Workforce Coordinator Resume Sample
Bessie Kiehn
8129 Katherine Square,
Los Angeles,
CA
+1 (555) 392 9581
Work Experience
Workforce Coordinator
06/2017
-
PRESENT
Houston, TX
- Monitor Real Time Adherence statistics, helping to ensure agent’s are on the phones during scheduled phone hours, includes monitoring breaks/lunches Monitor sick calls/tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.)
- Thorough knowledge and understanding of department’s policies and procedures
- Design and implement creative and flexible staffing solutions
- Generate and maintain weekly schedules
- Process time off requests, schedule changes, and attrition
- Schedule team meetings
- Work with the rest of the Workforce Management team to maintain adequate staffing for on-site and remote Specialists
- Analyzes data to provide forecasts and maintain reports on Key Performance Indicators (KPI) to track departmental performance goal obtainment
Real-time Workforce Coordinator
03/2015
-
05/2017
San Francisco, CA
- Collaborates with management to design and publish new performance dashboards
- Recommend to the Workforce Manager monthly ‘hour’ requirements by store (based on pre defined calculations)
- The Coordinator, Workforce Operations, possesses knowledge in the following key functional areas: inbound call volume allocation, contact center workforce management, call center operations, data analysis, call center KPIs in a multi-site environment, and Microsoft Excel
- The Coordinator, Workforce Operations is responsible for management of operational plans for contact center(s) operations, including, but not limited to: contributing to managing overtime/voluntary time off, service levels, call volume allocation, vendor delivery agreements, and report generation
- Prior experience supporting engineers and management in a technical environment is desired
- Utilize workforce management systems to observe agents’ actual state compared to agents’ scheduled state and partner with Customer Care Leadership to take action based on these observations
- Shall receive manpower orders from the Project Manager or his designate by either fax or email
- Contact the appropriate trades that had been laid off and direct them to contact the union in order to be dispatched back to a Jacobs project
Organization & Workforce Coordinator
04/2008
-
02/2015
New York, NY
- Coordinates real-time management of workloads and resources for the center
- Schedules associate time off the phones for training, meetings, and other business purposes
- Ensures all system coverage is maintained and scheduled
- Provides daily reports for assigned areas within the contact centers
- Verifies contingent labor hours and corrects discrepancies
- Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a senior co worker or supervisor
- Utilize workforce applications and reports to provide real-time analysis to ensure staffing levels are sufficient to meet workload requirements throughout the day
- Adjust skill and/or schedule assignments to manage fluctuations in contact volume in order to maintain or restore service levels
- Monitor CCR schedule adherence via RTA tool to ensure correct staffing is in the right place, at the right time
Education
Emporia State University - Metro Learning Center
2003 - 2007
Bachelor's Degree in Business
Professional Skills
- Advanced communication skills to include verbal, written and exceptional listening skills
- Strong analytical and problem-solving skills are necessary
- Exceptional organizational skills and proven track record of consistently meeting deadlines and objectives of multiple projects simultaneously
- Proven problem-solving and analytical skills with an ability to approach a problem logically and systematically
- Strong interpersonal skills, detail oriented and able to manage tasks simultaneously
- Above average organizing skills
- Data programming and data manipulation skills
How to write Workforce Coordinator Resume
Workforce Coordinator role is responsible for interpersonal, advanced, health, analytical, reporting, training, database, security, payroll, design.
