Workforce Management Specialist Resume Sample
Lizeth Goldner
1422 Zula Road,
New York,
NY
+1 (555) 990 7741
Work Experience
Workforce Management Specialist
07/2017
-
PRESENT
Boston, MA
- Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices
- Relevant WFM experience in a multi skilled environment, preference for experience with Teleopti WFM software
- Strong analytical skills in call volume, employee workloads, and staffing optimization
- Effectively manage and successfully execute assignments and projects
- Demonstrates ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques
- Demonstrated ability to collaborate effectively with management and staff
- Multi-task and maintain composure in a fast-paced work environment
- Reviews and verifies completeness of CSI hire packet for new hires and re-hires including job offer letter, I-9, Work Opportunity Tax Credits (WOTC), VirtualEdge completion, background checks, etc
Workforce Management Specialist Master
11/2014
-
05/2017
Philadelphia, PA
- Ensures CSI hire packet is distributed to appropriate personnel and external vendors for processing
- Tracks and communicates hire eligibility to Station Managers, Business Consultants and Area Trainers
- Reviews and reports I-9 compliance; Follows up on incomplete or incorrect I-9s
- Monitors E-verify compliance; Follows up on incomplete or pending E-verify cases
- Acts as CSI hiring packet subject-matter expert for Business Consultants, District Sales Manager and other COCO personnel
- Uses labor hours tool to review and communicate authorized station labor hours
- Monitors and reports labor hours usage including regular, overtime and training hours
Education
University of Cincinnati
2009 - 2013
Bachelor's Degree in Either
Professional Skills
- Working experience in a leadership / supervisory capacity with exposure or handled any Workforce Management Discipline from Forecasting, Capacity Planning, Scheduling, Real-Time and Reporting
- Strong presentation skills Excellent MS Office Skills (Excel, Word, Access, Outlook and Powerpoint)
- Excellent project management skills (planning, follow-up, execution, and project control skills)
- Excellent skills in organization, prioritization, time management and handling multiple tasks
- Superior demonstrated interpersonal skills to communicate effectively and motivate others
- Strong analytical skills and ability to communicate complex analysis at all levels
- Excellent MS Office skills, especially in MS Excel, PowerPoint
How to write Workforce Management Specialist Resume
Workforce Management Specialist role is responsible for interpersonal, organization, excel, training, clear, presentation, analytical, retail, finance, auditing.
To write great resume for workforce management specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workforce Management Specialist Resume
The section contact information is important in your workforce management specialist 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 Specialist Resume
The section work experience is an essential part of your workforce management specialist 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 specialist 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 specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workforce Management Specialist resume experience can include:
- Demonstrates strong analytical skills with emphasis on forecasting
- Experience with workforce management scheduling software (e.g. Aspect, Genesys), with systems intergation and delivery experience a strong advantage
- Strong written and verbal communication skills with the ability to respond appropriately to direction, questions, tasks as delegated, etc
- Intermediate to advanced Excel skills (VBA, Importing/Exporting Data, Advanced Formulas and Graphs, Conditional Formatting)
- Demonstrated experience creating and/or improving operations processes
- Demonstrated experience planning resources in a multi-channel global contact center environment including phone, email and chat contact channels
Education on a Workforce Management Specialist Resume
Make sure to make education a priority on your workforce management specialist 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 specialist 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 Specialist Resume
When listing skills on your workforce management specialist 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 specialist skills:
- Strong interpersonal relationship building skills with a positive attitude
- Proven organizational skills required
- Strong communication, analytical and organizational skills are necessary
- Speaking, listening, and writing skills with an ability to communicate clearly at the highest levels
- Collaborate with Contact Center management team to effectively coordinate all off phone activities including team meetings, training, coaching, etc
- Project coordination/management skills (planning, follow-up and escalation, tracking)
List of Typical Experience For a Workforce Management Specialist Resume
1
Experience For Workforce Management Specialist Master Resume
- Skills in complex problem solving, critical thinking and decision making
