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workforce rta manager resume example with 2+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 2+ years of experience in workforce assessment. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Skills
  • Time Management Data Collection & Research
  • Supervising Experience Managing schedules
  • Team Leader Resolving issues
  • Microsoft Office Approving activities
  • Microsoft Excel Wages and salary
  • Workforce management Training and mentoring
  • Forecasting Team Building
  • Business Analysis
  • Requirements Gathering
  • Business Requirements
  • Statistical Analysis
  • MySQL Workbench; Advanced Microsoft Excel; Project Visual Basic; Visio/LucidChart; Data Analysis;
  • HTML; JavaScript; Financial Analysis; Microsoft Office Products
  • SQL
  • Microsoft SQL Server
  • Five9 (2 years)
  • User Interface (UI)
  • XML
  • Workforce management
  • Microsoft Access
  • Test Cases
  • Genesys (1 year)
Education and Training
AssociateVicksburg High School Vicksburg, MS Expected in High school diploma : - GPA :
Experience
Applied Systems, Inc. - Workforce/RTA Manager
Boise, ID, 04/2022 - Current
  • Provides interval, daily and weekly analysis of forecast versus actual performance across all Key
  • Performance Indicators (KPI’s)
  • Generates staffing reports to identify workforce needs, and subsequently develops staffing plans that align with budget guidelines
  • Creates, prepares and presents “What If” scenarios to ensure minimum service levels are attained
  • Identifies areas of service level improvement and develops action plans
  • Builds, delivers and owns the Capacity Planning Model, Executive Summary and Monthly Business
  • Review documents
  • Provides headcount recommendations for annual budgeting process
  • Informs senior management of scheduling trends or personnel issues
  • Maintains awareness of new Workforce Management Technology, trends and best practices
  • Demonstrates proficiency in understanding the technology solutions of the Contact Center as well as staffing implications and optimal processes to support the business
  • Develops and maintains effective working relationships with all levels of the organization
  • Extensive experience with Contact Center Systems, Call Flows and Reports
  • Participate in meetings as required
PennyMac Loan Services, LLC - Business Analyst II
City, STATE, 04/2021 - 04/2022
  • Provided real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor
  • Produced call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
  • Generated and evaluated staffing schedules, and ensures data updates into scheduling system
  • Compared results to forecast and identify opportunities for improvement
  • Provided daily/intra-day performance reports to leadership
  • Performd forecasting in a contact center environment and schedule to those needs is a must
  • Managed overtime, shift swaps, breaks and PTO requests
  • Coordinated implementation of people-related services, policies and programs through departmental staff
  • Interpreted and improved forecasting models using data collection, data analysis, and statistical tools
  • Performed statistical analysis of service center data, including forecasting and historical trend analysis
  • Facilitated monthly planning meetings with relevant parties; share and adjust accurate short- and long- term workload and headcount forecast
  • Assists in performing complex analysis and modeling
  • Supports with the development of individual department reports detailing key performance indicators (KPI)
  • Provides basic assistance with the developing of comprehensive divisional level daily, weekly and monthly reports detailing the previous months activities, along with year to date and 12 month trend detail
  • Querying for ad-hoc date request reports, work with the applicable department management and provide context to reports
  • Supports the monthly quantitative and qualitative scorecards for all line of business
  • Assisted business units with developing interim business tools to allow for a level of efficiency
  • Demonstrated behaviors which are aligned with the organization’s desired culture and values
Ranstand - Employment Verification Specialist
City, STATE, 07/2020 - 04/2021
  • Checked with every workplace listed on each applicant's resume
  • Use independently obtained phone numbers whenever possible
  • Confirmed if and when the candidate worked there and what job title(s) they held
  • Complied with the federal Fair Credit Reporting Act, and applicable federal and state fair hiring laws
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
  • Reviewed 250 Clients cases per week and verified Employment
MAXIMUS - WorkForce Sr. Specialist
City, STATE, 11/2019 - 08/2020
  • Tracked, analyzed and reported call center and agent performance
  • Analyzed and reported historical data/trends and develop forecast models (short-term & long-term)
  • Managed the scheduling process to achieve maximum productivity with minimum overtime
  • Managed proactive approval and denial of discretionary activities such as overtime, vacations, training, meetings and offline work
  • Provided accurate reporting to support the payroll process, incentive programs, attendance program and real-time schedule adherence
  • Conducted daily and weekly staffing review meetings with supervisors and management and intra-day analysis detailing previous, current, and following week's performance
  • Collection, analysis, and reporting of the historical center and agent performance statistics
  • Coordinated with Recruiting, and Training to plan the hiring and training of new employee resources
  • Worked with Training and Operations to coordinate multi-skill training for existing agents
  • Analysis of real-time workload requirements and call routing to manage performance
  • Recognized and recommend operational and support improvements
  • Experience with NICE IEX
  • Coordinated departmental staffing and scheduling needs including all training, meetings, and miscellaneous events that could affect service levels

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Resume Overview

School Attended

  • AssociateVicksburg High School

Job Titles Held:

  • Workforce/RTA Manager
  • Business Analyst II
  • Employment Verification Specialist
  • WorkForce Sr. Specialist

Degrees

  • High school diploma

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