Workforce Management Analyst Resume Sample
Icie Klein
41331 Goldner Ville,
Philadelphia,
PA
+1 (555) 660 4147
Work Experience
Senior Workforce Management Analyst
10/2015
-
PRESENT
Philadelphia, PA
- Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices
- Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed
- Flexibility with individual schedule as business needs warrant
- Three to five years’ experience in a workforce management environment, performing forecasting and scheduling
- Strong organizational skills; able to plan proactively and meet deadlines in a fast paced environment of constantly changing priorities
- Develop a workforce management strategy for 100+ customer facing Associates to ensure a best-in-class customer experience across all phone, chat, email, and social media contact channels
- Manage schedules including optimizing Associate off-phone activity (shift changes, PTO, OT, etc.)
Workforce Management Analyst
10/2010
-
06/2015
San Francisco, CA
- Proactive management of queues ensuring optimal service levels
- Real-time monitor Associate adherence
- Support call center applications and tools including Workforce Management
- Analyze call center procedures and processes, and make recommendations for improvement
- Assist in creation and distribution of relevant Customer Service policies and procedures
- Maintain effective relationships with outside departments through clear communications
- Provide daily, monthly, and on-demand reporting
- Deliver on objectives, understands confidential nature of tasks, and is able to work independently in accomplishing those tasks
- Computer Skills: Advanced Excel skills, with the ability to organize/analyze data in a structured manner
Contingent Workforce Management Analyst
06/2006
-
08/2010
San Francisco, CA
- Leverage a deep understanding of operational needs and capabilities to develop, maintain, and adjust volume and staffing models
- Build a scalable process for ensuring intra-day adherence to the ideal staffing model
- Analyze data to make recommendations that maximize operational effectiveness, efficiency, and client satisfaction
- Create business updates to educate CX Leaders on performance across key performance metrics
- Leverage input from finance and other department analysts to support team budgeting and forecasting needs
- Assist management in developing the workforce management call center skills of supervisors and team leads
- Perform end-user interviews, lead requirements gathering sessions, and facilitate User Acceptance Testing
- Create detailed plans and recommendations based on high level goals and loosely defined business outcomes
- Train others on business processes and best practices
Education
St. Lawrence University
2001 - 2006
Bachelor's Degree in Business
Professional Skills
- Strong quantitative skills; possesses advanced Excel skills including a strong knowledge of pivot tables and advanced data analysis
- Analytical with strong mathematical skills, problem-solving abilities, and creative resolution skills
- Customer Service oriented – strong written and oral communication skills; people skills; responsiveness to customer needs; energetic and enthusiastic
- Strong technical skills; comfortable learning and effectively using a wide variety tools and software
- Strong planning skills; able to manage multiple priorities and tasks
- Proven ability to effectively interact with people and use appropriate decision-making skills
- Strong analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions
How to write Workforce Management Analyst Resume
Workforce Management Analyst role is responsible for analytical, interpersonal, organizational, software, analysis, presentation, basic, training, organization, planning.
To write great resume for workforce management analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workforce Management Analyst Resume
The section contact information is important in your workforce management 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 Management Analyst Resume
The section work experience is an essential part of your workforce management 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 management 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 management analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workforce Management Analyst resume experience can include:
- Strong & Effective communication skills covering a wide range
- Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects
- Experience and/or familiarity in establishing skills based routing or general contact routing systems
- Strong quantitative and analytical skills in building and handling ambiguous tasks and complex data sets
- Excellent problem solving and decision making skills.