- Nine years applied experience in specific area of expertise including functional experience with relevant processes and SAP or ERP systems
- Monitoring key performance metrics throughout the business day to help diagnose emerging trends and adjust staffing as required
- Responsible for creating, generating and sending weekly views showing projected/FC SLA, recommended overtime
- Monitor staffing requirements and implement schedule changes or cross training required to meet traffic demands by using forecasting techniques and tools
- Generate, update and distribute CSI station labor schedules and activity management sheets using scheduling tool (Microsoft Excel template)
- Update breaks and lunches for upcoming days to ensure even and adequate coverage according to forecast
- Capable of working as part of a global, cross-functional team and working with all levels of FB Operations
- Assists in the creation of Staffing Models and make recommendations to the Leadership of Call Center based on call arrival patterns and existing staff
2
Experience For Senior Workforce Management Specialist Resume
- Provide real-time adherence monitoring according to specific criteria to each of them
- Reviews labor hours and schedule exceptions requests, make adjustments for approved exceptions and maintain exceptions tracking log
- Responsible for regular daily call queue management and making real time recommendations to Leadership in order to meet SLAs
- Manage the inbound calls coming in the call center in order to meet Service Level and Occupancy objectives
- Establish workforce availability to balance actual with requirements. Define staffing levels required
- Hands-on expertise using the Genesys Workforce Management tool and/or similar platforms (i.e. Aspect eWFM, IEX, Verint, etc.)
- Acts as LSAM subject-matter expert for Business Consultants, District Sales Manager and other COCO personnel
- Monitors station labor hours and schedule compliance through periodic checks; Communicate variances to appropriate Business Consultants and COCO management
- Monitor Call Volume/Signboards by watching for calls holding. Contact RTA if there are call routing issues. Ensure new, transferred or recently trained associates are skilled and assigned to additional call queues when notified by management of the new assignments
3
Experience For Workforce Management Specialist Resume
- Monitor the adherence and status of agents on the phone. When calls are holding, reach out to the leaders and advise them of the agents that need to be on the phone to assist customers
- Update staffing to forecast, to generate differentials per 15 minute segments
- Excellent communication, stakeholder management and influencing skills with a strong track record of achieving engagement from senior and cross-functional stakeholders
- Develop and maintain robust call volume forecast models by call type for use in short and long term planning which includes special day forecasts for holidays and other non-standard days
- Monitor real time queue performance and manage to service-level agreements (SLA’s) for C3 operations, actively addressing areas of concern as they occur
- Balance departmental workload and workforce to meet departmental KPI’s
- Adhere to Teleflex’s Code of Conduct as well as other company policies and procedures
4
Experience For Workforce Management Specialist Master Resume
- Work with assigned teams’ management to improve team performance and drive long term efficiencies by ensuring adherence to best practices and appropriate handling of our customer’s issue
- Actively display knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc. by utilizing CUIC, NICE, and WorkDay
- A sense of humor is required
- Adaptable - openly accepts change
- Become an expert in usage of Facebook’s Workforce Management solution, as well as the associated process governance and other supportive responsibilities
- Maintain schedule fit for all assigned staff groups coordinating the entire schedule alignment/bid process with WFM Scheduling Analysts and business leaders from start to finish
- Provide monthly schedule fit analysis for all assigned staff groups taking into account all possible scheduling strategies keeping in mind business strategy, associate impact, and input from senior leaders
5
Experience For Senior Workforce Management Specialist Resume
- Work closely with WFM partners in Forecasting & Capacity Planning to align scheduled resources with demand curve providing expertise and advice on requirement patterns and schedule efficiency impacts
- Partner with SBS leaders and Scheduling Analysts to carry-out schedule bids/alignments acting as the principal communication link between WFM and CS leaders for this function
- Act as the SME for Genesys PTO (Planned Time Off) administration coordinating and conducting all vacation bidding activities for all supported groups and providing on-going support to Schedulers and Real-Time Analysts with regards to PTO related problems
- Tracking CSR schedule adherence in real time
- Updating schedules with up-to-date information
6
Experience For Workforce Management Specialist Resume
