports the implementation of an HR BP scorecard that links operational metrics to other key business drivers
- Works in cooperation with Operations and Finance to ensure HR reporting and metrics are aligned and integrated with key Finance indicators to drive financial growth
- Knowledge of call center management and all related calculations
- BS +5 or MS+3 years’ experience as a HR generalist
Contingent Workforce Analyst
07/2005
-
04/2011
Boston, MA
- Manage daily time tracking reports (i.e. employee production time), review necessary changes, and report to leadership on trends or issues
- Reviewing productivity and efficiency data to identify areas of improvement 20%
- Analyzing data specific to areas of concern to identify root cause 20%
- Meeting with appropriate individuals and teams to initiate corrective actions 20%
- Develop additional tools and techniques to track and monitor performance 20%
- Workforce Management Advocate to the Call Centers 20%
- Partnership with the Team Managers and Operations Managers 25%
- Results Tracking, Analysis and Reporting 20%
Education
Lawrence University
2001 - 2005
Bachelor's Degree in Statistics
Professional Skills
- Strong planning and organizational skills, as well as good interpersonal, verbal and written communication skills are required
- Strong organizational skills and the ability to prioritize workload,
- Strong interpersonal skills; able to effectively communicate with all levels of staff and management
- Strong written and oral communication skills that can be demonstrated through the use of email, and all other forms of media channels.
- Excellent time management and organizational skills; ability to prioritize and meet frequent deadlines
- Strong data analysis, benchmarking, monitoring and business/financial analysis skills including knowledge of varied analytical methods
- Strong analytical and complex problem-solving skills, understanding complex reporting and data transformations from multiple sources
How to write Workforce Analyst Resume
Workforce Analyst role is responsible for analytical, advanced, excel, organizational, microsoft, business, interpersonal, planning, access, customer.
To write great resume for workforce analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workforce Analyst Resume
The section contact information is important in your workforce analyst 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 Workforce Analyst Resume
The section work experience is an essential part of your workforce analyst 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 workforce analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular workforce analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workforce Analyst resume experience can include:
- Demonstrated strong analytical skills to include effective forecasting techniques
- Strong written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers
- Good communication skills, professional diplomacy; ability to utilize these skills under pressure
- Proven effective public speaking and presentation skills
- Strong analytical, strategic, decision-making, and problem-solving skills
- Relevant work experience with steady progression of responsibilities including skills in process mapping, data analysis and financial analysis
Education on a Workforce Analyst Resume
Make sure to make education a priority on your workforce analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your workforce analyst 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 Workforce Analyst Resume
When listing skills on your workforce analyst 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 workforce analyst skills:
- A good working knowledge of all Microsoft packages, with excellent MS Excel & good PowerPoint skills
- Demonstrate a good interpersonal and team collaboration skills
- Demonstrates reliability and strong customer service skills
- Demonstrate good organizational skills with great attention to detail
- Experience in similar department, demonstrating excellent performance and customer service skills
- Strong personality; ability to trouble shoot and present workable solutions; strong written, verbal and interpersonal skills
List of Typical Experience For a Workforce Analyst Resume
1
Experience For Senior Workforce Analyst Resume
- Strong written and verbal communication skills. Able to communicate and work effectively with different roles and levels within the organization
- Excellent computer skills, including familiarity with internet browsers, chat tools, and email
- Strong analytical, and data mining skills
- Effective and efficient time management skills; can get more done in less time than others and can attend to a broad range of activities
- Is an informed decision maker and able to operate effectively under pressure
- Strong skills in MS Excel, Access, PowerPoint, and Oracle
- Strong math and PC skills,
- Proven MS Excel and/or MS Access skills
- Strong Microsoft Office skills (i.e., Excel, Word, PowerPoint, Outlook)
2
Experience For CRC Workforce Analyst Resume
- Strong interpersonal skills and ability to work as a team
- Highly developed presentation skills with high proficiency in business writing using MS PowerPoint
- Experience working with one or more workforce management systems such as EWFM, IEX strongly desired
- Leverage data visualization skills and tools such as Tableau to translate multifaceted HR analytics data into dynamic actionable reporting
- Effectively present information (oral and written) to a variety of audiences
- Advanced MS Excel Skills (Formulas, graphs, pivot tables, etc.)