To write great resume for workforce coordinator job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workforce Coordinator Resume
The section contact information is important in your workforce coordinator 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 Coordinator Resume
The section work experience is an essential part of your workforce coordinator 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 coordinator 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 coordinator position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workforce Coordinator resume experience can include:
- Deliver local recruitment process, from workforce planning analysis to induction of new recruits, ensuring advertising budget is managed effectively
- Effectively communicate information to all levels of the organization, as necessary
- Experience working with call center reporting and metrics
- Experience providing technical support and troubleshooting Windows platform systems, or Avaya VoIP (voice over internet protocol)
- Demonstrate analytical ability with a focus on detail, accuracy, complex problem solving and logic capabilities
- Experience working in a customer service environment with Cisco or other ACD phone system required
Education on a Workforce Coordinator Resume
Make sure to make education a priority on your workforce coordinator resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your workforce coordinator 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 Coordinator Resume
When listing skills on your workforce coordinator 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 coordinator skills:
- Strong organization, project and time management skills are required
- Facilitate administrative project program; skill growth of team including skill training, compiling survey data
- Express complex technical and abstract concepts effectively both verbally and in writing
- Current or recent experience within ECA Claims Department, and ability to display strong understanding of overall processes, tools, and workflows of department
- Experience using Microsoft office software to include Word, PowerPoint, Outlook and skilled Excel knowledge
- Perform workforce management and analytic activities to effectively manage staffing to ensure adequate coverage, performance, and contract KPI compliance
List of Typical Experience For a Workforce Coordinator Resume
1
Experience For Contingent Workforce Coordinator Resume
- Adhere to all internal and external audit, operating and HR policies and procedures necessary and follow due process
- Help in the planning of offline activities required to drive KPI performance
- If needed develop reporting to add value to the actions performed
- Very dynamic and capable of decision making
- Monitor workforce and reports any outliers or unusual activities to management
2
Experience For Real-time Workforce Coordinator Resume
- Manage the attendance line and accurately record attendance events and update schedules to include breaks, paid time off, sick, etc
- Perform special projects/assignments as needed
- Familiarity with call center technology and Workforce Management
- In concert with Workforce Manager and departmental leadership, facilitate appropriate discussions to determine work assignment priorities based on active caseloads, due dates, and deadlines
- Facilitate intra-departmental conversations as appropriate to identify need and opportunity to allocate resources according to established deadlines and service level agreements
- Communicate regularly with CS stakeholders to stay informed on changes to deadlines, processing expectations, or work volumes to ensure work is assigned according to the best agreed upon schedule
- In concert with Workforce Manager and departmental leadership, facilitate appropriate discussions to determine upcoming staffing requirements based on active and upcoming caseloads
- Facilitate intra-departmental conversations as appropriate to identify opportunities to shift resources from projects that are ending to other projects that are starting to reduce unnecessary churn and training efforts
3
Experience For Annuities Workforce Coordinator Resume
- Initiate Access Request forms and Employee Modification Forms as temporary/contract labor is added or terminated to ensure appropriate system access for claims analysts
- Maintain tools such as seating charts, inventory trackers, etc., to ensure workspaces are properly equipped and available to accommodate efficient onboarding of temporary/contract labor
- Under the direction of the Workforce Manager and CRM Team, assist as necessary with administrative level CRM functions such as enabling and disabling users, setting up new cases, jobs, document types, etc
- Update, organize, and present workforce management data used for staffing, planning, and team management purposes
- Review and optimize routes to ensure workforce is efficient and maximizes revenue generating opportunities
4
Experience For Organization & Workforce Coordinator Resume
- Review drive times and activities for efficiency
- Monitor workflow throughout the day, using the TOA tool to ensure jobs are completed on time, pending work is assigned to available technicians and work volume is dense, and fairly-balanced
- Deliver the workforce management process including shift planning, forecasting, absence management, holidays and adherence reporting
- Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy
- Monitor work order pools for incoming jobs to ensure assigned throughout the day, use auto-routing tool to assist in redistribution of jobs where appropriate to maximize efficiency and revenue generation opportunities