- Recommending procedural- and operational- guideline changes to improve communications and operational efficiency
- Maintain the Genesys time-off rules, processes and procedures for all assigned groups and provide on-going support throughout the year
- Coordinate the planning/executing of large-scale scheduling initiatives with the Scheduling team assuring all restrictions/needs and deadlines are communicating properly and accounted for
- Planning of- and scheduling- CSR off-phone events at the site level
- Able to work within a team and with internal and external clients to gather and understand requirements
- Responsible for end to end work-force management for IT Helpdesk team to support operations team including Staffing, Forecasting, Scheduling, Capacity Planning, and Queue Management and be responsible for delivery of adherence and SL as specified by the client
7
Experience For Workforce Management Specialist Master Resume
- Ensure sufficient support is provided to Operations and Executive Management for evaluating alternatives for various business issues and technology, facility or new business acquisitions
- Accurate and timely reporting of data, maintenance of records and communication of information
- Maintain high level of confidentiality and sensitivity when executing position responsibilities
- Provides workforce management support for Operations, Legal and Human Resources (as needed)
- Provides back-up support to team as assigned by Supervisor (as needed)
- Participates in special projects or additional tasks as assigned by Supervisor
8
Experience For Senior Workforce Management Specialist Resume
- Professional presentation of self, submitted work and in representation of CSI and Chevron
- Complies with employment laws and company personnel policies
- Adherence to acceptable business standards and practices
- Manages real-time inbound interaction traffic to help ensure department service levels are met. This includes implementing and ensuring adherence to defined interaction surge plans
- Uses historical interaction data to manage intro-day staffing levels, and determines the most effective methods for developing, implementing and managing staffing adjustments. Proactively informs leadership scheduling needs and anticipated changes
9
Experience For Workforce Management Specialist Resume
- Utilizes call center operational tools to oversee representatives’ actual daily performance state compared to representatives’ scheduled daily performance state
- Monitors and reviews daily production reports, researching and analyzing trends. Partners with management to address workload balancing and resource allocation
- Manages front-line representative scheduling requests, taking into consideration daily staffing, workflow coverage, scheduled on-the-job training and daily Team Lead assignments
- Monitors adherence on system status codes to ensure departmental service levels and maximize productivity; assists in the education of front-line representatives on the correct usage of status codes
- Proactively identifies opportunities for new reporting and modifications to existing reports
- Monitors front-line representatives’ weekly attendance and activity compliance and informs management of outliers
- Prepares and maintains reports in support of the Service performance metrics
- Provides ad hoc analysis of reports, and provides information to leadership
- Demonstrated strong attention to detail with excellent organizational skills. Can cite examples of organization and time management methods used to manage or prioritize workload demands for self and others
10
Experience For Workforce Management Specialist Master Resume
- Proven ability to coordinate multiple projects/assignments simultaneously, while completing daily assigned tasks accurately and on time. Can cite examples of multitasking
- Demonstrated excellent verbal and written communication skills with ability to convey detailed information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style
- Develops and delivers content creation for client deliverables and presentations, including but not limited to monthly executive reports, quarterly meeting presentations, predictive modeling analyses, etc
- Provides consultations to both serviced and non-serviced accounts including Client Request for Proposals as requested by Consumer Services and Customer Operations Teams. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and "what-if" scheduling scenarios
- Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy
- Manages the overall work intake process and capacity for the Business Operations team ensuring all requests are documented with delivery dates and needed information
- Analyzes historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to business units
List of Typical Skills For a Workforce Management Specialist Resume
1
Skills For Workforce Management Specialist Master Resume
- Proven examples of experience working in a demanding enviroment with heavy volume and multiple tasks
- Basic proficiency with SQL, Microsoft Excel (modeling skills, vlookups, pivot tables, graphs, etc.)
