Workforce Analyst Resume Samples

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J Jacobi

Jaren

Jacobi

8923 Zemlak Orchard

Houston

+1 (555) 288 4262

8923 Zemlak Orchard

Houston

Phone

p +1 (555) 288 4262

Experience Experience

Dallas, TX

Workforce Analyst

Dallas, TX

Davis-Wolf

Dallas, TX

Workforce Analyst

Provide reports to management and communicate reasons for variances and recommendations to management for improved performance
Create test scripts and execute user acceptance testing on the workforce management system
Management of Executive Dashboard within the Workforce management solution for Senior Management
Creates business process/workflow for agents across SBS to use self-serve functionality in workforce management scheduling
Assist scheduler/Team Manager (weekly) with revisions of work schedules
Real-time feedback and performance trend information is provided to process owners to be used for continuous improvement
Support our operational partners by providing services via the Workforce Management system and process

Philadelphia, PA

Real Time / Workforce Analyst

Philadelphia, PA

Carter LLC

Philadelphia, PA

Real Time / Workforce Analyst

Analyze call volume patterns to manage work shifts, lunches and breaks. Maintain communication channels regarding events that impact call volumes
Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system
Provide informational updates regarding recent, current, and future state of the business
Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc
Maintain daily event log of any systemic or operation issues impacting regional performance
Working knowledge of elementary statistical concepts
Completes post-mortem analysis to highlight areas of opportunities and planning adjustments

present

Dallas, TX

Senior Workforce Analyst

Dallas, TX

Rau LLC

present

Dallas, TX

Senior Workforce Analyst

present

Develop and maintain regular and ad-hoc reporting for sales/service analytics using internal data sources and verifying with external vendor reporting
Supporting analytics and associated reporting involving internal labor modeling, location strategy, organization workforce design, and other workforce metrics
Create and maintain call center reporting infrastructure. Maintain staffing models and participate in forecasting and scheduling process
Collaborate with the Training team on developing and conducting training for end users on all workforce management systems and subsystems
Evaluate risks i.e timing, launch date during a critical period or during a period where FTE condition to meet service level is already tight
Use workforce management software and staffing history to help manage staffing levels and to determine the most effective methods for staffing adjustments
Directs the daily activities of local WFM staff, including all scheduling and real-time monitoring activities

Education Education

Bachelor’s Degree in Business

Webster University

Bachelor’s Degree in Business

Skills Skills

Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
Strong analytical and logical skills paired with strong attention to detail
Good organizational skills, time management, prioritization, detail and the ability to work both independently and within a team environment
Excellent communication skills, with the ability to express technical knowledge, processes, and procedures clearly for a non-technical audience
Hard Skills: Strong knowledge of labor modeling and labor modeling software. Working knowledge of Reflexis
Comfortable with changing priorities, with the ability to adapt quickly
Demonstrates reliability and strong customer service skills per attendance record and call quality average
Ability to be proactive, detail oriented, and organized, with good follow-up skills
Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with internal partners to drive results

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Workforce Analyst Resume Examples & Samples

Consults with internal clients to outline scope and business issue to analyze. Designs analysis, confers with client and brings project to completion
Completes assigned reports with varying frequencies utilizing various systems (e.g. Workday) and tools (e.g. Excel, Access). Ensures data is accurate and delivered on time to appropriate recipients
Communicates with other departments across the company as necessary. Works with other departments to coordinate interdepartmental activities. Assists in problem resolution as needed to ensure that internal customers receive prompt, efficient service
Provides training to HR Generalist staff on self-service reporting capabilities. Builds tools and public reports/queries to enable HR Generalists to be self-sufficient in producing data for their workgroups
Independently gathers, compiles and analyzes data qualitatively and/or quantitatively. Conducts follow up and data verification as needed. Based on analysis, develops proposal for further action as necessary and presents recommendations to stakeholders
May manage projects of varying degrees of complexity and/or visibility. Responsible for creating project plan, communicating with stakeholders, working through obstacles and executing on commitments as outlined
Conducts quality assurance reviews on data. Review includes analysis, summary of findings, presentation format and content
Designs reports for business intelligence tool to inform management decision-making, policies and practices. Gathers business need, designs report, presents proposal, obtains approval and executes solution with technical report writer (who builds reports in tool). Report solution utilizes available data appropriately, meets business needs, is produced efficiently, and generates accurate data/results
Proactively works to improve reporting (value-add, efficiency, quality, speed-to-market) and delivery processes considering all available technologies
Bachelor's degree in Human Resource Management, Business, Statistics or related field required
3-5 years direct experience working in HR Analytics, Business Analytics, HR Generalist, or HR Information Systems roles required
Strong background in data extraction, manipulation of raw data, data relationships, data mining, ad-hoc analysis and metrics presentations required
Experience with Workday data analytics preferred

Workforce Analyst Resume Examples & Samples

Produce schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals
Monitor daily and hourly service levels and make real-time adjustments to schedules to ensure target goals are met
Manage and communicate overtime needs in conjunction with senior leadership
Facilitate weekly/monthly service planning and forecasting meetings with leadership team
Prepare daily/weekly/monthly metrics reports for distribution to leadership team
Make recommendations and help set priorities when planning and scheduling off phone activities
In partnership with the leadership team, monitor IEX and Avaya systems to allocate workload appropriately
Coordinate with Client Advisory Center leadership to incorporate seasonal variations, trainings, and special events that impact call volume
Review IEX and Connect reports with operations and call center teams to identify areas of opportunity and improved efficiency
Manage vacation allotments for employees to ensure appropriate staffing
Minimum 3 years workforce experience within a call center environment
Advanced understanding of call center operations, contact flow and metrics
Highly proficient in Microsoft Excel, PowerPoint, Microsoft Office, and other applications to facilitate data analysis and present findings
Very strong sense of future forecasting and long term models of call volume using previous business and real time business trends
Proficient time management skills
Demonstrated ability to multi-task in a fast-paced team environment
Attention to detail, follow-through, and accountability
Self-motivated, enthusiastic team player capable of working independently and cooperatively
Must be able to identify root causes to problems and develop measurable solutions to eliminate re-occurrence

Workforce Analyst Resume Examples & Samples

Significant communication with Recruiters, LBMs, Line Managers and teams globally to investigate questions, resolve issues, communicate approved ATRs and update information
Production and distribution of weekly and monthly hiring status reports
Maintenance of the Access Database and Sharepoint which stores all hiring data, and ensure data is accurate and complete
Advanced Excel
Flexible attitude and ability to think proactively

Workforce Analyst Resume Examples & Samples

All Business Majors, BS in Mathematics or Statistics, or transferable skills to support this position
Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner
Proficient in MS Office software, including Word, Excel, and PowerPoint
Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment

Workforce Analyst Resume Examples & Samples

Bachelor's degree or equivalent experience preferred
SQL, VBA, HTML coding or Access database proficient
Experience conducting data analysis and ad-hoc reporting. Aspect, Blue Pumpkin, IEX or other Workforce Management software experience

Workforce Analyst Resume Examples & Samples

Ability to make decisions regarding call volume and work schedules and implement change using the appropriate influence skills
Must be able to work independently and with little supervision
Ability to analyze large amounts of data in order to identify trends and patterns - to tell the story behind the data
Bachelor's Degree required with a minimum of 5+ years in a Call Center WFM role
3 years+ scheduling, capacity planning experience
Proven ability to effectively influence and manage people, processes, and technology
Strong collaboration, verbal and written communication skills
Highly analytical with a proven background to work with and understand what the data and metrics are telling us and to make recommendations for improvement