- Monitor the job schedules, ensuring technicians activate and begin the day on time, alert supervisor of concerns
- Deliver workforce optimisation through service delivery planning across all lines
- Manage timely process of applicants through the recruitment and on-boarding process to the required FTE targets for each contract
5
Experience For Workforce Coordinator Resume
- Monitor lunch & break periods for start times and durations, alert supervisor of concerns
- Contact technician on jobs that overrun to ensure technician is safe or determine if assistance is needed
- Move or relocate contractors from between markets as needed to meet/exceed service level agreement “days out” requirements
- Resolve or escalate challenges identified by technicians, as appropriate
- Lift up-to 15 pounds
- Monitor the completion of vetting applications and close tracking on progress for initial and through to tracking full vetting standards. Communicating with all relevant departments to ensure go live of FTE to target
- Customer-service mindset; responds quickly to inquiries and strives to provide a great experience
6
Experience For Contingent Workforce Coordinator Resume
- Can juggle multiple priorities
- Proficiency in MS office with advanced MS Excel experience
- Provide accurate and timely MI and reporting packs as required
- Ensure changes to contracts of employment are managed timely ensuring payroll and employee records updated accordingly
- Update data records for various systems as required for recruitment process
7
Experience For Real-time Workforce Coordinator Resume
- Ensure leaver paperwork is process accordingly
- Manage sick pay entitlements
- Manage SSP – pay and keep track of any SSP taken in line with government guidelines. Notify employees when SSP can no longer be paid
- Maintain electronic documentation/ records on multiple platforms
- Raising/receiving purchase orders for all contracts including stationary, staff canteen, work completed by third party IT providers, Occ health referrals and specialist equipment requests
- Deliver and Upkeep all security access to relevant contract and building, this process includes, auditing, new, replacements and deletion of access control as per process
- Participate and support in team discussions, renewal of policies and procedures and contribute to projects
- Secretariat for management meetings and diary entries for client visits
- Provide administrative support to Contingent Workforce and Talent Acquisition and other key stakeholders in the HR organization or business unit. This includes scheduling, reporting, coordinating project activities, calendar management, etc
8
Experience For Annuities Workforce Coordinator Resume
- Generate reports using excel, retrieve data using the applicant tracking system for FTE hires (Taleo) and applicant tracking system for contingent workers (Fieldglass)
- Assist with PowerPoint presentations
- Ensure consistent processes are documented and followed by internal partners, agency partners and MSP
- Partner with HR Managers as needed to maintain visibility of business client needs and resolution of issues
- Think and work independently; self-starter
- Collaborative and able to work in a matrixed environment
- Verifies and generates report for management team
- Drive all necessary changes at the Site level
9
Experience For Organization & Workforce Coordinator Resume
- If needed personally manage, maintain, adjust and optimize Agent’s Schedules in IEX
- Understand new concepts and ideas quickly
- Results oriented & highly adaptable
- Identifies issues, develops, coordinates and implements mitigation strategies to re-balance resources to meet service levels
- Reports to appropriate parties
10
Experience For Workforce Coordinator Resume
- Compiles, enters data, and interprets departmental statistical data
- Verifies timecards for payroll
- Performs analysis to determine impact to available resources for the day, strategizes solutions to meet goals, and communicates the situation and actions taken information to key stakeholders
- Demonstrated work experience in data analysis, reporting and querying data warehouses and project management
- Experience of a workforce management system
- Community College graduate, University graduate or an individual with 5-10 years of construction/maintenance field experience
- Assists with onboarding new hires from pre-employment testing to interviews to nesting schedules
- Comfortable speaking and presenting to management and employees of all levels in the contact center and beyond
List of Typical Skills For a Workforce Coordinator Resume
1
Skills For Contingent Workforce Coordinator Resume
- Work effectively in situations involving uncertainty, ambiguity or lack of information
- Experience assessing or developing business or scheduling processes in a production, sales, or customer service environment
- Experience working in a client/customer focused business supporting change and transformation of business is required
- Experience using Workforce Management applications and reports, including Real Time Adherence (RTA)
- Experience working with contact center workforce scheduling systems
- Online recruitment experience including use of job boards.People who applied for this job also applied for
- Experience in a call center scheduling analysis role
2
Skills For Real-time Workforce Coordinator Resume
- Experience managing key relationships to influence positive business outcomes
- Solid understanding of Google products and Services and how they map toward customer solutions