3
Experience For Contingent Workforce Analyst Resume
- Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros,VBA)
- Set skill priorities and adjust as needed
- Effectively forecasting and planning the workforce needs for the Consumer Relations Department
- Prior experience in project management is an advantage
- Has an ability to collaborate effectively
- Advanced database knowledge and skills, particularly Microsoft sql server or mysql platforms
- Prior experience using a Workforce Management tool
- Prior Workforce Management experience
- Proven experience of a Scheduling role of 6 months or more in a Workforce Team
4
Experience For Contact Center Workforce Analyst Resume
- Proven experience of using IEX workforce management tool
- Well-developed leadership skills to coach, counsel, direct, and support staff in a customer service oriented environment
- Experience with workforce planning analytics, operational planning, and metrics associated with the activity of long range financial and business planning
- Ensure the integrity of the data by normalizing the historical data to build a stronger base for forecasting
- Maintains and adjusts agent skilling ensuring they receive the right calls at the right time
- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends
5
Experience For Workforce Analyst, or, DOE Resume
- Call center scheduling, with experience using WFM software (IEX, Interactive Intelligence, Teleopti, etc.)
- Experience with forecasting and trending Required
- Experience analyzing and relaying statistical information to a wide range of audiences in an understandable manner
- Three (3) years experience with workforce forecasting and scheduling in a call center environment
- Experience working in dynamic and fast-paced operating environment
- Expert-level proficiency in Excel with experience analyzing data and translating it into business recommendations
- Experience with Business Intelligence tools for data mining/blending such as Alteryx, Qlik, Business Objects, SAP BI, OLAP, Essbase & Hyperion
- Experience creating and using basic tables, pivots and graphs
- Work collaboratively with other team members to develop comprehensive modeling which supports key priorities through rigorous analysis and scenario planning
6
Experience For Workforce Analyst, Real Time-westerville Resume
- Balance multiple needs, requests and goals. Comfortable working with ambiguity and rapidly changing priorities
- Demonstrated proficiency in creating queue monitoring, reports, spreadsheets, calculations, etc
- Extensive experience in Excel with additional knowledge in writing/maintaining queries in SQL
- Proven ability to motivate, inspire, and educate a growing team in an ever-changing business environment
- Extensive knowledge and experience using databases, call center software, CRM and reporting tools; such as Access, Oracle
- Capacity Planning or Staffing Models experience
- Experience in Capacity Planning or Staffing Models
7
Experience For Real Time / Workforce Analyst Resume
- BS in a field such as Mathematics, Statistics, or Engineering, or equivalent work experience
- Provide support to the leadership and multiple concurrent people initiatives ensuring effective development engagement and execution
- Previous experience with ACD reporting , IEX, Echopass and WFM processes desired
- Exhibits a strong work ethic, actively works to meet/exceed goals, while displaying a high-level of self-accountability Work with limited supervision
- Experience with Excel in a call center reporting environment
- Experience with SQL, preferably in a call center reporting environment
- Experience with workforce scheduling systems, i.e. Aspect, NICE, Calabrio, Verient, etc
- The role requires a strong knowledge in MS Excel with particular exposure to V-look up, Pivot Tables and other metric pulling methodologies
8
Experience For Senior.workforce Analyst Resume
- Experience using MS Excel and/or MS Access
- Experience in a data analysis and reporting role
- Experience with Microsoft Office applications including Word, Excel, and PowerPoint
- Three years of contact centre experience including two years on a Workforce Management or Command Center team in a dedicated Workforce Analyst role
- Excellent relationship building with a focus on high level of professionalism and customer service
- Previous scheduling experience is an asset
- Exhibits a strong work ethic, actively works to meet/exceed goals, while displaying a high-level of self-accountability and integrity
- Three years of experience in a healthcare or operations setting
- Experience in a call center or telehealth setting
9
Experience For Real Time Workforce Analyst Resume
- Banking experience
- Good awareness of workforce planning and resource management
- Good working knowledge of SAP and other WFP tools
- Experience with in depth invoicing processes and financial systems such as SAP, JDE, Great Plains, etc
- Experience with database software (SQL Server, MySQL, Redshift, etc.) and various programming languages (R, Ruby, Python, Java, C#, PHP)
10
Experience For Real Time Workforce Analyst, Warren, Mar Resume
- Experience in workforce management, capacity planning, business analytics, customer support operations, or real-time analytics
- Work in a fast paced dynamic environment with shifting priorities