Workforce Analyst Resume Examples & Samples

Perform moderately complex analysis, using multiple systems, to assist Workforce Analytic leaders for use with clients to address data inquiry requests and questions. Create materials and provide initial recommendations for review and use by Workforce Analytics managers to satisfy client requests
Responsible for HR business partner relationship in partnership with Workforce Analytic leader
Extract applicable workforce data from SuccessFactors/Inform or PeopleSoft for use/analysis in other systems
Participate in meetings to observe and evaluate manager and client needs to provide effective reporting and analytical solutions for business operations
Model internal employee data to track trends and predict probable outcomes for a particular business unit
Bachelor’s Degree in Mass Statistics, Math, Finance or equivalent
0-1 years of data analytics experience
Strong ability to understand requests and effectively communicate recommendations and analysis results
Strong relationship and communication skills
Inform software knowledge/experience preferred
Quantitative skills with the ability to use statistical analysis software
Access skills preferred
Proven programming experience and application of computer analysis techniques

Workforce Analyst Resume Examples & Samples

Update configurations and plan enhancements to the workforce management system
Ensure efficient operation and accurate scheduling in Barnes & Noble stores
Identify and report on opportunities to optimize scheduling efficiencies in the stores
Create test scripts and execute user acceptance testing on the workforce management system
Track issues and troubleshoot escalations
Analyze and create reports based on factors impacting store workload
Design and execute workload-related reports for the vice president, director of stores, the director of store operations, and the field
Monitor and report on freight delivery schedules in partnership with the distribution centers and inventory managers
Act with integrity and trust, promoting our bookselling culture and the core values of Barnes & Noble
Minimum of 2 -3 years of operational analysis
Ability to gather information, interpret findings and make recommendations
Extensive experience with Microsoft Excel
Math skills (statistics experience is a plus), and project management skills
Proficient in Microsoft Word and Access
Must be detail-oriented and able to multitask
Managing time efficiently while working under strict deadlines and time constraints

Workforce Analyst Resume Examples & Samples

Prior Workforce Management or Contact Center experience; ability to understand the daily needs/interactions of a call center environment
Must be available to work different shifts Monday-Saturday during support hours of 7:00am – 7:00pm
Intermediate to Advanced proficiency with Microsoft Excel, Word and PowerPoint
Demonstrated proficiency with time management
Must be comfortable with using and adapting to new and existing technology
Ability to multi-task and prioritize while completing high profile tasks or deadlines
Excellent organizational follow-up skills
Associate’s or Bachelor's degree
Prior experience in Workforce Management or Contact Center setting

Workforce Analyst Resume Examples & Samples

Monitoring, tracking, and analyzing of call center performance across Humana Contact Centers
Comparing actual Contact Center performance to forecast and trend assumptions
Serving as a centralized triage contact for telephony and system issue impacts to centers
Partner with Telecom and IT resources to manage and resolve service-impacting events
Serving as a centralized source for WFM data
Partnering with WFM teams to assist with the continuous improvement of department processes, procedures, and functions
Providing tours of the National Command Center to current and prospective internal and external customers upon request
Ability to work a 10:30am - 7pm M-F shift and rotating on-call
BS Degree or equivalent experience
3+ years of customer contact center experience
Prior Workforce Management experience
Strong analytical and problem solving skills are vital to this position
Must possess excellent verbal and written communication skills as this position frequently interacts with Senior Leadership
Experience using Avaya CMS Supervisor desired
Experience in a Geotel/Cisco ICM environment or Avaya ICR environment highly desired
Experience working with Aspect eWFM 7.5 or later

Workforce Analyst / Forecaster Resume Examples & Samples

Associates Degree Required. Bachelors Degree strongly preferred (will consider equivalent combination of experience and education)
Minimum of 5 years’ experience in a Call Center environment with at least 4 of those years in a Planning / Forecasting capacity
Experience with one of the following systems is preferred; Five9, SalesForce
Must be proficient in MS Excel, and have a solid background in all MS Office products
Knowledge and experience with call flow technologies and strategies
Experience presenting reports, forecasts, trends and recommendations to the team and senior management
Dependability regarding completion of assignments and attendance
Dedication to providing exceptional customer service
Self-motivated to achieve greatness in a fast-paced work environment
Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
Proven ability to interact effectively with people and use decision making skills
Ability to work well and accept challenges in a fast paced, dynamic environment
Ability to learn new software programs and systems quickly

Workforce Analyst Resume Examples & Samples

Relationship Manager administration in Aspect E Workforce Management including but not limited to schedules, adjustments, availabilities, and paid time off administration
Scheduling of all off-phone activities including but not limited to team meetings, trainings, and projects
Developing, preparing and distributing reports utilizing Aspect E Workforce Management, Avaya CMS and other available tools
Analyzing trends and providing input on improving call center metrics including service levels, abandon rates, average handle times and occupancy
Monitoring Relationship Manager activities as close to real-time as possible
Real Time day to day decision making without seeking higher authority. Role has impact on the success of the functional area
Ability to communicate to various levels both up and down chain of command
Demonstrates ability to multitask and re-prioritize accordingly

Workforce Analyst Resume Examples & Samples

Updating of SOW tracker based on SOW funding requests for new and extended engagement for consultancy, projects and other expenses with the following details: Description, Requestor, Cost Centre, Purchase Order Amount, Unique ID, Covering Dates and others
Monitoring the status of the SOW and follow up if necessary to secure all required documentations including Approval Memo, business email approval, Business Management approval, Agreement or Contract for Technology spend
Raising carts and maintaining the record of Cart Numbers and Purchase Order Numbers
Monitoring the cart age as a basis for follow up in the P2P approval chain
Providing updates and reminders to Management regarding cart approval status, invoice approval status, and documentation status on a regular basis
Supervising completion of end to end P2P Process
Providing updates on invoice reconciliation on an adhoc basis
Presenting an effective and accurate response to query or concerns based on P2P process knowledge
Carrying out detailed analysis to identify root cause of issue for invoice payment delay or other concerns as raised by managers and Procurement through use of various reports and systems and the end to end knowledge of the P2P process
Identifying continuous improvement opportunities within the P2P process
Maintaining up to date procedures and documentation
Assisting other Workforce Management related tasks with direct or indirect impact to the end to end P2P process
Extensive knowledge with MS Office applications, Sharepoint and Procure-to-Pay System
Experience in a Procurement, Finance or HR function dealing with Purchase Orders, Invoices, Billings, Vendor management (advantage)
Bachelor's degree or directly related job experience
Drive for continuous improvement approach to current processes
Familiarity with Clarity application is an advantage

Call Centre Workforce Analyst Resume Examples & Samples

Monitor schedule adherence
Produce/Maintain reports
Identify trends and areas of opportunity
Schedule training, meetings, etc
Assist in work from home inventory management
Package and transport work from home equipment
Provide initial trouble shooting for any issues with home agents

Fan Services Workforce Analyst Resume Examples & Samples

Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc. Uses this information as the basis for forecasting staffing requirements on a daily/weekly and long term basis
Creates and edits shift scenarios to maintain optimal staffing levels within the call center.
Perform on-going analysis including tracking and analyzing performance by individual and by team.
Reporting actual performance to standards; analyze performance trends and impact on goal achievements
Analyzes performance metric data to identify process and performance improvement opportunities
Quantifies those improvements activities for the business and develops a cost/benefit analysis
Gathers fact based information and provides sound analysis of that information to assist in solving business problems
Takes the initiative to plan or develop changes to policies and Workforce Management (WFM) processes in order to increase efficiencies within the department, and meet the needs of the internal and external customers
Works collaboratively with Management to ensure that both needs of Management and budget restraints are met
Uses historical performance trends of past studies to determine optimal calling plan, craft forecasts and schedules for future performance
Ability to establish relationships, and communicate on a daily basis with all levels of employees including upper management
Ability to work in a fast paced environment where multitasking is expected

Senior Workforce Analyst Resume Examples & Samples

Maintain Workforce Management system with accurate call history and arrival patterns
Conduct regular trend analysis
Provide accurate forecasts (30-minute interval to monthly) to operations team and internal partners
Maintain accurate headcount numbers and hire plan data
Proactively make recommendations on staffing to maximize KPIs
Manage internal requests impacting the staffing plan
Create & publish regular and ad hoc reports
Facilitate meetings with senior management team
Present analytical data to senior management team
Identify & implement internal process and/or tool improvements
Maintain financial forecasting for CS Labor budget
College degree preferred Minimum 4+ years of experience in forecasting and scheduling with a workforce management software required
Ability to work in a fast-paced environment where multitasking is expected
Excellent problem-solving and follow-up skills

