Workforce Management Supervisor Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) XXX-1000 - Cell: - - -
Energetic, motivated, and professional individual looking to further herself, her career, and the company. 8+ years experience in the call center industry and want to continue to grow within the business.
Knowledgeable with phone systems such as: 
  • Manage Queues
  • Various reporting ran by individual, group, skills, or VDN
  • Managed skills
  • Utilized CMS Site Admin tool
  • Created and assigned Avaya IDs
  • Utilized CMS Supervisor tool 
  • Monitored call volume
  • Various reporting ran by individual, group, and skills
  • Managed skills
  • Managed queues
  • Managed call volume 
  • Various reporting ran by individual, group, and skills
  • Managed skills
  • Managed queues
  • Managed call volume 
  • Various reporting ran by individual, group, and skills
  • Managed skills
  • Managed queues
  • Managed call volume 

Aspect and eWorkforce Management

Various reporting by individual, assigned supervisor, and group:
  • WFM Daily Performance
  • Week At a Glance
  •  Adherence View
  • Real Time Sign In and Out Data 
  • Shrinkage and other superstate reports
Verint Impact 360/Form Design
  • Perform searched by individual and teams
  • Reviewed and evaluated calls
  • Ran various reports on individual and teams to document QA scores as well as identifying trends
  • Created and built two QA forms for two different accounts
Microsoft Office

04/2015 to 01/2017
Workforce Management Supervisor Simplisafe Taunton, MA,
  • Managed a team of 13 WFM analysts.
  • Analyzed real time contact center data and communicated forecast requirements to center management.
  • Maintained customer contact compliance and attendance data.
  • Ensured accurate and timely generation of workforce reports.
  • Determined and implemented staffing needs based on forecast requirements.
  • Initiated appropriate actions to ensure contractual obligations regarding WFM to meet client standards.
  • Maintained integrity of related software and data received/reported.
  • Identified, resolved and escalated volume, staffing and systematic concerns to the operation team.
  • Conducted interviews and made hiring decisions for WFM Analysts.
  • Attended Staffing and Headcount meetings to ensure appropriate staffing was in place to address forecasted volume arrival patterns.
  • Assisted in the implementation and launching of new phone systems for several accounts resulting in more efficient and productive performance.
  • Assisted with starting and launching two new accounts to the call center which brought in more revenue for the company.
  • Software: Verint, Aspect, Avaya, Spoken.
  • Utilized Pivot tables, VLOOKUP, Macros in Microsoft Excel to track post call messaging.
02/2013 to 04/2015
Quality Assurance Supervisor (Virgin America Airlines) Telvista, Inc. City, STATE,
  • Learned to navigate reservation tool, Guest Care Console and other tools related to program with a major airline.
  • Trained multiple classes for airline program.
  • Managed a team of Quality Assurance Associates.
  • Coached QA Associates on providing feedback to Agents and directed process on communicating observations trends to the Operations team. Designed and implemented Quality forms for client.
  • Participated in and hosted Internal and Client Calibration sessions weekly.
  • Independently transcribed 100-300 post call CSAT surveys daily and provided data to the Client and Operations.
  • Managed the process of provided feedback and coaching details obtained from after call CSAT surveys.
  • Implemented new Quality guidelines.
03/2010 to 2015
Contact Center Supervisor (Verizon, VCOM, 7-Eleven) Telvista City, STATE,
  • Provided direct supervision to a team of 15-30 employees to produce successful results using prescribed policies and procedures.
  • Coached, trained and developed direct reports.
  • Composed and administered formal performance appraisals and periodic reviews of goals/objectives, per schedule.
  • Motivated associates to improve performance by developing and implementing innovative recognition ideas.
  • Initiated and conducted progressive discipline and recommended/conducted terminations, if appropriate.
  • Planned and organized work for team of reports.
  • Initiated and implemented appropriate actions to ensure team compliance with quality, productivity and retention standards.
  • Initiated and implemented appropriate actions to ensure department standards were met.
  • Trained new hire classes for a technical support and customer service line of business during a transition of business to a new call center location
  • Worked with the client one on one dealing with cases, calls, escalations, and requested reports.
  • Performed weekly calibrations with client.
  • Reviewed staffing reports and ensured proper phone coverage for day and night shifts.
  • Managed PTO/VTO requests for reports.
  • Performed time card reviews, corrections and submissions for reports.
  • Time Management
  • Root cause analysis skills
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Strong leadership skills
  • Excellent verbal and written communication skills with co-workers, management team, other Departments, and vendors.
  •  Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Organized with an emphasis on accuracy and timeliness.
  • Ability and willingness to learn new software applications.
Education and Training
Expected in 2003
High School Diploma:
- ,

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Resume Overview

School Attended
Job Titles Held:
  • Workforce Management Supervisor
  • Quality Assurance Supervisor (Virgin America Airlines)
  • Contact Center Supervisor (Verizon, VCOM, 7-Eleven)
  • High School Diploma