- Present detailed information effectively to groups and individuals
- Demonstrated experience creating presentations at an expert level
- Demonstrated experience with working with confidential information
- Proven ability to develop strong relationships with both internal and external constituents
- Work with leadership to effectively optimize production
- Proven track record building and analyzing models using various statistical tools for forecasting and scheduling optimization
- Strong knowledge of contact center systems including IEX, Cisco, and data-warehousing tools
2
Skills For Senior Workforce Management Specialist Resume
- Experience customizing cisco/ CMS reports and implementing new software / applications useful
- Partner with leadership to ensure Workforce Management is being strategic in maintaining consistent customer service experience
- Experience in driving SLA
- Extensive experience with contact center systems including NICE IEX, Avaya CMS, vector/VDN flows and reports
- Experience in working on large scale delivery programs and projects
- Effective self-starter, comfortable working as either an individual contributor or as part of a specialist team
- Experience in working with Google Sheets/Excel
- Workforce management or forecasting experience
3
Skills For Workforce Management Specialist Resume
- Previous experience with scheduling, data analysis or related
- Systems mindset with strong ability to integrate data from multiple sometimes conflicting sources
- Experience in an Operations Center within a Resource Planning / Workforce Management role
- Advanced experience with MS Access
- Experience in Customer Service, Technical Support or Executive Escalations environment
- Help maintain call prompts, queue structures, staffing requirements and skill levels
- Previous retail operations experience
- Experience with contact center systems including NICE IEX, Avaya CMS, vector/VDN flows and reports
- Strong proficiency with MS Office (Excel, Word, Access, Outlook and Powerpoint)
4
Skills For Workforce Management Specialist Master Resume
- Demonstrated ability to generate, interpret and analyze reports
- Experience in an Operations Center within a Resource Planning / Workforce Management role
- Proven ability to apply principles of logical thinking to define problems, collect data, establish facts and draw conclusions
- Strong statistical forecasting techniques
- Demonstrated ability to handle multiple tasks simultaneously in a fast-paced, constantly changing, deadline-driven environment
- Previous experience interacting with senior executives and external professionals at all levels
5
Skills For Senior Workforce Management Specialist Resume
- Responsible for Skilling all contact center representatives
- Experience in contact center scheduling software (ie:IEX, Aspect)
- Experience in a Processing or Contact Center environment
- Develop skill set routing strategies that deliver world class client service and drive contact rates
- Demonstrated previous attention to detail and accuracy in work
6
Skills For Workforce Management Specialist Resume
- Previous Experience in Workforce Management Support is highly desirable but not required
- One (1) year experience in workforce management required
- Experience with student financial aid programs/debt collection programs required
- Creating and maintaining reports from scheduling software and other sources
- Assisting in the coordinating and appropriate allocation and availability of call center staff in order to achieve project goals
7
Skills For Workforce Management Specialist Master Resume
- Taking part in ad-hoc tasks related to Operational Management
- Providing administrative support to the Contact Center and Contact Center Management Staff
- Making necessary adjustments to workforce management software to appropriately track the productivity of Contact Center Agents
- Understanding of contact center metrics, terminology and business processes
- Coordinates personnel actions with supervisors and managers, including initiating, monitoring, and tracking personnel action requests
- Perpetual multi-tasking, Working in multiple systems and watching multiple lines of business all day and communicating thru multiple channels
- Responsible for real-time queue monitoring of Contact Center operation NICE IEX,Cisco Webview / CUIC reporting applications, and other reporting tools
- Complete and certify all MFS and DMCS required onboarding training within the first two (2) weeks of being hired
- Analyzes potential Enterprise performance using various scenarios on staffing, volume, inventory and shrinkage. Identifies potential areas of improvement
8
Skills For Senior Workforce Management Specialist Resume
- Provides hourly, daily, and weekly service level and performance reporting (including queue statistics) for contact centers
- Proficient with contact center systems including IEX, Cisco, and data-warehousing tools
- Delivers daily, weekly and quarterly plans to allocate resources to maintain service levels while minimizing operating costs
- Dedication to completing assigned tasks and meeting deadlines