Gwfo Workforce Analyst Resume Examples & Samples

Previous Workforce Management and/or Contact Center experience is a plus, but not required
Ability to effectively influence others, including Senior Management and Business Partners
Proactively lead and oversee daily operations of assigned business projects
Make decisions that reflect company core principles; be accountable for and hold others accountable to standards

Senior Workforce Analyst Resume Examples & Samples

Analyze and interpret call center statistics, recommend process and workflow changes to improve service levels
On site contact and/or administration for call center technology tools
Resolves escalated customer issues and determines appropriate action and/or adjustments
4-5 years experience in an innovative Call Center environment
Strong experience with Microsoft Excel and Microsoft Access required
Successful track record in Project Management; past experience utilizing project management techniques and tools
Previous experience with I360 forecasting and scheduling software
Previous experience with CMS reporting
Strong analytical skills and ability to interpret call center data and information
Prior experience with call flow diagnostics and computer telephony integration, ACD administration and PBX

Ccb-workforce Analyst Resume Examples & Samples

Demonstrated data analysis experience to support process improvement recommendations
Demonstrated verbal, written, and presentation communication skills
Preferred knowledge of Call Center Operations & Workforce Management
3-5 years experience with Microsoft development tools and technologies including MS Office, MS Project, MS Visio, VB, Access, SQL, and Reporting Services
Strong SQL knowledge (100K+ rows)
VBA knowledge for writing macros in Excel
Experience in process automation or technology solutions to support the business requirements

Workforce Analyst Resume Examples & Samples

Our Department of Defense contract requires U.S. Citizenship for this role
2 - 5 years of call center workforce management experience
H.S. Diploma or GED
Ability to analyst data and trends
Strong knowledge of Microsoft Excel - to be able to create graphs/charts, etc
Strong written and verbal communcation skills
Ability to interrelate with diverse departments and associates
Experience with workforce management software (Aspect, IEX, etc)
In depth knowledge of Avaya or comparable phone system
Ability to prepare and deliver formal presentations

Senior Workforce Analyst Resume Examples & Samples

Bachelor's degree in accounting, finance, economics, or any other quantitative field
Master's degree in related field with a business focus, strongly preferred
4 to 7 years of relevant analysis work experience with critical attention to detail and accuracy
Comfortable working independently, with experience working in a team environment.

Workforce Analyst Resume Examples & Samples

Advanced knowledge of Call Center Operations
Strength in quantitative analysis, critical thinking, problem solving and innovation
Comfortable with ever-changing business environment and changing job priorities
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
Must be flexible with work schedule to accommodate business needs
Ability to adapt quickly to change
Ability to work in a consistently fast paced environment
Must be able to work independently and in a group environment
5 years or more experience working in a large call center or similar environment is required
5 years experience processing, forecasting, staffing, and scheduling required
Strong skills in Microsoft Office products (Excel, Work, Powerpoint etc)
Experience with collaboration, communication and presentation skills required
5 experience using Apsect eWFM, Avaya CMS or equivalent WFM Scheduling tools
College degree or similar work experience required

Ccb-workforce Analyst Resume Examples & Samples

Advanced data management position performing complex assignments requiring advanced analytical and technical skills
SharePoint Administration
Responsible for supporting workforce management processes and data analysis for our multiple contact centers
Responsible for WFM processes for implementations, assist with the maintenance and enhancements of various call center management tools, and provide analytical data support to the leadership and support teams
Analyzes data, evaluate existing reporting methods, and recommend efficient solutions which support business processes and functional requirements
Partner with leadership team to provide continuous improvement of department process, procedures and functions
Develop, execute and audit both standardized and ad-hoc reports
Understand business needs; determines, documents, and prioritizes requirements from the business and presents these requirements in a manner that is agreeable, measurable, and flexible
Conducts complex analysis and evaluations of business needs to meet service levels for all queues in the supported lines of business
Applies statistical analysis to compile necessary information to make the appropriate business decision to drive service level achievement
Communicates tactical day-to-day direction aimed at meeting overall service level objectives
Conduct daily, weekly, and monthly meetings with supported lines of business
3- 5 years experience with Microsoft development tools and technologies including MS Office, MS Project, MS Visio, VB, Access, SQL, and Reporting Services

Workforce Analyst Resume Examples & Samples

5 years’ experience with a Call Center Workforce Management required
3 years’ experience in management of people required
Experience and knowledge of Call Center Operations within a multi-site environment required
Two year college degree or equivalent work experience required
Must be able to work independently required
Two years’ experience in a call center that uses automated tracking tools required; preferably EWFM software required
Demonstrated ability to analyze data within limited time frames and recommend alternatives to upper management preferred
Experience with Automatic Call Distribution (ACD) and Call Management System (CMS) systems and reports required
Excellent PC skills and a working knowledge of the Windows NT Operating System
Strong skills in MS Excel, Access and PowerPoint
Understanding of Analytical/Data Mining Systems (ie. Tableau, SQL)

Workforce Analyst Resume Examples & Samples

Assist in the development of the Command Center team
Associate’s degree in business or related discipline or equivalent experience
3 years experience in a contact center workforce management environment
Flexibility in scheduled hours
Maintain a professional demeanor, able to work independently and as part of a team, confidentiality of any sensitive information
Thorough knowledge of Microsoft Excel, Access with experience in formulas, pivot tables, VBA, and creating queries
Experience with workforce management (IEX TotalView, Genesys) and call routing / skilling (Avaya CMS Supervisor) applications

Workforce Analyst Resume Examples & Samples

A-Level or Equivalent
Successful interaction with a complex user base
Understanding of HR KPI's and metrics
Ability to organise data into meaningful reports
Advanced Microsoft skills
Strong working knowledge of HR databases
Evidence on the use of database packages and reporting methods

Contingent Workforce Analyst Resume Examples & Samples

Ensure each new contingent worker is entered in UltiPro accurately and completely. Audit Weekly
Complete new contingent worker and contingent extension forms for Managers as requested
Extend and terminate contingent workers as requested. Receive proper approvals for all contingent worker extensions as necessary. Ensure that the extensions are within policy and secure proper approvals
Inform relevant parties of approved extension date and terminations
Assist with the submissions of Talon forms and ensure timely approvals of forms
Input contingent worker data into People Table (employee ID numbers and function)
Excellent customer service orientation
Excellent Verbal and Written Communication skills
Outstanding organization and prioritization skills
Expert at multi-tasking and functioning efficiently in a high volume, high risk and fast paced deadline oriented environment
Proactive individual able to operate efficiently in a fast paced environment
Ability to professionally, tactfully, confidentially, handle sensitive data
Ability to effectively interact with all levels of staff/management
Strong negotiation/persuasive skills
Business savvy – preferably with financial institutions

Workforce Analyst Resume Examples & Samples

Responsible for real-time monitoring, queue management and schedule adherence tracking across sites
Monitor, track and report site activities and employee occurrences; communicate staffing discrepancies to Team Leaders
Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules
Actively manage volumes across sites to ensure optimal staffing levels
Facilitate agent/associate skill assignment
Plot exception segments into the workforce tool on a daily basis
Attend to email inquiries, schedule adjustment requests and ad hoc tasks
Process agent VL applications and swap requests
Act as a single point of contact for WFM regarding system-related issues that impact production. Track and report issues and resolution
Create accurate and timely reports that reflect the team's performance
Execute WFM intraday requirements such as trend analysis, WFM analytics, short term forecasting/ reforecasting, and schedule optimization
Participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance
Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
Knowledge of Canadian Contact Centre Operation processes
Knowledge of tools and resources utilized by the Workforce Team
High level of mathematical, statistical and analytical skills
Adept at data collection, summarization and analysis of metrics
Prepares well-composed oral and written reports and presentations for management and business unit audiences
Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring, forecasting approvals/exceptions, etc
Knowledge of system issue escalation procedures