- Strong ability to work independently and to proactively investigate situations that require attention, whether or not specifically directed
- Microsoft Excel Experience
- Experience in a high volume call center environment
- Strong knowledge of Isagenix Customer Care policies and procedures
3
Skills For Annuities Workforce Coordinator Resume
- Moderate technical level of experience with Microsoft Excel, Word, PowerPoint, Dynamics
- Moderate technical level of experience with Microsoft Excel, Word, and PowerPoint
- Demonstrated proficiency with SAP, database management, interactive intelligence, CRM and Live Person
- Demonstrated knowledge of call center systems
- General human resources experience
- Experience in contact center, retail, or related field
- Share relative information amongst programs to ensure effective dissemination of best practices
- Related experience in a call center and back office operations environment
4
Skills For Organization & Workforce Coordinator Resume
- Experience with I3 Optimizer or IEX TotalView
- Possess relevant workforce experience preferably real time- in a busy contact centre environment
- Experience in a high volume call center environment
- Maintain Master Assignment tool to ensure accurate assignment of work to appropriate resources according to current department priorities
- Partnering with Operations and Central Planning team to ensure the inputs and outputs of the hiring plan are realistic, achievable, and followed up on
- Guiding, monitoring, and developing the RTAs on Site so they can deliver on the tasks assigned to the best of their abilities
- Understanding of resourcing costs and ways in which they can be influenced
5
Skills For Workforce Coordinator Resume
- Understanding of development methodology and lifecycle
- Including new hire classes, shift bids, schedule changes etc
- Driving efficiency and proper utilization of Shrinkage– PTO, VTO, Absenteeism, Breaks, Lunches, etc
- Maintaining communication channels with Client’s WFM Points of Contact in order to drive efficiency and raise any flags to avoid disruptions in service
- Assist management team in identifying, analyzing, developing and implementing staffing, training, scheduling and recognition/reward programs
- By analyzing trends in volume, Site level complexities, challenges or opportunities and making recommendations regarding planning and scheduling
6
Skills For Contingent Workforce Coordinator Resume
- Responsible for petty cash including cashing cheques, logging and sending returns and replenishments
- Performs Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions
- Facilitate appropriate discussions to determine upcoming staffing requirements based on active and upcoming caseloads
- Assist new hires with training and troubleshooting of minor technical difficulties resulting from user error
- Basic understanding of scripting languages and programming languages like Python, and JavaScript
- Highly proficient and thorough understanding of training and delivery methods and techniques
- Participate in Training Program development and activities and provide resource support to Training Team and other support teams
7
Skills For Real-time Workforce Coordinator Resume
- Be the key point person for on-site events including job fairs, agency meetings, and other activities related to onboarding contingent workers
- Assist with handling communications with vendors and work directly with hiring managers on seasonal needs and releases
- Monitors service levels via Oracle and reporting in order to ensure real time workflow and schedule adherence
- Administers vacation time for agents and updates all timekeeping
- Working with Predictive Analytics
- General understanding of current ECA Claims caseload, due dates, and deadlines
- Analyses or plans have multiple dimensions for each component, each requiring the application of knowledge of various business and financial principles
- Research and make certain the program is running compliantly; provide insight and research details to the Account Manager for suggestions to fix
8
Skills For Annuities Workforce Coordinator Resume
- Prepare logistics/topics for Reception Staff Meetings in conjunction with the Training and Management Team
- Book Meetings and prepare for meetings including 1:1/Annual Review, Client Meetings, Exit Interviews. RZC Meetings and weekly partner meetings
- Ensure policies and being enforced and reflected on Global Reception Website, MP Connect
- Partner with RZC and Partners to coordinate Staff Meetings, Team Building Activities, etc
- Provide improvement to existing processes
- Enhance existing processes to gain efficiency
- Advanced computer literacy- proficient in using the Microsoft Suite
9
Skills For Organization & Workforce Coordinator Resume
- Schedule off-phone activities to meet both service level agreements and employee training/development needs
- Update schedules to ensure WFM system is able to provide accurate statistical staffing requirements
- Act as the primary point of contact for any system issues impacting Customer Care; coordinate communications between CCRs, Leadership Team and IT
- Deal with all employee initial payroll enquires before escalating to payroll department
- Deliver the recruitment, rota and management process to book new starters on to induction and liaise with new candidates during this period
- Responsible for ad hoc reporting as requested by the Director of Contingent Workforce
10
Skills For Workforce Coordinator Resume
- Coordinate seasonal/contingent onboarding in conjunction with MSP and individual agencies
- Responsible for managing the Customer Service Supervisors and the customer service team
