workforce management analyst resume example with 4+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer 5 years' experience and seeking a dynamic new position.
Skills
Determining Staffing Needs
Workforce Management Tools
Report Writing
Compiling Data
Setting Schedules
Maintaining Service Levels
Developing Models
Flexible Schedule
Relationship Building
Supervision & Leadership
Team Building
PPE Use
Customer Service
Microsoft Office
Good Work Ethic
Friendly, Positive Attitude
Organizational Skills
Conflict Resolution
Active Listening
Critical Thinking
Team Management
Training & Development
People Skills
Data Management
Basic Math
Computer Skills
Reliable & Trustworthy
Problem Resolution
Coaching and Mentoring
Schedule Coordination
Decision Making
Recruitment and Hiring
Microsoft Office Suite
Team Management and Supervision
Handling Complaints
Staff Scheduling
Multitasking and Organization
Workflow Optimization
Handling Customer Complaints
Complex Problem Solving
Data Entry and Maintenance
Call Documentation
De-escalation Techniques
Verbal and Written Communication
Efficient and Detail-Oriented
Customer Account Management
Quality Controls
Employee Training
Database Management
Salesforce CRM
Time Management
Billing Adjustments and Refunds
Patient and Empathetic
Team-Oriented and Cooperative
Work Prioritization
Multi-Line Phone Systems
Experience
Workforce Management Analyst, 11/2020 - Current Great Clips – Grand Prairie, TX,
Monitor all channels and balance service delivery while sustaining or improving the customer experience
Monitor and manage to the daily/weekly/monthly budgeted staffing hours by client/program
Communicate with Operations on intraday requests using extreme professionalism
Update and monitor schedules for current day/week with any exceptions (absence, VTO, OT, training, meeting, etc.)
Analyze data to outline any reasons for under/over performance and recommend actions to improve performance
Support the production, communication, & implementation of service level action plans
Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
Work with operational and support teams to effectively plan VTO (Volunteer Time Off)
Ensure accurate recording and reporting of metrics
Work closely with operations leadership to identify “hot spots” and take appropriate actions to minimize any impacts
Works closely with other Workforce team members in Forecasting, Scheduling and Real-Time
Management
Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
Ensure compliance with company standards and procedures
Performs and handle other essential duties/tasks, as assigned.
Handled all schedule-related requests, including PTO, shift swaps and overtime.
Liaised between employees and senior leadership to address inquiries, complete contract processing and foster problem resolution.
Collaborated with senior and department leaders to develop and implement workforce plans.
Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
Created and updated different documents, reports and spreadsheets with software such as [Sharepoint, Excel and in Contact].
Developed new-hire training materials regarding all attendance and schedule matters.
Sourced, qualified and conducted screening interviews with job candidates.
Prepared employees for assignments by establishing and conducting orientation and training programs.
Managed full-cycle recruiting processes for managerial and executive-level vacancies.
Developed process improvements and streamlined procedures to effectively resolve employee discrepancies.
Developed processes and metrics that supported achievement of organization's business goals.
Demonstrated leadership by making improvements to work processes and helping to train others.
Supervisor, 07/2019 - Current Propak Inc. – Clarksville, AR,
Achievement of intraday, daily, weekly and monthly SLA targets
Attend, manage or organize disciplinary procedures as required
Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service
Ensure client satisfaction
Ensure that all HR related tasks relating to on boarding, performance / behavioral issues and termination of employees are completed timely, thoroughly and accurately
Interact with third party vendors as processes require
Interface with internal and external clients in order to ensure contractual obligations are met and client needs are satisfied
Involvement in operational projects and initiatives
Manage day to day operations and ensure that all daily and other periodic activities are completed as planned
Manage own performance and personal development as a role model within the Call Center
Manage the delivery of contractual service levels in order to satisfy client needs and meet revenue targets
Motivate and develop team leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention
Partner with Quality Assurance and Training organization to ensure expectations are aligned
Partner with Work Force Management to ensure reporting, forecasting and scheduling support
SLAs
Plan, control and manage changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements
Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction
Provide assistance, coaching, measurement, feedback, help and guidance to the Call Center
Provide leadership, direction, develop and maintain team morale 3
Provide responses to client for requests to support business reviews and proposals
Recruit, plan and manage the deployment of resources within the teams in order to maintain a skilled and effective workforce and meet contractual obligations
Regularly review the activities of the department in order to ensure the most effective and cost- efficient approach is used to provide customer service and meet contractual obligations
Relies on experience and judgment to plan and accomplish goals
Review and manage costs in order to meet and improve on agreed budgetary limits
Review service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs met
Support account growth, change management and transformational activities
To review service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs met
Work with management team to ensure compliance with company policy, state and federal employment laws.
Resolved customer complaints and adjusted policies to meet changing needs.
Established and enforced clear goals to keep employees working collaboratively.
Provided ongoing training to address staff needs.
Complied with company policies, objectives and communication goals.
Identified and corrected performance and personnel issues to reduce impact to business operations.
Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
Coached staff members to develop long-term career goals.
Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
Coordinated employee schedules according to shift changes and availability.
Monitored employee productivity to provide constructive feedback and coaching.
Evaluated processes and employee strengths to realign workflows with changing business demands.
Planned and managed resources to consistently meet production, quality and cost goals.
Reviewed completed work to verify consistency, quality and conformance.
Drove quality assurance and effective evaluation, modification and improvement of services and developed work plans consistent with program goals and objectives.
Hired team members and trained in collaborative team environment.
Managed communication within organization and to outside clients and partners and thoroughly documented and reported overnight activities to management.
Team Lead, 10/2018 - Current Aguirre & Fields – Oklahoma City, OK,
Responsible for assisting with a lead queue for team leads to reinforce training with agents while assisting consumers
Responsible for providing excellent customer service to representatives and consumers
Demonstrated a commitment to learning quickly and effectively applying knowledge as well as supporting and creating a productive, positive work environment
Handled escalation phone calls and returns to ensure issues are resolved and consumers are provided information in compliance to company policies
Provide training, mentoring and coaching to call center agents in the form of daily huddles as well as vendor transfer issues.
Delegated daily tasks to team members to optimize group productivity.
Monitored team progress and enforced deadlines.
Fostered positive employee relationships through communication, training and development coaching.
Documented production levels and materials used to keep management informed.
Collaborated with management team to implement new work procedures or policies.
Created and distributed monthly, quarterly and annual reports to management regarding performance.
Followed staffing strategies to achieve production goals.
Offered training and support to keep team members motivated and working toward objectives.
Delegated tasks to team members, maximizing unique strengths and skill sets.
Reviewed completed work to verify consistency, quality and conformance.
Utilized coaching and leadership principles to enhance internal and external team dynamics.
Recommended and executed improvements for production and product quality.
Assigned projects and distributed tasks to team members as per area of expertise.
Conferred with other supervisors to coordinate operations and activities within or between departments.
Customer Service Representative, 10/2017 - Current Dollar Tree – Snellville, GA,
Delivered retail and customer service activities within to optimize and exceed sales targets, profitability and customer satisfaction
Provided technical support for devices, working with technicians to insure customer was satisfied with support provided
Handled calls for customers that required information about their personal accounts and provided them with correct and complete information about their account
Handled escalated phone calls to insure issues were resolved and customers were provided with accurate information
Additional Information
Highly professional, very adaptable, and a fast learner capable of using strong focus in many different environments
Demonstrated ability to work well in a team setting or in an independent setting
Proficient with Microsoft office
Able to adapt to other programs, and to be trained and learn new information and systems proficiently.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Demonstrated excellent communication skills in resolving product and consumer complaints.
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