Workforce Analyst Resume Examples & Samples

Contribute to the Workforce Planning process by providing expertise in the areas of data analysis and forecasting and participating in the development of strategies to address future workforce needs
Improving workforce planning policies and processes and participating to large workforce planning projects and initiatives
Support the design and implementation of call volume forecast and contributing on the efficient capacity planning of call centre and back-office operations
Sustain effectively the current call centre workforce analysis and migration activities as well as the capacity planning of the new business opportunities (bid management process)
Provide recommendations as to achieve and ensure SLA alignment under an effective management of shift slides & swaps along with pre-planning for offline activity and identification of SLA risks allowing for business rules, planned shrinkage and utilization
Provide sufficient internal management information (both on a real-time and a historical basis) to empower the operation to run effectively and efficiently. Use MIS to influence and prioritize resource planning improvement initiatives

Real Time Workforce Analyst Resume Examples & Samples

Forecasting is prepared with both utilization of forecasting/scheduling software and with Excel spreadsheet programs developed and customized by the analyst
Manage the day-to-day business of handling call traffic utilizing intraday ACD reports and exception tracking forms
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Administers the process of shift bids, shift swaps, and shift changes
Coordinates the process of maintaining accurate headcount numbers by scheduling group. Provides reports to the necessary stakeholders
Must be able to take direction and work well with others
Must be able to work under the stress of and meet deadlines
Must be able to concentrate and perform accurately while meeting applicable productivity measures
Assumes and performs other duties and responsibilities not specifically outlined herein, as requested
Knowledge of various forecasting / scheduling software
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
High ability to prioritize
Ability to work under pressure and complete assignments on time
Capability of problem solving
Minimum of two (2) years of experience in a call center workforce department
Experience utilizing a major ACD system

Workforce Analyst Resume Examples & Samples

Track, analyze and report center and agent performance
Analyze and report historical data and trends to develop forecast models
Manage employee information changes
Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings to increase occupancy
Manage intraday staffing levels and schedule changes
Monitor real-time Adherence Alerts
Collaborate with other departments to schedule regular holiday phone line closures and other closures as needed
Conduct Ad Hoc analysis
Follow legal policies as directed

Senior Workforce Analyst Resume Examples & Samples

10% Conduct short range and long range staffing/volume analysis utilizing business and systems expertise
20% Responsible for the forecasting and scheduling process and serve as an escalation resource for Tier 1 support of the Blue Pumpkin system and Avaya CMS
20% Evaluate options for supporting new functions/changes to current processes that impact staffing, prepare cost/benefit or other analysis for various levels of leadership
10% Analyze staff deviations
10% Participate in end-to end implementation planning to include change management, training and support
10% Facilitates all aspects of individual projects to include work plans, issues and status reports
10% Prepare, develop or configure programs and processes typically of moderate to high complexity. Participate in and perform appropriate quality assurance testing
10% Lead, coach and develop HRIS Business Analyst as needed to accomplish business goals

Workforce Analyst, Mid Resume Examples & Samples

Experience with data management, analysis, analytics, and processing
Experience with Microsoft Excel and PowerPoint
Ability to demonstrate attention to detail
2+ years of experience with developing in C# using Visual Studio and .Net
1+ years of experience with developing Web services using ASP.Net
1+ years of experience with HTML, CSS, and JavaScript
Experience with developing in Microsoft Windows
BA or BS degree in Engineering, CS, Human Resources, or related field

Senior Workforce Analyst Resume Examples & Samples

Own responsibility of meeting target KPI's
Build and develop workforce capacity model
Analyse data to increase team productivity and anticipated initiative impact
SVL risk mitigation tactics and contingency planning
Understanding partner Hrs. commitment and Interval compliance and its impact on KPI’s
Track partner capacity
Attend Operations/partner meetings and solution any operational/workforce issues
Workforce experience IS REQUIRED
Ability to work in a fast paced environment with a lot of uncertainty and last minute changes
Proactive multi tasker who is able to establish links and interrelation between many groups
Extremely well organized, detail oriented and methodical
Capacity to summarize a large and complex amount of information and to present it to leadership
Knowledge of forecasting tools and methodologies
Knowledge of Contact Center operations
Great interpersonal/communication skills including strong verbal, written and presentation skills
Solid knowledge of Microsoft Office software (Excel, Word, PowerPoint)
Data Base, Web Base

Workforce Analyst Resume Examples & Samples

Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence
Documents system or telephone problems identified by team members; provide follow-up to ensure problem is resolved
Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met
Prepare daily/weekly/monthly and ad hoc reports and distribute to management
Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism
Evaluates opportunities for down-staff / over time and communicates recommendations accordingly
Experience in a call-center environment, including customer service experience
Experience with Avaya or other call center phone systems
Strong analytical and mathematical skills to collect and interpret data to solve problems
Highly organized and can work independently as well as with a team
Strong interpersonal skills and the ability to communicate with many different levels of employees
Experience with workforce management software and telecommunications

Senior Workforce Analyst Resume Examples & Samples

20% Responsible for the forecasting and scheduling process and serve as an escalation resource for Tier 1 support of the Blue Pumpkin system and Avaya CMS. Administer and manage all Blue Pumpkin system upgrades
10% Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained
Experience with the use of MS Office, including Excel and Access
Critical thinking / reasoning and problem solving skills
Ability to weigh relative costs and benefits of potential actions, to choose the most appropriate option, and create business justification
Prior Workforce and Analyst experience with a large organization
Should demonstrate strong customer service orientation with a collaborative and partnering work style
Strong focus on data quality, project management and leadership skills
Ability to own and manage multiple projects, create metrics, and conduct result assessments
Strong leadership and analytical reasoning skills
Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus
Strategic thinking with a strong operational background in implementation of new programs and change management
Sound business judgment, analytical skills and ability to effectively manage issues and risks
Effective consulting and facilitation skills

Workforce Analyst Resume Examples & Samples

Provide short term and long term strategic planning
Deliver timely and accurate reporting including CSR scorecards and trending as required
Provide analysis and thought leadership around call and cost optimization to Operations Manager
Redesign current operational/forecasting processes and controls
Provide management with performance reports relating forecast models to service level
Provide management with metrics to impacts, trends and strategies
Plan and conduct daily and weekly meetings with leadership to discuss previous performance and upcoming opportunities regarding service to our customers

Senior Workforce Analyst Resume Examples & Samples

Generating and distributing Relationship Manager Schedules and reports
Developing, preparing and distributing reports utilizing Aspect E Workforce Management and other available tools
Analysing trends and providing input on improving call center metrics including service levels, abandon rates, average handle times and occupancy
Monitoring Relationship Manager activities as close to real-time as possible in Lucent Avaya
Front line system issue support and coordination with help desk and technology support
System user setup and password resets
Acts as a mentor and /or department technical lead
2+ years’ experience in Workforce Management
2+ years customer service experience in banking or credit card Online Service Center, demonstrating superior performance (if external candidate)
1+ years’ experience in department, demonstrating superior performance and customer service skills (if internal candidate)
Excellent judgment, professionalism, leadership
Excellent verbal communications skills; able to deliver feedback effectively and express thoughts concisely

Workforce Analyst Resume Examples & Samples

Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments
Manages non-productive time request process, ensuring activities are planned without impacting SLAs
Responsible for the onboarding of new hires into scheduling system
Reviews and processes schedule change requests
Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7
Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities
2+ years experience in Contact Center support role required
Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers
Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat
Advanced skills using Microsoft Excel in a business environment
Experience managing Aspect or IEX IDPs highly desirable

Workforce Analyst Resume Examples & Samples

Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g. adjusting schedules, canceling offline activates, posting extra hours)
Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites
Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation

Workforce Analyst Resume Examples & Samples

Strong analytical and organization skills, including trend analysis
Demonstrate flexibility to adapt quickly to departmental changes and conditions
Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices
Abiliy to meet deadlines
Ability to work outside of normal schedule with little or no notice
Ability to perform additonal tasks as assigned
Two years of solid call center experience or one year of workforce management experience required
2+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired
Experience in a fast paced, high-pressure office envirnoment

Senior Workforce Analyst Resume Examples & Samples

Serves as primary interface between WFM and Site Ops leadership to establish and reinforce a positive partnership
Directs the daily activities of local WFM staff, including all scheduling and real-time monitoring activities
Provides additional coverage and performs Real-time Analyst duties as required
Work closely with WFM site leads to ensure cohesive and consistent practices and policies
Act as first-level approver of escalated requests to WFM
Lead daily performance reviews with captive and partner sites
Provide impact analysis for outages, staffing shortages, and other unplanned events
Provide coaching and development to WFM staff
Remain knowledgeable on WFM processes, corporate, local HR and Operations processes
2+ years of experience working in Aspect eWFM or IEX TotalView systems in contact center environments may be substituted for a 4 year college degree
2+ years experience in Contact Center Workforce Management position required (WFM analyst, scheduler, etc.)
Analytical and solid communications skills are essential to be successful in this role
Speaking-listening-writing skills, attention to details, proactive self-starter

Workforce Analyst Resume Examples & Samples

Alerting individual team leadership of outliers in auxing and other variances to schedule adherence
Coordinating site staffing needs, including the reporting of site headcount numbers by shift and Operational Unit
Placement of new hire associates and individual shift changes
Developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Open Phone Shifts, Overtime), updating the Worldwide Capacity Planning group with site email targets for coming weeks
3 years of relevant work experience or Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)

Workforce Analyst Resume Examples & Samples

Ensure timely completion of requested system access which enables the organization's resources to perform required job duties. Requests can vary from individual employee additions or modifications, to an entire new hire class requesting multiple systems. For systems, where access is created by Analyst, timely removal of exiting or transferred employees is also required
Analyst will be required to perform basic troubleshooting for requests where completed result may not be fully functional or working as intended. Analyst will be also expected to troubleshoot process problems that may also create delays in getting intended results by time needed
Perform periodic user access reviews for Contingent Workers and other FD systems as required by policy. Conform with all Information Security and Privacy policies associated with user access provisioning. Provide oversight for compliance to Contingent Worker policies that include but are not limited to: Contingent Worker new hire requisitions, validate Contingent Worker start dates, and process Contingent worker terminations
Create or update department standard operating procedures as required. Communicate impacts of changes to procedures or for implementing projects that might require new systems, introduce new risk etc. with peers and various levels of management. Track, monitor and report team progress to various organizational levels

Senior Workforce Analyst Resume Examples & Samples

Facilitate meetings with senior management
Present analytical data to senior management
Identify and implement internal process and/or tool improvements
Maintain and Protect Fan data, including documentation of discussions, issues, requests, and other relevant information
Flexibility to Work a Weekend Day/Night, Second Shift and/or Holidays
Four (4) Years of Customer Service/Call Center Experience in Forecasting and Scheduling with a Workforce Management software
Strong Proficiency with Microsoft Products
Excellent Problem-Solving and Follow-Up Skills
Ability to Adapt, Respond, and Prioritize Fan Needs
Ability to Work in Fast Paced Environment that Values Feedback at All Levels
Four (4) Year College Degree
One (1) year of Customer Service/Call Center Experience
Experience Interacting with Customers through Verbal and/or Written Communications
Experience Working with Ambiguous Situations
Sports Fan!

Workforce Analyst Resume Examples & Samples

Budget and capacity planning
Completion and coordination and oversight of ad hoc analysis and team initiatives and projects
Automation of existing department functions and process documentation and improvement
Coaching and training of less tenured analysts
Main point of contact for operations Directors and Managers
Demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc
Experience with workforce management products (Verint) and phone switch monitoring applications (Cisco Webview) preferred
Works on significant and unique issues requiring evaluation of intangibles
Exercise independent judgment and selects criteria to set standard procedures
Creates formal networks involving coordination across multiple groups
Builds strong relationships within team, support departments and networks externally within all areas of company industry
Acts independently to determine methods and procedures on new/special assignments
Regularly directs less experienced analysts on processes/procedures

Workforce Analyst Resume Examples & Samples

Responsible for managing real time team who monitors service level, evaluating and providing solutions for business decisions in the servicing call center for workforce management
Enhance current processes and controls
Decision making skills with requests. Provide management with performance reports relating to service level, performance, using EWFM, RTA, CMS and other various software applications
Uses EWFM software combined with ACD reporting tools to analyze service level and staff scheduled, to identify trends. Data evaluation and conclusion assessments utilizing technology .Provides site management with information to impacts, trends and strategies
Conduct daily and weekly meetings with leadership to discuss previous performance and upcoming opportunities with service to our customers
Generate reports for call center management
5 Years experience in Call Center Workforce Management, preferred
3 Years experience in People Management, preferred
Two year college degree or equivalent work experience
Two years’ experience in a call center that uses automated tracking tools required; preferably EWFM software
Demonstrated ability to analyze data within limited time frames and recommend alternatives to upper management
Experience with Automatic Call Distribution (ACD) and Call Management System (CMS) systems and reports

Workforce Analyst Resume Examples & Samples

Basic skills in MS Excel, Access, and PowerPoint
Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred
Basic knowledge of telephony/call routing and workforce platforms
General understanding of Project Management best practices

Senior Workforce Analyst Resume Examples & Samples

Lead the daily activities of a team of workforce team members
Coach and educate the team including employee development and decision-making
Use workforce management software and staffing history to help manage staffing levels and to determine the most effective methods for staffing adjustments
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
Provide training on report, dashboard and package development to team members and management as needed
Manages and is accountable for professional employees
Impact of work is most often at the local level
Knowledge of IEX TotalView
Knowledge of Human Resource policies and procedures

Workforce Analyst Resume Examples & Samples

5 years' experience with a Call Center Workforce Management required
3 years' experience in management of people required
Two years' experience in a call center that uses automated tracking tools required; preferably EWFM software required

Workforce Analyst Resume Examples & Samples

Developing workforce forecasts for multiple operations organized across multiple centers
Responsible for understanding historic contact volumes and influencing events
Works closely with various departments to stay informed about pending or current activities that may change the current volume trends and re-develop workforce forecasts to reflect these changes
Provide reports to management and communicate reasons for variances and recommendations to management for improved performance
Review Intra-Day Performance (IDP) accuracy, update eWFM inputs to achieve forecasts within stated goals
Maintain Historical growth forecasting monthly updates and adjustments
Maintain weekly year over year metric tracking to aid in developing forecasts
Maintain forecast variance reports to track trending
Facilitate re-forecasting and weekly tweaks
Leverage data from previous initiatives, pilots and business recommendation to develop educated assumptions/forecast for planned initiatives
Maintain and update holiday factors to account for volume impacts
Create ad-hoc reports as needed
Analyze current processes and proactively recommend changes to increase efficiencies
Provide assistance to other Scheduling/Forecasting Analysts as needed in a team environment
Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Must have a demonstrated customer service attitude with attention to detail and be highly responsive to the needs of internal customers
Must be able to perform multiple tasks simultaneously, each requiring high levels of concentration
Must possess project/time management skills

Workforce Analyst Resume Examples & Samples

MS Excel and/or MS Access skills required
Flexible, people oriented and able to work in a team environment
Experience with the Workforce Management tools

Workforce Analyst Resume Examples & Samples

Experience designing and implementing work measurement/workload studies, developing job time standards, creating associated documentation, technical reports and briefings for use by management to educate the affected workforce or implement standards
Experience with statistical packages (e.g., SAS, SPSS, SYSTAT, STATA) and other workforce planning tools (e.g., Anaplan) strongly desired
Bachelor’s degree in Industrial Engineering is preferred
Ability to obtain and maintain a security clearance