- Strong problem-solving and analytical skills: capable of inductive thinking, and applies lessons learned in the past to current situations and issues
Education on a Workforce Management Analyst Resume
Make sure to make education a priority on your workforce management 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 management 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 Management Analyst Resume
When listing skills on your workforce management 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 management analyst skills:
- Excellent presentation skills, high level of proficiency with Excel and strong mathematical skills
- Excellent written, verbal, interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
- Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
- Strong technical and analytical skills, coupled with experience using Contact Center management systems required
- Strong and effective organization skills required to meet deadlines
- Excellent command of the English language, good use of professional grammar skills
List of Typical Experience For a Workforce Management Analyst Resume
1
Experience For Senior Workforce Management Analyst Resume
- Excellent presentation skills High level of proficiency with Excel Strong mathematical skills
- Proven decision making skills, with exceptional analytical skills
- Skillset adjustment of agents either independently or as instructed management including availability of agent to queue vs skillset and call back assignments
- Good problem solving, decision making, and analytical skills
- Performance oriented – proactive self-starter biased to do things before being asked with attention to detail and excellent organization skills
- Good math skills and an understanding of basic statistics
2
Experience For Real Time Workforce Management Analyst Resume
- Strong database skills and working knowledge of SQL
- Excellent analytical and time management skills with ability and willingness to continue learning
- Strong analytical, oral and written communication and interpersonal skills
- Proven ability to work effectively with business leadership
- Excellent communication, leadership, and analytical skills required
3
Experience For Contingent Workforce Management Analyst Resume
- Managing effectively through continual change management
- Prior work force management experience including forecasting, staffing, and scheduling, desired
- Advises stores on effective scheduling (e.g. staffing zone optimization, minimize edits, maximize effectiveness)
- Basic organizational, planning, and time management skills
- Plan and prioritize tasks of competing priority
- Learn new skills, technologies and business processes quickly
- Effectively interpret data related to internal and external customer needs
- Adjusts routing schemes and realign resources to optimize coverage and service based on skill set and priority across multiple sites
- Has ability to plan and supervise the work of others, coaching and developing their skills
4
Experience For Workforce Management Analyst & Dialer Resume
- Prior call / contact center experience required
- Avaya and CMS Experience or experience in other switch/reporting technologies
- Real-time management of agent skillset and queue assignments
- Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
- Experience in data analysis and report design or equivalent combination of education and experience
- Basic Microsoft Office skills (Excel, Word, Power Point) required
- Professional communication and project management skills
- Superior time management and communication skills with the ability to synthesize, simplify and explain complex problems to diverse types of audiences
- Analytical skills: regression modeling, sample size methodologies, correlation analysis, etc
5
Experience For Senior Contact Center Workforce Management Analyst Resume
- Presentation skills / ability to build and deliver succinct presentations (Power Point proficiency)
- Prior experience with Avaya, Cisco, Interactive Intelligence or other ACD phone system required
- Effectively manage multiple parallel projects and provide high quality output
- Establishing and maintaining strong relationships with key operational and support partners
- Benchmarking and trending experience
- Working experience with planning models to include forecasting and staffing models
- Planning/forecasting experience in a contact center environment
- Have a strong understanding of Dutch labor laws as it pertains to agent scheduling requirements
- Skill in using computer software applications such as Microsoft Office, SAS, SQL or Crystal Reporting
6
Experience For Command Center Workforce Management Analyst Resume
- Experience in resource scheduling and forecasting based on call volumes
- Multi-channel support experience including simultaneous chats, email, phone and ticketing systems
- Experience related to workforce planning, data science, or data modeling; LEAN or Six Sigma Green Belt certification
- Experience using MOST technique and StandardsPro software to build and model industrial engineering standards
- Previous work experience developing and maintaining work volume forecasts in a call center environment
7
Experience For Workforce Management, Analyst Resume
- Subject matter expert with 5 or more years in contact center operations, including experience in working with outsource partners across the globe
- Experience utilizing contact center tools, metrics, and reporting to ensure optimal performance across multiple contact channels and agent groups
- Experience building and maintaining SQL scripts, indexes and complex queries for data analysis and extraction
- Analyze company-wide trends regarding scheduling and allocation of staff to ensure optimal cost effectiveness and operational efficiency
- Experience working with industry leading WFM software (e.g. Verint, Aspect, etc) – desirable
- Experience related to workforce planning, data science, or data modeling
- 1 – 2 years of working experience in contact center environment
- Experience with automatic call distributor (ACD) reporting systems
8
Experience For Workforce Management Analyst Lead Resume
- Perform administrative tasks within Avaya CMS to make skilling changes, update timetables and other function-20%
- Thinks globally but can understand the details; can see underlying or hidden problems and patterns; provides effective and efficient solutions
- Strong ability to analyze strategic initiatives and long-term impacts on staffing plans / forecasts