- Create, maintain, and communicate detailed reporting models to keep regional operations managers informed
9
Skills For Workforce Management Specialist Resume
- Field Services cost management on travel, overtime, and resource flexing
- Analyzes and closely monitors the implementation of newly created or changed call routing strategies and the impacts to the business
- Support the Operational Risk remediation process & High Privileged Users managing
- Leads the creation and implementation of new scheduling and resource allocation strategies for support agents
- Produces and reviews reporting; recommends productivity and efficiency improvements
- High capacity to learn, work under pressure in a continually changing environment
- High level of knowledge from Verint Workforce Management / Impact 360 (Advanced to Expert) for system configuration and troubleshooting
- Needs to display knowledge and understanding of call center performance metrics such
- Advanced knowledge of Excel and Word applications
10
Skills For Workforce Management Specialist Master Resume
- Compressed work week not available
- Able to handle multiple projects in a fast paced dynamic environment and meet critical deadlines
- Monitor vendor performance and collaborate with them to improve results
- Facilitate analysis on strategic decisions to optimize processes within Uber’s customer support network
- Coordinate with various stakeholders across the company to predict and measure the impact and efficiency of new products and business processes
- Movement of resources to/from other regions and to/from other lines of business
List of Typical Responsibilities For a Workforce Management Specialist Resume
1
Responsibilities For Workforce Management Specialist Master Resume
- Assist in preparing ad hoc analysis that enables strong understanding of the business
- Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval
- Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions
- Work to support capacity planning exercises to identify short term and long term staffing requirements
- Responsible for analysis of statistical data, creating and completing client shift selections
- Develops and updates process documentation on workforce management for auditing purposes
- Responsible for providing staffing recommendations and solutions to improve the overall quality, increase efficiency, and reduce overall operating costs within each individual business unit
- Responsible for maintaining and monitoring the Customer Operations game plan to align with the annual strategic plan
- Responsible for maintaining work schedules for certain departments within Customer Operations
2
Responsibilities For Senior Workforce Management Specialist Resume
- Responsible for determining business staff requirements, developing and monitoring schedules, improving resources and scheduling staff based on the models and business needs
- Responsible for analysis, creating and completing client shift selections
- Responsible for Scheduling all off phone activities
- Assist in the troubleshooting all contact center issues
- Proficient in contact center monitoring software(ie:Avaya CMS, Genesis Pulse)
- Assist with the optimizing of schedules and forecasts and communicate results to management
- Create and maintain existing procedure documentation
- Efficiently manage labor resources for our inbound, outbound and work flow, while maintaining and exceed goals and expectations
3
Responsibilities For Workforce Management Specialist Resume
- Tracks multiple increments and daily call volume, AHT and staffing requirements to ensure call volume is in compliance to forecast
- Generates and communicates off phone activity reports, staffing issues, performance measures and call statistics
- Provides regular and on demand reports to management and Operations regarding call center workforce performance, and adherence to attendance policy
- Knowledgeable in statistics, Regression Analysis, and documentation
- Experience performing WFM functions (forecasting, scheduling, real-time management) in a multi-site contact center environment (or comparable work related experience)
- Expertise in MS Office Suite (EXCEL, POWERPOINT, ACCESS, WORD)
- Provide workforce management support services to the Alaska District, US Corp of Engineers
4
Responsibilities For Workforce Management Specialist Master Resume
- Serves as a technical liaison for the District with the Civilian Personnel Advisory Center (CPAC) and Resource Management Office (RMO)
- Lead and facilitate daily huddles to go over performance and daily cadence
- Build collaborative relationships with all internal and external partners
- Customer service in a call center
- Utilize workforce management and contact center tools to understand the current state of performance across all supported projects
- Monitor real-time inbound traffic to help ensure that service levels are met
5
Responsibilities For Senior Workforce Management Specialist Resume
- Prepare and maintain reports, dashboards, daily, weekly, and monthly communications
- Provide guidance on report and dashboard development to team members and management as needed