Workforce Analyst Apprentice Programme Resume Examples & Samples

To create position id’s for approved vacancies and deliver organisational changes as requested within the organisational structure within the Barclays Headcount systems
To support accuracy of data within the headcount systems and wider workforce management team with particular SAP, through reactive and proactive collaboration with Business Partners and managers, HR and the wider COO team
Become Subject matter expert of headcount tools and be able to articulate challenges, and contribute to/make recommendations for future releases/improvements

Gps-csd Workforce Analyst Resume Examples & Samples

Proven team player with ability to positively negotiate, influence, and direct outcomes
Proven analytic skills, with the ability to articulate findings around variance explanations and present process improvement recommendations
Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Demonstrated ability to influence people at a variety of levels internally and externally
Scheduling experience preferred

Senior Workforce Analyst Resume Examples & Samples

Generating and distributing Relationship Manager schedules and reports
Monitoring Relationship Manager activities as close to real-time as possible in CMS Avaya
Understand the appropriate Policies & Standards applicable to role through reading the Code of Conduct and other training allocated. Where responsible for risks and controls ensure that these are appropriate and fit for purpose
Bachelor’s degree or relevant experience
1 year of prior workforce experience
Previous Workforce management experience
Efficiency in Microsoft Office products preferred

Human Capital Workforce Analyst Resume Examples & Samples

Contribute to the development of innovative, timely, and high quality organizational and workforce solutions and services, typically working on multiple projects with all levels of staff
Assist with quantitative and qualitative research, including planning and conducting analyses
Describe results of statistical analyses in practical language and implications that our clients can understand and use
Apply technology to enhance deliverables and streamline tools and processes
Build relationships with federal and commercial clients
Contribute to proposals and other efforts to develop business
Master’s Degree in Industrial/Organizational Psychology or related subjects with a cumulative GPA of 3.0 or higher
2 years of experience in human capital or organization development
2 years of professional work experience conducting quantitative data collection and analyses and preparing technical reports/briefing materials
Intermediate or advanced proficiency with MS Office Applications (PowerPoint, Word, Excel)
Experience with statistical and/or survey software
Experience in one or more of the following: Statistics; Selection and Assessment; Survey Design, Administration and Analysis; Organization Assessment using quantitative and/or qualitative data collection; Leader Development, Program Assessment and Evaluation
Mastery of statistical methods (e.g., standard deviation, correlation, t-test, chi-square, regression, ANOVA)
Ability to communicate technical/statistical information to non-technical audiences
Experience designing and analyzing surveys (e.g., sampling, item writing, reliability, validity)
Experience with federal procurement
Oral presentation and facilitation skills
Demonstrated outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy
Flexibility to handle multiple priorities and to work limited overtime as necessary
Ability to work with all levels of internal staff, outside clients, and vendors
Ability and interest in learning new software tools and in transferring knowledge
Ability and willingness to develop and deliver presentations
Knowledge of the federal sector

Workforce Analyst Resume Examples & Samples

Analyze Customer Care Center (C3) trends to forecast short term and long term staffing needs to ensure proper call coverage and service level management. Analyze trends such as call volume, AHT, and attendance, to understand and plan for potential overstaffing/understaffing conditions. Work with Supervisor of Workforce Management to provide data needed for staffing models/forecasts
Monitor and update daily reports to effectively manage the performance of the operation to acceptable results. Assist in the development of any reports and/or processes that increase the ability of the (C3) to effectively and accurately plan acceptable performance results
Coordinate and manage same day and/or short term non-phone related tasks and manage the workload. This includes re-skilling agents appropriately and being responsible for the health of the operational contact points, specifically our service levels throughout all media interaction types (voice, email, chat, etc…)
Configure and maintain workforce management software. Analyze and make recommendations to ensure maximum functionality
Deliver informational updates regarding recent, current, and future state of the business to the Manager of Workforce and Business Clients. Act as the main point of contact for all inquiries into operational performance and departmental productivity
Identify key reporting to drive operational efficiency utilizing systems such as NICE Analytics. Partner with Workforce Strategy Manager and Operations to create and deliver reporting that satisfies an operational need
Research and investigate operational efficiency issues and make recommendations to Operational Excellence Team on improvement opportunities

Workforce Analyst Resume Examples & Samples

Oversee and monitor real-time call activity at various call centers and make necessary staffing adjustments
Monitor agent productivity and provide feedback to management
Develop and submit various reports, including detail forecasts, plans, schedules and performance, both in advance and in review
Identify, evaluate and report issues and differentiate between workflow, technical, external or staffing
Maintain tracking database, analyze trends and make recommendations to management
Work directly with the department head on strategic planning and new business implementation and forecasting
Ensure team is aware of any upcoming changes and provide insight on the day-to-day functions
Develop policies and procedures for the workforce management unit
Will work with IEX Workforce Management Software on a daily basis

Workforce Analyst Resume Examples & Samples

Responsible for reforecasting IDP to meet inbound call volume to understand staffing needs
Reduce staffing through Under-time processes or increase staffing through Extra-time processes
Monitor real time call center queues and react to queues by volume allocations, skill changes, finding cross-trained resources, or working with Operations for additional assistance
Triage all call center outages to proper IT teams while monitoring the outage through resolution, tracking impact, and communicating impact to management
Handling, monitoring, and planning of all BCP situations to ensure preparations are in place to best mitigate impact during any large reductions in staff
Understand new business and prepare call center for new business through preparations, communications, and telephony setup
Complete all other jobs assigned

Workforce Analyst Resume Examples & Samples

Staffing is in place to support business needs
Real-time feedback and performance trend information is provided to process owners to be used for continuous improvement
Service level is met
Self-Service opportunities exist which reduce contact volume while providing high quality customer service
Optimize schedules to ensure agent work patterns align with business needs
Work with others in the organization to develop and coordinate shift bids. Identify and implement opportunities and solutions which improve cost, quality, and timing of business outputs
Design, develop and test queue structure
Design, develop and test IVR
Recommend and design reports to automate work processes and facilitate analysis of performance
Create and maintain forecasts on a daily, monthly, and yearly basis. Determine impact of proposed business scenarios
Monitor queue, telephony, and agent performance. Take real-time action to address issues
Review historical data and translate to current situations in order to make accurate predictions of workload and agent performance, and to identify self-service opportunities
Work with others in organization to gather information, understand their processes, and to develop an accurate forecast
Perform various ad hoc analyses, formulate conclusions, and present to management
Lead cross-functional meetings to review forecast, understand business needs and changes and make recommendations for improvement
Analyze data, interpret results, document and communicate findings in a clear and concise manner
Work collaboratively and professionally with other Ceridian functions to create positive service outcomes and promote client retention, satisfaction, and revenue retention and revenue growth
Create and deliver accurate and timely communications orally and in written form to all levels of the organization including management
Provide accurate and timely status updates to keep others fully informed as to progress of outstanding issues, assigned activities and projects
Address escalated issues quickly and engage all appropriate personnel for prompt, quality resolution
Escalate service failures appropriately and promptly
Document work per departmental guidelines using tools, procedures and templates as appropriate
Able to work with and protect sensitive information; able to maintain the privacy of business data
Perform other duties or special projects as assigned that are specific to the essential operations of the department
This position includes decision making in a defined context and independent decision-making and is relied upon to provide opinions and to find and implement solutions to issues
Translates goals and objectives into achievable work plans
Demonstrates an understanding of and communicates the cost of poor quality
Develops and uses knowledge of Ceridian business processes and how departments work together to solve and prevent problems
Develops project charters and workplans, manages timelines and leads
Workforce Management Experience in a multi-channel global call center environment with demonstrated high level of skill and effectiveness in at least one specialty area (specialty areas include but are not limited to Scheduling, Forecasting, IVR design)
Experience and understanding of call center dynamics and performance measurements
Demonstrated ability to identify and make improvements, lead cross-functional teams, and make independent decisions
6-sigma white belt
Employee is a successful performer with no documented performance or attendance issues for 1 year