- Works with supervisors and team leads to identify area of opportunity for training and process improvement
- Actively participate in Hiring call
- Actively participate in Deviation/Scheduling call
List of Typical Responsibilities For a Workforce Coordinator Resume
1
Responsibilities For Contingent Workforce Coordinator Resume
- Enjoys partnering with cross functional teams to review processes and procedures to ensure maximum efficiency and productivity
- Contact Center Reporting
- Deal with a unionized workforce
- Lead, train and mentor
- Solutions and customer service driven - forward and creative thinker
- Proactive, self-starter, self-motivated, organized
- Travel between all locations (MTV, SBO, SVL and PAO)
- Use and knowledge of program tools, Google tools and applications: Google Corp. Mail, Google Calendar, Google Docs, MS Office Suite, Manpower web-based resource tools
- Strong math, logic, and presentation skills and ability to communicate and collaborate effectively with specific quantitative details such as dates, deadlines, and staffing target requirements
2
Responsibilities For Real-time Workforce Coordinator Resume
- Change planned direction on the fly and instantly re-calculate deliverable schedules and resourcing
- Handle a large volume of ever changing task assignments with quick turnaround
- Basic understanding of applications like Adobe InDesign, Illustrator, and Photoshop
- Provide statistical analysis on workforce data for a variety of uses
- Anticipates the impact of trends on the organization and its customers, and understands the implications for the area of focus
3
Responsibilities For Annuities Workforce Coordinator Resume
- Specific focus is on financial trends
- A demonstrated understanding and knowledge of call center best practices, including scheduling, proactive oversight, intelligent routing, call handling control and schedule adherence is required. Additionally, a demonstrated understanding of call center operations including the ability to manage average call time, response time and call volume
- The ability to manage diverse operations consisting of tight deadlines and high pressure situations is required. The ability to multi-task and function well in a stressful environment is also required
- Experience in call center operations with an additional 2 to 3 years of workforce data management experience; or equivalent combination of education and experience
- Advanced skills in Microsoft (Word, Excel, Outlook, PowerPoint)
- Manage the Performance of the Reception Team and RZC members
4
Responsibilities For Organization & Workforce Coordinator Resume
- Prepare and participate in individual team member meetings
- Coordinate and delegate the needs of the entire team and resolve day to day to day operational issues
- Support Account Manager and client directed strategies and initiatives
- Fulfill requests of customer/client/partners
- Follow up on action items due by the Receptionist and RZC’s
- Perform project support as designated from the Account Manager, Client, and Productivity Consultant
- Address/Direct/Research questions, issues and concerns sent to Manpower Management group
- Conduct regular visits throughout the lobbies and call center
- Provide recommendations to Account Manager and Manpower Management
5
Responsibilities For Workforce Coordinator Resume
- Partner with other Reception Managers to ensure communication, program standards, etc are consistent and fair
- Closely working with the Scheduler to ensure the Over/Under Deviation file contains all the necessary changes and adjustment to align staffing in order to cover all gaps
- The ability to prioritise, whilst maintaining high levels of accuracy essential to manage workloads and respond to deadlines in a busy and demanding environment
- Tenacious with a can do attitude and the ability to work alone
- Strong interpersonal skills and the ability to collaborate across the business and a good understanding of how resourcing and talent management processes impact organisational effectiveness
- Assign work that comes into the Print Services team out to 17 + Developers
6
Responsibilities For Contingent Workforce Coordinator Resume
- Maintain identified spreadsheets/documents
- POC for all Employee Escalations
- Groom and educate employees
- Response and track Customer service emails
- Perform End of Assignments
- Office environment with 24-hour service capability
- Execute innovation efforts requested by clients
7
Responsibilities For Real-time Workforce Coordinator Resume
- Involvement in the improvement of programs assigned to RTA
- Includes creation of templates and/or documentation of processes
- Report daily status on the tasks assigned
- Identify bottlenecks in work queues on a daily basis and reassign tasks as necessary
- Gather and present analytics on work queues, times, etc. to improve processes
- Facilitate intra-departmental conversations as appropriate to identify opportunities to gain efficiency when possible
- Intermediate proficiency with MS Office (Excel, Word, PowerPoint)
8
Responsibilities For Annuities Workforce Coordinator Resume
- Knowledge of business processes, procedures, and workflows
- Perform research, analysis, communication and creation of associated documentation is needed
- Proficiency in all MS Office Products, especially MS Excel; ability to create spreadsheets, import/export between applications, create formulas, cross reference data, create graphical displays of data and other excel functions is needed
- Call centre environment
- Address program trends
- Assist with NEO
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