- Excellent working knowledge of Excel and other Windows based programs
- Experience with Tableau, Power BI, Spotfire or statistical programming languages
- Experience using at least one industry standard WFM tool (IEX, EWFM, Verint)
- Excellent computer literacy – Including Microsoft Office packages and Internet Explorer
List of Typical Skills For a Workforce Analyst Resume
1
Skills For Senior Workforce Analyst Resume
- Demonstrated strong quantitative, analytical and technical aptitude skills
- Strong analytical problem identification and problem solving skills
- Effectively gains buy-in from leaders inside and outside of the department. Solid knowledge of workforce planning concepts, methods, practices and techniques
- Strong time management, organizational, and goal setting skills
- Excellent interpersonal and consulting skills. Ability to assess needs, collaborate and deliver practical solutions that drive results
- Experience in workforce administration, demonstrating superior performance and customer service skills
- Prioritize multiple assignments, multi-task, manage time and complete assignments effectively and in a timely manner
- Strong written and verbal communication skills; able to clearly articulate and present ideas
2
Skills For CRC Workforce Analyst Resume
- Effective internal written and verbal communication skills
- Analytical interpretation of data with excellent written and verbal communication skills
- Strong mathematical, analytical, and organizational skills. Communication of information is key
- Solid and proven experience in data analysis
- Good level of numeracy, literacy, analytical and systematic problem solving skills
- Demonstrate exceptional organisational skills with great attention to detail
- Experience with collaboration, communication, and presentation skills required
- Strong interpersonal skills to develop and nurtures shared ownership in process/project and business goals
3
Skills For Contingent Workforce Analyst Resume
- Strong statistical/analytical skills to interpret data and develop reports/forecasts
- Strong communication skills , both written and verbal
- Solid consulting, presentation, cross-functional collaboration skills
- Excellent organizational, interpersonal, analytical skills
- Strong analytical, mathematical and reasoning skills to collect and interpret data
4
Skills For Contact Center Workforce Analyst Resume
- Strong mathematical and problem-solving skills.
- Strong analytical and problem solving skills, high aptitude for new information and technology
- Outstanding interpersonal and presentation skills, both written and oral
- Proven experience collecting and interpreting data regarding staffing and workforce forecasting
- Demonstrated track record of taking initiative, working in a fast-paced federated environment and handling multiple and changing priorities
5
Skills For Workforce Analyst, or, DOE Resume
- Proven experience leading or supporting project initiatives
- Result oriented and decision making skills. Use of sound judgment and calculated risk-taking
- Advanced computer software skills including Word, PowerPoint and Access
- Strong experience in business analysis, reporting and data review, and root cause analysis and resolution
- Problem solving skills; quick identification and efficient resolution of issues
- Works cohesively with others to accomplish shared goals and objectives. Negotiation and partnering skills are essential for this assignment
- Advanced MS Excel skills (VBA/Visual Basic programming)
6
Skills For Workforce Analyst, Real Time-westerville Resume
- Strong Experience in business analysis, reporting of business data, problem identification, resolution, and root cause analysis
- Very strong working knowledge of MS Excel and MS SharePoint; experience in Clarity PPM tool or similar project, portfolio mgt system is an advantage,
- Experience in contact center including workforce management (WFM) systems experience is required
- Prior experience in reporting/support role
- Proven experience of using IEX or similar workforce management tool
- Three or more year’s administrative support, preferably in a call center environment reporting to management Knowledge, Skills and Abilities
7
Skills For Real Time / Workforce Analyst Resume
- Develop and maintain productive working relationship throughout the organization, and to manage conflict effectively
- Work effectively in a cross-functional team and identify improvements that might be made to the work performed by the team
- Intermediate MS Outlook skills
- Prior workforce experience is helpful
- Exceptional analytical and organizational skills. Ability to work independently to analyze and make recommendations
8
Skills For Senior.workforce Analyst Resume
- Excellent knowledge of Barclays Workforce systems and processes, with excellent understanding of interfaces into HR and Finance
- Strong business and customer orientation. Excellent business and financial acumen
- Knowledge of MS Office suite with extensive skills in MS Access, Excel
- Self-motivated, able to work effectively under minimal supervision
- Prior workforce experience
- Business Experience – 5+ years of experience in a technical role (i.e. People/Business/Financial Analyst, Engineer, etc.)