- Demonstrated knowledge and understanding of key call center performance metrics such as service level, ASA, AHT, adherence
- Maintain accurate, effective schedules for all CSP's ensuring proper coverage in multiple queues
- Agent skilling / monitor and resolve Max Waits
- Good sense of urgency - dedicated to meeting expectations and requirements
- Knowledge of and demonstrated ability to employ multiple scheduling methodologies
9
Experience For Workforce Management Analyst Resume
- Experience using IEX, Blue Pumpkin, eWFM or other WFM software
- Experience using Avaya CMS, InContact, Cisco, Five9 or other ACD platforms
- Demonstrated ability to balance the science and art associated with meeting business needs and staff morale
- Relevant experience in a contact center setting
- Solid understanding of Excel (Array Formulas, Pivot Tables, and data visualization)
- Demonstrates sound judgment in resolving routine matters
- Experience with multitasking and work across different applications
10
Experience For Senior Workforce Management Analyst Resume
- Previous scheduling experience in a call center environment is an asset
- Good understanding of basic call centre metrics and overall call centre operations
- Experience with Kronos Time and Attendance, Kronos Accrual’s, Kronos Scheduling, required
- Experience with Avaya, Verint or other call management systems and various reporting tools
- Continuous development of models & processes to drive effectiveness & adapt to changing business requirements
- Advanced experience in Microsoft Office products, especially Excel
- Build strong partnerships with Regional Operations Managers
List of Typical Skills For a Workforce Management Analyst Resume
1
Skills For Senior Workforce Management Analyst Resume
- Strong understanding of contact center dynamics and the complexities of forecasting workloads in a skills based routing environment
- Exceptional influencing skills to develop and maintain effective partnering relationships with key stakeholders and to achieve cross enterprise cooperation
- Thrive in a fast paced changing work environment using strong time management skills
- Strong project management and strategic planning skills, ability to drive toward goals and hold others accountable
- Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting with all levels of management
- Project Management – Strong initiative, Influencing and negotiation skills
2
Skills For Real Time Workforce Management Analyst Resume
- Demonstrated analytical and problem solving skills, with an emphasis on attention to detail
- Effective interpersonal skills, including the ability to work collaboratively in a team environment
- Demonstrated ability to work effectively as part of a team to solve complex organizational problems
- Strong interpersonal skills and a customer centric attitude
- Excellent communication skills and the ability to interface with all levels
3
Skills For Contingent Workforce Management Analyst Resume
- Language skills: Very good English and local language proficiencies, written and verbal
- Understanding of cloud-based (virtual) and skills-based call routing
- Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365
- Basic analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
- Experience in corporate or financial reporting, along with experience in preparing budgets/reports and analyzing budgeted/actual variances
4
Skills For Workforce Management Analyst & Dialer Resume
- Effectively partner with business unit managers to identify and modify staffing and scheduling needs
- Professional verbal and written communication skills including presentations and training
- Experience with Excel. Preferably experience in working with reporting tools
- Able to work on multiple priorities while maintaining a strong attention to detail
- Excellent working knowledge of IEX, ability to organize, set priorities and multi-task within timescales
- Effective management of time, good understanding of the company’s processes and structure
5
Skills For Senior Contact Center Workforce Management Analyst Resume
- Applies deep problem solving skills to analyze and interpret workforce management data to garner insights from which decisions are made
- Highly proficient customer-facing and interaction skills
- Two (2) years’ prior labor analysis, modeling and/or workforce management experience
- Analytical skills in terms of deriving insights from available data
- Exposure to responding effectively to highly sensitive, complex and/or urgent member/customer requests
- Consults with trainers and management to update representative skills while in training and while on the job
6
Skills For Command Center Workforce Management Analyst Resume
- High level of communication skills both written and oral; ability to collaborate, negotiate, and partner with others
- Strong analytical and process based skill set
- Superior organization, documentation, and time management skills
- Effectively explain technical issues and concepts to a non-technical audience
- Communicate effectively with business partners and execute upon deadlines or milestones
- Learn new computer systems or software programs quickly. Business process analysis skills
7
Skills For Workforce Management, Analyst Resume
- Experience in a related capacity, preferably with hands-on experience in workforce management systems in a contact center environment
- Highly proficient communication skills, spoken and written
- Proficient negotiation and interpersonal skills
- Highly proficient analytical, organizational and motivational skills
- Manage multiple projects and tasks with effective prioritization and organization
- Related experience with inbound customer service programs in a call centre management experience
- Working experience with call center Workforce Management software, such as Verint (Impact 360), Genesys or IEX, in forecasting and/or scheduling capacity
8
Skills For Workforce Management Analyst Lead Resume
- Scheduling and/or forecasting experience in a call center environment
- Providing an exceptional customer experience
- Proven competency in understanding and compiling short and long term staffing plans incorporating multiple work types
- Experience in a contact center working as a forecasting, scheduling, call volume planner using workforce management software (Preferably IEX)
- Experience in workforce management (forecasting, scheduling, and/or capacity planning)
- Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.)
