• Dashboard
  • Resumes
  • Cover Letters
  • Resumes
    • Resumes
    • Resume Builder
    • Resume Examples
      • Resume Examples
      • Nursing
      • Customer Service
      • Education
      • Sales
      • Manager
      • View All
    • Resume Search
    • Resume Templates
      • Resume Templates
      • Microsoft Word
      • Professional
      • Modern
      • Traditional
      • Creative
      • View All
    • Resume Services
    • Resume Formats
      • Resume Formats
      • Chronological
      • Functional
      • Combination
    • Resume Review
    • How to Write a Resume
      • How to Write a Resume
      • Summary
      • Experience
      • Education
      • Skills
        • Skills
        • Hard Skills
        • Soft Skills
    • Resume Objectives
  • CV
    • CV
    • CV Examples
    • CV Formats
    • CV Templates
    • How to Write a CV
  • Cover Letters
    • Cover Letters
    • Cover Letter Builder
    • Cover Letter Examples
      • Cover Letter Examples
      • Customer Service
      • Marketing
      • Sales
      • Education
      • Accounting
      • View All
    • Cover Letter Services
    • Cover Letter Templates
    • Cover Letter Formats
    • How to Write a Cover Letter
  • Questions
  • Resources
  • About
    • About
    • Reviews
  • Contact
  • jane
    • Settings
    • Help & Support
    • Sign Out
  • Sign In
Member Login
  • LiveCareer
  • Resume Search
  • Supervisor Work Force Planning and Analysis
Please provide a type of job or location to search!
SEARCH

Supervisor Work Force Planning and Analysis Resume Example

Love this resume?Build Your Own Now
SUPERVISOR WORK FORCE PLANNING AND ANALYSIS
Highlights
  • Call center management experience
  • Telecommunications knowledge
  • Troubleshooting skills
  • Proficient with Microsoft Office Suite