- Advanced spreadsheet and database management skills
9
Skills For Real Time Workforce Analyst Resume
- Advanced analytical, organizational and interpersonal skills with attention to detail, accuracy and time management
- Proficiency in statistical analysis and data modeling as well as demonstrated experience using Microsoft Word, Excel, Power Point, and Visio
- Monitor incoming call/transaction volume and evaluate interval/daily/monthly coverage to effectively support customers and meet all operational metrics
- Highly developed analytical, decision making and problem solving skills
- Maintain and manage Skills / Staffing levels within the business unit to achieve service level metrics
- Prior experience with human capital initiatives and strategic planning
- Exceptional analytical skills, especially quantitative analysis
- Prior experience working with internal and external customers
10
Skills For Real Time Workforce Analyst, Warren, Mar Resume
- Solid knowledge and experience with MS Office Products. Especially Excel & Word
- Scheduling and/or Forecasting experience
- Experience building and analyzing forecasting models using various statistical tools
- Direct working experience with the following software: Five9 Contact Centre; Verint WFM; Clearview reporting; Calabrio Quality Management
- Experience in multi-site call center planning, forecasting, and scheduling
- Demonstrable experience working in a transaction processing environment and working successfully within an SLA framework,
- Experience utilizing data warehouse infrastructures for analyzing performance and gaining insights into root cause of results
- Experience in Call center operations, Contact Center Workforce Management and planning, reporting and forecasting
- Experience forecasting with workforce management tools and working with call routing strategies
List of Typical Responsibilities For a Workforce Analyst Resume
1
Responsibilities For Senior Workforce Analyst Resume
- Prior experience in data analysis and/or forecasting
- Experience with Customer Service software/ticketing systems, as well as building and maintaining schedules
- Intermediate level of experience with MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word(creating / editing documents)
- Call-center experience and/or 2+ years of WFM forecasting and statistical analysis and/or call-center data analysis and reporting
- Good understanding of call center management systems and principles of scheduling
- Support the demand and supply planning of resources resulting in the ability to deliver to the agreed pipeline of projects via cost effective solutions
2
Responsibilities For CRC Workforce Analyst Resume
- Study the agency's method for measuring completed work and recording work-activities performed by employees and assess the effectiveness of the activities
- Relevant working experience in a call center
- Two years’ experience in a call center that uses automated tracking tools required; preferably EWFM software required
- Two years’ experience in a call center that uses automated tracking tools required; preferably EWFM software
- Experience working in a service operations center
- Real Time Monitoring experience
- Experience using statistical analysis tools such as Minitab, Systat, Alteryx, MATLAB, SAS, R, SPSS, and SQL
3
Responsibilities For Contingent Workforce Analyst Resume
- Works with Sr. SBS Leadership and Finance Executives to formulate/validation FY staffing requirements
- Strong understanding of cross-LOB Workforce Management practices required
- Provides traffic management support for call center operations, both directly and by providing guidance to less-experienced employees,
- Experience with database management, reporting tools, SQL
- Experience using Workforce Management software required
- Strong attention to detail and ability to influence others that they don't have direct reporting authority over
- SAS, R or Python Programming experience desired as well as SQL
- Experience working in a resource management function
- Strong knowledge of long-term strategic business planning theories, concepts, practices, methods and techniques
4
Responsibilities For Contact Center Workforce Analyst Resume
- At least one year of call center experience
- Experience with multiple WFM software products
- Understanding of data mining/SQL
- Working knowledge of ACD, WFM, Real-time Management and other resource planning tools
- Working knowledge and technical understanding of workforce management and resource optimization principles, concepts, and practices
- Understanding partner Hrs. commitment and Interval compliance and its impact on KPI’s
- Outstanding Health, Dental, Vision and Disability Benefits
- Prototyping solutions to meet customer needs
5
Responsibilities For Workforce Analyst, or, DOE Resume
- Driving change in processes to gain a competitive advantage