- Experience building executive reporting using various data visualization tools (Tableau, Qlikview, Power BI, Quicksight)
9
Skills For Workforce Management Analyst Resume
- Experience conducting and managing time and motion studies and utilizing workforce management tools and systems
- Experience writing or at least navigating and understanding VBA & SQL is an asset
- Subject Matter Expert with 5 or more years in contact center forecasting and working experience on WFM tools like Aspect eWFM or IEX
- Experience in creating metrics & reporting and KPI's to measure business outcome
- Strong knowledge of call centre reporting and workforce scheduling applications - CMS and IEX (Desired)
10
Skills For Senior Workforce Management Analyst Resume
- Good understanding of the relationship between call volumes, AHT, Staffing levels and their impact on Service Levels
- Experience forecasting and scheduling with Workforce Management software required
- Experience forecasting and scheduling with Workforce Management software
- Comfort in presenting to management and experienced in MS PowerPoint as means to displaying data analysis
List of Typical Responsibilities For a Workforce Management Analyst Resume
1
Responsibilities For Senior Workforce Management Analyst Resume
- Excellent written and verbal communication skills with an emphasis on organization and detail
- Advanced computer skills particularly the MS Office suite
- Coordinates with NRP to determine when assistance at other skills is necessary
- Analytical skills, i.e., regression modeling, sample size methodologies and correlation analysis
- Experience building and analyzing forecasting models using various statistical tools
2
Responsibilities For Real Time Workforce Management Analyst Resume
- Determine optimal work schedules and coordinate the effective scheduling of department meetings, training sessions, and vacations
- Experience with long range staffing/capacity planning required
- Experience in WFM ,Rostering, Scheduling – wfm tool – iex, sox
- Related experience managing a Workforce Management Command Center environment
- Experience with Kronos Workforce Central, Absence Management and Advanced Scheduling modules or similar tools (AspectWFM, BluePumpkin, Genesys, Verint, etc)
- Experience in workforce management, capacity planning, business analytics, customer support operations, or real-time analytics
3
Responsibilities For Contingent Workforce Management Analyst Resume
- Experience using call center software - Aspect eWFM - required
- Experience producing reports from raw data via Excel or Numbers
- Experience with schedule optimization approaches using Kronos Workforce Management solution
- Experience with business intelligence and reporting tools (e.g. MicroStrategy, Teradata)
- Experience working with global Workforce Management software
- Experience in workforce management, capacity planning, business analytics, customer support operations, and real-time analytics
- Experience using Workforce Management Systems
- Aspect, Blue Pumpkin, IEX or other forecasting experience
- Related work experience in testing or quality assurance
4
Responsibilities For Workforce Management Analyst & Dialer Resume
- 3rd level qualification or equivalent work experience
- Improves the effectiveness and efficiency of WFM system and related HR processes
- Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness
- Workforce management experience in a contact center environment
- Conduct impact analyses to make effective recommendations based on various staffing requests, schedule changes, and/or budget considerations
5
Responsibilities For Senior Contact Center Workforce Management Analyst Resume
- Experience working with a multi-team, multi-site call center solution
- Workforce supervisory experience in customer service environment
- Analyzes BDC traffic and makes changes in priorities based on call volume and service level
- Monitors and executes effective use of contingency plan and appropriate use of overtime
- Provide guidance and advice to management on the most effective and efficient use of the workforce to obtain measurable business improvements
- Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers satisfaction
6
Responsibilities For Command Center Workforce Management Analyst Resume
- Requests allocation or skill addition,
- Prioritize time sensitive communications
- Performs skill changes when thresholds or efficiency or service levels are in jeopardy
- Maintain and produce accurate long-term capacity plans in a multi-site, multi-skill environment
- Effective communication to multiple tiers of Mid to Executive Leaders
- Experience with multiple WFM software (IEX, Verint, Impact 360, Aspect)
- Build strong relationships within team, support departments and networks externally within all areas of company industry
- Experience in this field
- Experience with MS Excel, Work and other office productivity software tools
7
Responsibilities For Workforce Management, Analyst Resume
- Contact center Workforce Management experience
- One year correctional industry experience
- Experience with creation and development of processes and procedures
- Self-motivated, able to prioritize tasks and resolve issues
- Highly organized; able to balance multiple and conflicting priorities
- Effective customer service orientation and abilities, preferably with a background in customer service or technical support
- Demonstrated ability to identify areas to improve, identify possible solutions and participate in cross-functional teams
- Experience with Avaya Call Management System (CMS) and Verint
8
Responsibilities For Workforce Management Analyst Lead Resume
- Builds effective and long-term relations with client and key stakeholders
- Strong sense of ownership toward owns work and the takes opportunity to make a contribution beyond job description/role
- Strong knowledge of contact center operations
- Data driven methodologies, metrics, and analysis to assess and improve experiences
- Ad hoc requests (ex. extended hours, flexible schedules, queue consolidation)
- Demonstrates a thorough knowledge of computer entry
9
Responsibilities For Workforce Management Analyst Resume
- Experience in similar role
- UPMC Health Plan or another Health Care Organization experience required
- Works with other areas of Shared Services to develop performance dashboards used by leadership to understand a holistic picture of operational effectiveness
- Experience in a work environment comprised of multiple levels of professional, technical, and administrative personnel
- Recommends changes to enhance forecast accuracy and effectiveness
10
Responsibilities For Senior Workforce Management Analyst Resume
- Collaborate with business partners across multiple departments to ensure effective, phased rollout of WFM components
- Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction
- Requests allocation or skill addition, Analyzes IDP's throughout the day to determine if service levels goals are in jeopardy
- Partner with Care delivery teams to balance intraday performance across multiple queues, through proactive skill changes and resource adjustments
- Experience in a similar role
- Work experience in a production and quality based environment
- Strong computer proficiency, specifically Lotus Notes, -Aspect eWFM and SharePoint
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