- Support the Workforce Management Supervisor and Workforce Manager
- Manages team member scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met
- Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization
- Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
- Monitors Real Time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day
- Experience performing Workforce Management functions (scheduling and real-time management) in a multi-site contact center environment (or comparable work related experience)
- Create and maintain contact center shifts and schedules using WFOS based on the tactical forecast capable of meeting performance targets while allowing for training, team meetings and other such events
6
Responsibilities For Workforce Management Specialist Resume
- Monitor all queues and revise schedules in real-time to accommodate absenteeism, fluctuations in volume and changes to team schedules
- Process all attendance issues, send attendance notifications to agents and Supervisors, and elevate risk created by attendance issues
- Propose optimal use of VTO (voluntary time off) and OT as needed to achieved performance targets to the Project Director and, upon approval, notify supervisors and adjust schedules
- Provides training to CSR’s in the use and interpretation of WFOS information
- Provides supervisors and management with performance information to be used in individual performance reviews
7
Responsibilities For Workforce Management Specialist Master Resume
- 2 yrs prior experience in Workforce Management in a large call center or four years of experience using structured methodologies in analysis and/or quality control
- Develop and maintain forecasting/capacity models in an omni-channel environment, continue and enhance techniques that improve the quality and accuracy of the forecast
- Excellent problem-solving, analytical and decision-making skills a strong sense of urgency
- WFM experience or call center experience
- 2-4yrs experience in Workforce Management, preferably in contact centers with at least 50 employees
- Make real-time decisions to meet business needs & demands by moving with a sense of urgency and providing clear data that aligns to overall business goals
- Assist in launching and implementing a WFM technology solution to better gain efficiencies and client satisfaction
- Prepares reports for staffing and scheduling requirements
- Monitor intraday management call volume vs forecast, staffing levels, AHT and adherence levels to ensure that service level agreements are met
8
Responsibilities For Senior Workforce Management Specialist Resume
- Determine daily staffing requirements in an omni-channel environment (chat, email and voice)
- Create innovative ways to schedule, balancing the business needs along with team members needs
- Provide clear concise statistical reporting of WFM results and trends for various contact center teams and business functions and confidently make presentations to small and mid-sized audiences, including client-facing presentations; leverage WFM best practices
- Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the client and/or improve productivity
- Proficiency in the Microsoft Office suite with an expert understanding of Excel
9
Responsibilities For Workforce Management Specialist Resume
- Collaborate with Support Operations Management on identifying opportunities to further optimize our workforce
- Provide queue monitoring assistance to operations team
- WFM system knowledge in either Verint, CSI Virtual Observer, Calabrio, Genesys, IEX or NICE systems
- Self-starter who is proactive and goes above and beyond
- Develop and inform areas of the business on WFM best practices
- Ensure overflow calls are routed to the right team
- Willingness to work perpetual night shifts (US Shift)
- Creates, produces, delivers, and maintains customized Customer Service production reports (daily, weekly, quarterly, etc.) for a number of business units, partners and leadership groups
- Acts as liaison between management and workforce in the implementation of action plans and initiatives that pertain to real-time queue management. Monitors ACD queue statistics and call volume, deploying staff as needed utilizing industry standard techniques
10
Responsibilities For Workforce Management Specialist Master Resume
- Call center/workforce management experience
- One year experience in a contact center production environment
- Provides support through ad hoc reporting and creation of canned auto-run production reports for audits, internal customers, key vendors and leadership groups
- Work under pressure and stress while executing day-to-day operation demand
- Researches, reviews and analyzes service levels to forecast workforce trends
- Reconciles recommendations with budgets based on individual department needs
- Performs historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations based upon projected headcount (e.g., call volumes, intra-day patterns, root cause analysis)
- Forecasts call volumes and resource needs based on historical data/metrics and current trends (e.g., customer acquisition, seasonality)
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