- Ongoing communication with the partners on interval/period service delivery, updates on daily huddle action plan
- Reporting (Staffing Amendments, Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc
- Reporting (Staffing Amendments, Scorecard Stats, Daily UABS /Shrinkage numbers, Over/under updates, etc
- LONG TERM Working knowledge of Analytics Roles and Cycle – Capacity Planning Forecasting and Scheduling, Reporting and Real-Time Analysis / Monitoring
6
Responsibilities For Workforce Analyst, Real Time-westerville Resume
- Assess unplanned behavior and calculate planned time-off, training, meeting or coaching opportunity by interval/daily on an ongoing basis
- Assess unplanned behavior and calculate planned time-off, training, meeting or coaching opportunity by interval/daily/monthly on an ongoing basis
- Provides necessary staffing and forecasting metrics to call center management to monitor and ensure staffing agencies are adhering to agreement SLAs
- Assist in providing information relative to budgeting and planning for financial purposes
- Utilizes Workforce Scheduling and Forecasting system to ensure the call center is running to capacity and schedules are optimal for 200+ agents
- Provides consultation to Operations Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
- Maintains staffing and headcount records, and recommends hiring plans for short, medium, and long-term planning efforts
- Provide reporting and analysis on external vendor performance from a WFM standpoint, including service level, average handle time, and staffing
7
Responsibilities For Real Time / Workforce Analyst Resume
- Sounds understanding of demand forecasting and capacity modeling techniques
- Proficiency in research, reporting, tracking and monitoring
- Over/Under Staffing / Action Planning (including carry over from ST), Overtime
- Market research using publicly available data for special projects related to HR analytics, planning and workforce strategy
- Run scenario for all ongoing or upcoming projects or promotions
- Ensure contact center leadership has the information necessary to make appropriate business decisions for staffing, meetings, training, agent performance, etc
- Develops, analyzes, and delivers WFM and Contact Center reports with recommendations impacting agent adherence, labor, and staffing requirements
- Provides detailed analysis and recommendations for staffing levels during special events, such as holidays
- Enhance existing reporting tools and information to improve ability to recognize performance gaps
8
Responsibilities For Senior.workforce Analyst Resume
- Take an innovative approach to workforce planning and talent scenario planning
- Handle scheduling across multiple lines of business, including creation of schedules and approval of PTO
- Provide daily reporting on WFM KPIs, including service level, average handle time, schedule adherence, and occupancy
- Provide visibility/transparency to SLT through robust reporting and managing resources throughout their life cycle
- Update and maintain agent database in NICE such as, processing: time off requests, offline events, planned training, and schedule bids
- Uses analysis results to forecast contact arrival and build staffing and scheduling plans to meet business unit goals and objectives
- Capable of establishing and maintaining a high level of credibility, respect, and trust
9
Responsibilities For Real Time Workforce Analyst Resume
- Highly proficient in Microsoft Excel for analysis and reporting (graphing, pivot tables, etc.)
- Confident and comfortable independently troubleshooting and researching system issues and data trends
- Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations
- Oversight of staffing schedule optimization across multiple sites to ensure appropriate staffing to maintain service levels
- Provide consultative support and ensure consistent reporting, forecasting, and diagnostic analyses of business issues for the organization
10
Responsibilities For Real Time Workforce Analyst, Warren, Mar Resume
- Encourage the development and sharing of external and internal best-practices in Workforce Planning & Analytics (WP&A)
- Collaborate with Workforce Manager to identify area of opportunity in forecasting and scheduling process
- Use a computer, including proficiency using Microsoft Word and Excel
- Perform work activities requiring cooperation, instruction, persuasion, or speaking with others
- Use a combined knowledge of computer science and applications, modelling, statistics, analytics and maths to improve workforce data modeling
- Regular liaison with CoE, hiring, financial control and other monitoring functions of the bank
- Obtain appropriate raw data and information by conducting self-directed research using both traditional and non-traditional sources
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