Workforce Analyst Resume Examples & Samples

5 years' of experience in analyzing the principles, concepts, and techniques of adult and continuing education and training to oversee career-related and professional development to include knowledge and skills in the procedures and methods of education program quality assurance to assess and modify technical training programs
3 years' of experience in education assessment procedures, questionnaire and survey preparation, interviewing, techniques of quantitative analysis, and measuring training impact on business/mission goals/return on expectations
Must be a US Citizen and have Active DoD security Clearance - The selected applicants will be subject to a security investigation and must meet eligibility requirements for access to classified information

Ccb-workforce Analyst Resume Examples & Samples

2+ Working knowledge on MS Excel, Access, and PowerPoint
Data mining skills, specifically: SAS, SQL, Microsoft Office Products (Excel and Access), and database software application proficiency
2+ years direct Financial Services Call/Contact Center experience preferred
Two years of Analyst related experience in a call center
Excellent Leadership competencies
Strong organizational, time, and work management skills with the ability to effectively prioritize in a fast paced environment

Senior Workforce Analyst Resume Examples & Samples

Highly analytical and organized
Strong desire to learn and master complex WFM metrics, best practices and software systems
Fast learner and who is driven to action and is never satisfied with the status quo
You are confident, self-driven, and competition excites and motivates you
Intermediate Excel Skills (e.g. v lookups, pivot tables, sumproduct functions, etc.)
Understanding of call center operations & metrics (AHT, Adherence, Occupancy, etc.)
Presentation skills / ability to build succinct Power Point decks
Tableau & SQL experience

Workforce Analyst Resume Examples & Samples

Real-time Data Monitoring and Report Generation
Minimum 1 to 3 years of training or equivalent experience
Minimum of 1 to 3 years of relevant experience
Direct and coordinate multiple teams of employees with responsibility for establishing standards of performance and organizational objectives
Computer skills; data entry and spreadsheet software capabilities
Strong attention to detail; ability to organize work and perform duties with a high level of accuracy
Proficient in Microsoft Office, including but not limited Excel and MS Access
Basic math skills (addition, subtraction, multiplication and division)
Ability to maintain confidentiality with sensitive customer and internal information
Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative work place
Self-reliant, articulate, approachable and comfortable with a rapidly changing environment
Workforce Planning: 1 year preferred

Workforce Analyst Resume Examples & Samples

Monitors and responds to Real Time Adherence (RTA) and queue activity
Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis
Establish and maintain communications channels regarding events that impact contact center performance and workload
Communicate necessary adjustments to staffing based on changing/dynamic forecasts
Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options
Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
Assists Supervisor and WFP staff in a broad range of assignments and projects
Strong analytical, communication and organizational skills
Knowledgeable of Microsoft Office applications, particularly Excel
Demonstrates reliability and strong customer service skills per attendance record and call quality average
Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information
Maintains positive interactions with internal management and staff
Works well with minimal supervision and with some latitude for self-directed action
Minimum 2 years' experience in a contact center
Minimum 1 year experience in a WFM or WFM related role
Entry level skills in MS Office (Excel, Word, Outlook)
Associate's degree or equivalent experience preferred
Experience with any of the following is a plus: Aspect Performance Edge Workforce Management/Real Time Adherence (RTA), Cisco, and Exony-VIM
Intermediate level skills in Microsoft Office (Excel, Word, Outlook)

Workforce Analyst Resume Examples & Samples

At least 2nd year college
Should be able to communicate in English language
Familiar with excel

Workforce Analyst Resume Examples & Samples

An analytical mindset – ability to understand and analyze data
Exhibit a natural curiosity regarding analytics, with the ability to translate findings into a compelling story
Comfortable with changing priorities, with the ability to adapt quickly
Ability to work on multiple projects and reports simultaneously
Expert proficiency in Excel (pivot tables, macro development, vlookups) and PowerPoint
Experience with Workday reporting and Oracle BI dashboards

Workforce Analyst Resume Examples & Samples

Highly proficient on Excel (Pivot tables, V-Lookup, Sum-if, Index…) and PowerPoint
VBA Programming experience desired, SQL is a plus
Prior experience with building reporting tools and exposure data visualization (tableau)
Understanding of organization development and organization effectiveness concepts
Ability and eagerness to be intimately involved with the businesses and contribute to business success
Ability to diagnose organizational problems and to build effective relationships with line managers
Ability to work efficiently in a global business culture and in an international matrix organization
Can work on a conceptual level and is also able to be pragmatic and results-oriented and do hands-on change activities
Fluency in English is a must. Knowledge of Spanish and/or German is an advantage
Good understanding of the industry, the fundamental business principles and its business drivers
Business process analysis and reporting principles
Expertise in data visualization tools e.g. tableau
At ease managing and effectively operating within a matrix organization

Workforce Analyst Resume Examples & Samples

Conduct real-time monitoring of queues and skill sets for all locations where Customer Care agents are located, identifying intra-day trends. Maintain a special emphasis on looking for possible lost productivity and/or impact to the customer experience due to technology related issues. 25%
Make adjustment to workload allocations driven by the real-time trends and known upcoming events. 25%
Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues. 25%
Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of IEX. 15%
Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and adherence to schedule. 10%
Knowledge, Skills, and Competencies: Requires solid knowledge of IEX, Microsoft office suite; Knowledge of Call Center architecture and service queue management, including technical knowledge of the AVAYA telephony platform and experience with Workforce Management Systems and data are also required
Business Expertise: Must have solid knowledge of Iron Mountain product offerings and services, as well as Customer Care department workflows
Strong interpersonal skills are essential for the successful candidate. These skills will be utilized both internally and externally. This position will be dependent on cooperation and support from internal departments

Workforce Analyst Resume Examples & Samples

Conduct comprehensive workforce needs assessment studies to formulate an integrated comprehensive master training plan
Recommend resources for difficult and complex courses and programs
Recommend and instruct employees on processes and techniques and course delivery
Develop, review, and deliver training plans and requests to ensure compliance with learning objectives
Assist in the overall evaluation of strategic planning of workforce development initiatives and recommend strategies, resource requirements and objectives for improvement
Responsible for coaching and reviewing the work of junior employees
Analyze workforce development and training data
Identify, collect and analyze data; perform trend analysis and identify problems/areas of opportunity
Communicate and coordinate with Academia and other public/private training and educational organizations to obtain “best practices”
Overall 4 – 8 years of experience and a Bachelor’s in a related field. Additional years of experience can be considered in lieu of degree
Five (5) years' of experience in analyzing the principles, concepts, and techniques of adult and continuing education and training to oversee career-related and professional development to include knowledge and skills in the procedures and methods of education program quality assurance to assess and modify technical training programs
Three (3) years' of experience in education assessment procedures, questionnaire and survey preparation, interviewing, techniques of quantitative analysis, and measuring training impact on business/mission goals/return on expectations

Workforce Analyst Resume Examples & Samples

The primary focus (80% of role) of the Workforce Planning (WFP) Data Analyst is to play a pivotal and empowered role in the general workforce analytics that are developed and produced from within the Business Management CoE. The bulk of the analytics will be part of the planned reporting cycle - however there is a regular requirement for short notice bespoke data and analysis to be produced
The secondary focus (20% of role) is to support the creation of Anaplan models and reports. During the project phase of delivery this includes assisting the project team to build relevant functionality via data models; post implementation the role will support the daily management and continued development of the tool via data models
The WFP Data Analyst will need to support the gathering of business requirements, and support the conversion of data extracts from recognised Barclay’s systems and disparate data sources into relevant information with relevant reporting tools. Utilising all data sources to build agreed and ad-hoc reporting and analytics as directed
The WFP Data Analyst will be instrumental in setting up feeds for Anaplan, building validation functionality for golden sources entering the tool, configuring the functionality within the tool to present the data to users in a manner fit for business purpose and build the necessary design to enable FTE maintenance, FTE planning / modelling (line by line and aggregated) with FTE cost visibility enabled. Setting up relevant permissions, rules and controls within tool and enabling a workflow for sanctioning and planning approvals
The WFP Data Analyst will also be required to build reporting capability within Anaplan per the requirements for the suite of reports. In addition standardised reporting from the excel add on will be set up
The WFP Data Analyst may be required to train business users on use of Anaplan
Strong Analytical skills & experience
Strong attention to detail - must be able to follow procedures accurately
Strong MS PowerPoint
Good Lean/Agile experience
Highly numerate – must be able to review reports to identify data accuracy issues and investigate to resolution
Experienced in working in highly demanding environment
Inter-personal skills
Degree level