Accomplishments

  • Ovation Award 12/16/2013 Mark Call, Thomas Durkin, and Rudy Ducos - Managers CM&B
  • Ovation Award 10/29/2009 Manager/Director
  • Ambassador Award 07/11/2000 Nancy Buchanan- Manager
  • Leaders Club 12/31/2003 Diane Ferber Vice President Receivables Management
  • Circle of Excellence 2003 05/23/2003 Manager/Director
Experience
Supervisor Work Force Planning and Analysis03/2009 to CurrentTech AirOmaha , NE
  • Responsible for all aspects of analyzing staffing and delivering force metric objectives for 187 employees in 7 call centers.
  • Monitor all force performance metrics, resource requirements and utilization via various resource management systems; IEX, Totalview and CMS.
  • Responsible for real time resource management across 7 call centers including real time adjustments based on business needs
  • Monitor intraday traffic and real time staffing to ensure service level goals are met.
  • Manage schedules and time off requests along with schedule and coordination of all activities including training, offline, vacation, meetings and development time.
  • Coordinate and facilitate all force related training in local office (Totalview, Avaya 1X, Webstation).
  • Analyze schedules to optimize occupancy and service level to enhance the customer experience.
  • Backfill for immediate supervisor in her absence, fulfilling all responsibilities.
  • Built strong relationships with all levels of management to aid in getting the job done.
Supervisor Credit-Collections 06/2007 to 12/2007Tech AirOverland Park , KS
  • Supervised team of 18 consultants to achieve or exceed the CFS-TMM objectives through coaching and development.
  • Performed Observations and Audits.
  • Evaluate performance and suggested and implemented action plans to support consultants in maintaining/improving their overall performance.
  • Administered Corproate Attendance Plan as needed.
  • Single Point of Contact for system access and system issues for the Philadelphia Center.
S[pcialist Credit-Collections 01/2005 to 06/2007VerizonCity , STATE
  • Communication and Metrics
  • Monitored reported system issues. Evaluated validity, and reported to system SME's to ensure timely closure.
  • Analyzed current state of system outages and reporting.
  • Managed 400-500 issues monthly. Identified critical issues, escalated as needed.
  • Established Town Hall Forum for presenting and reviewing issues/enhancements with IT and EAR team.
  • Tracked and monitored currency levels.
  • Proposed Mechanization eliminating 27% of manual work for 2005-06.
  • Receivables Management Staff contact for Sarbanes-Oxley Audit
  • Reviewed and audited Bankruptcy accounts for accuracy and process flow.
  • Reviewed accounts, explained the WEST process to internal auditors.
  • Implemented Corrective Action Plans
Supervisor Credit-collections 01/2004 to 01/2005VerizonCity , STATE
  • Tracked and maintained absence records for the Wilmington and Hershey offices.
  • Supervised force and clerical staff of 6.
  • Tracked and analyzed absence cases to identify absence abusers and patterns.
  • Prepared summaries for review as needed. Interact with Absence Reporting Center, Family Medical Leave Team, Met Life and Worker's Compensation ensuring cases were current and correctly documented.
  • Daily contact with Team Leaders in Wilmington and Hershey to ensure proper administration of the Regional Attendance Plans.
  • Partnered with Team Leaders in incorporating and documenting TouchPoints Discussions.
  • Prepared Mid Year attendance information for Team Leads providing snapshot of their team results.
  • Prepared absence reports for distribution to manager, director and Senior Leaderhip on a monthly and as needed basis.
Supervisor Credit- Collections (Bankruptcy Team) 05/2001 to 01/2004VerizonCity , STATE
  • Coached and developed 25 consultants through auditing.
  • Developed and implemented performance appraisal based on bankruptcy requirements.
  • Formulated productivity rates for bankruptcy work through analysis of capacity plans.
  • Aligned Quality Reviews to ratings on Performance Appraisal.
  • Transitioned from BANKO to PACER reducing cost per transaction from $1.50 per search to .07 cents.
  • Reduced backlog from 12 months to current with in 5 business days by refocusing priorities and cross training consultants on all aspects of bankruptcy.
  • Increased filings in proof of claims resulting in approximately $100,000 in recouped money through trustee payments, a 75% increase over 2002.
  • Worked with the vendor regarding the functionality, implementation and training of the Electronic Bankruptcy Notification to Delaware Bankruptcy office to reduce paper mail volumes, and allow for same day receipt of filings and documents.
  • Coordinated training for the transition of Bankruptcy work to contracted vendor, ensuring a smooth transition for internal and external customers.
Education
Bachelor of Science: Political Science1987University of ScrantonCity, State, USA

Bachelor of Science1987 Political Science University of Scranton

Certifications
Professional Affiliations

Women's Association of Verizon Employees (WAVE) Member

Skills

Microsoft Office Suite

IEX Total View

Avaya CMS

Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

65Fair
Resume Strength
  • Completeness
  • Formatting
  • Word choice
  • Measurable results
  • Strong summary
  • Clear contact info
  • Typos

Resume Overview

School Attended

  • University of Scranton

Job Titles Held:

  • Supervisor Work Force Planning and Analysis
  • Supervisor Credit-Collections
  • S[pcialist Credit-Collections
  • Supervisor Credit-collections
  • Supervisor Credit- Collections (Bankruptcy Team)

Degrees

  • Bachelor of Science : Political Science 1987

Create a job alert for [job role title] at [location].

×

Advertisement

Similar Resumes

View All
Work-Force-Manager/-SS&C-resume-sample

Work Force Manager/ SS&C

Harsco Corporation

Inglewood , CA

Work-Force-Development-resume-sample

Work Force Development

Volunteers Of America - Oregon

Portland , OR

Senior-Director,-Financial-Planning-&-Analysis-resume-sample

Senior Director, Financial Planning & Analysis

Adamas Pharmaceuticals

Fort Worth , TX

  • About Us
  • Privacy Policy
  • Terms of Use
  • Sitemap
  • Work Here
  • Contact Us
  • FAQs
  • Accessibility
  • EN
  • UK
  • ES
  • FR
  • IT
  • DE
  • NL
  • PT
  • PL
customerservice@livecareer.com
800-652-8430 Mon- Fri 8am - 8pm CST
Sat 8am - 5pm CST, Sun 10am - 6pm CST
  • Stay in touch with us
Site jabber winner award

© 2022, Bold Limited. All rights reserved.