Workforce Analyst, Real Time Leader Resume Examples & Samples

Perform root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendations
Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
Oversight of staffing schedule optimization across multiple sites , queues and/or business functions to ensure appropriate staffing to maintain service levels
Analytical/Data Mining Systems (i.e., Tableau, SQL)
3+ years direct Financial Services Call/Contact Center experience preferred
Working knowledge of telephony/call routing and workforce platforms
Strong understanding of cross-LOB Workforce Management practices
Ability to team and partner collaboratively with business partners

Workforce Analyst Resume Examples & Samples

College level coursework in Computer Science, Business Administration, Mathematics, or Statistics preferred, HS Diploma/GED required
Prefer at least 2 years Workforce Management experience
Must have at least 6 months experience as a real time analyst and 18 months experience as a Customer Service Representative
Working knowledge of Workforce roles and cycle - capacity planning forecasting and scheduling, reporting and real-time analysis / monitoring
Strong knowledge of CIC, Avaya, or similar telephony tools/systems
Familiarity in creating queue monitoring, reports, spreadsheets, calculations, etc
Knowledge with IEX NICE or similar eWFM tool/system
Proficient use of MS Word, Outlook, Powerpoint, and Access
Above average experience with Excel
Above average organizational skills (detail oriented) and communication skills (verbal, written, and listening)

Senior Workforce Analyst Resume Examples & Samples

Manage tactical scheduling for 4 sites across multiple sites and lines of business
Create and review capacity plans for all non-production requirements across all sites and lines of business
Manage intraday requirements through run rate and intraday reforecasts and recommend and drive changes to schedules to achieve department and client goals
Bachelor's degree in Business, Computer Science or equivalent experience
Excellent time management skills and ability to work independently
Possess professional experience and aptitude to address escalated issues with a positive outcome
Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies

Senior Workforce Analyst Resume Examples & Samples

Minimum Required: High School Diploma
Preferred Level: Bachelor’s Degree in Business Administration or related field
Preferred: 3 years of experience in headcount planning, long-term and short-term forecasting in an inbound, outbound and/or email call center environment, utilizing Workforce management software (IEX, TCS or Verint)
Preferred: 3 years of experience and detailed understanding of ACDs, CTI automation, skills routing and forecasting, with proven ability to balance service levels and optimize call efficiency by utilizing workforce automation
Required: Effective communication (written and verbal), Customer Focused, Attention to Detail, Analytical Thinking, Easily adapt to change, Advanced PC Skills, Ability to make independent decisions, Coaching, Delegation, Leadership, Teamwork, Creative Thinking, Strong Presentation skills
Required: Intermediate Microsoft Office skills (Excel, Word, PowerPoint)
Preferred: Advanced Microsoft Office skills (Excel, Word, and PowerPoint)

Real Time / Workforce Analyst Resume Examples & Samples

Live Our Values: People, Quality, Service and Innovation
Support the enterprise in call and work load allocation
Provide informational updates regarding recent, current, and future state of the business
Gathers data and documentation to plan long-range & short-term capacity/forecasting models
Review and monitor intraday reports to proactively call out anomalies to business leadership
Interacts with business departments to understand and support business objectives
Support Workforce System Administrator with timely initiatives

Cybersecurity Workforce Analyst Resume Examples & Samples

2+ years of experience with Microsoft Office, including PowerPoint, Excel, Word, and Outlook
Ability to thrive in a fast–paced environment
Ability to lead tasks in formal and informal group settings
Experience with authoring and coordinating policy in a government organization
Knowledge of federal civilian hiring authorities and the associated personnel systems
Knowledge of Cybersecurity
Knowledge of the similarities and differences between federal civilian and military human capital management processes
Knowledge of the National Initiative for Cybersecurity Education (NICE) Cybersecurity Workforce Framework

Workforce Analyst Resume Examples & Samples

Call Center technology and operations, advanced understanding of the workforce management principles
Monitoring and analyzing call volume, staffing needs, and performance trends,
Computer software applications such as Microsoft Outlook, Word, Excel, PowerPoint, WFM Software
Verbal and written communication
Gathering, organizing and analyzing facts, drawing conclusions and making recommendations, (i.e. data extraction for trend analysis)
Presenting information in a clear, concise and understandable manner
Organization and management of complex data from multiple sources
Creation of custom reports
Developing and maintaining interpersonal relationships
Manage multiple tasks
Analyze and evaluate information for accuracy and error
Identify trends in data
Estimate, implement and complete assigned tasks/projects in accordance with established schedules
Ensure and track data reliability and integrity
Work independently and/or collectively with team members
Adapt to new technologies
The preferred candidate will have experience creating and updating plans

Digital Workforce Analyst Resume Examples & Samples

Proficiency in Microsoft Products, including using Excel formulas, macros and pivot tables
2 + years' experience creating and improving systems and processes
Minimum of 1 year of Information Technology industry experience including troubleshooting application issues and problems
SharePoint Online experience
Experience using Robotic Process Automation software
Business process and/or systems background in at least one of the sectors / functional areas - Banking, Wealth / asset management, Insurance, Health care, Telecom, Finance & Accounting, Tax
Degree in Finance, Accounting, or MIS

Workforce Analyst, Manager Resume Examples & Samples

Strong skills in MS Excel, Access, and PowerPoint
4+ years direct Financial Services Call/Contact Center experience preferred
Proven experience leading project initiatives

Workforce Analyst Resume Examples & Samples

Produces reports for Monitors the application of the traffic and scheduling function, including policy and procedures, operating structure, and information flow. Independently analyzes contact center trends in order to predict long and short-term staffing needs.- Extensive knowledge & experience with call forecasting and administering IEX-Total View & Avaya CMS Supervisor
Able to devise detailed resource optimization plans in a multi-site, multiple program & heavily decentralized environment and implement the same on scheduling systems
Able to understand & compile short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office work, etc) with competing operational goals & effectively distribute resources to meet all goals simultaneously
Must understand IVR, ACD, Dialer, & other call delivery technology platforms
Must be able to clearly communicate recommendations & guidance to senior operational leaders
Must be able to be a single point of contact for the entire team
Must be able to effectively drive requirements, discipline and results with local and remote teams
Must be able to consolidate staffing requirements for multiple units and projects in the organization into a global staffing model
Proactively identify and initiate change to address performance and process issues
Prepare and present key strategic and day to day operational staffing and performance analytics to both executive, managerial and front line partners to drive changes in behaviors, metrics and performance
Working knowledge and understanding of call center operations, terminology, definitions, calculations and common practices
Advanced PC skills and proven ability with Microsoft Excel, Word, PowerPoint and Access
Strong Communications skills with the ability to convey need, urgency and resolution
Ability to be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives
Ability to work independently with little to no supervision
BA/BS/Bachelor's Degree

Resource Management & Workforce Analyst Resume Examples & Samples

Collect, consolidate and analyze workforce and performance related data
Provide oversight and track execution of Resource and Performance Management initiatives
Management of the new joiners and leavers process
Update and maintain data in central Resource Forecaster tool
Track and provide reporting against key internal metrics such as title distribution, spend vs. rate card, internal mobility fill rates, aged requisitions, contractor tenure and location distribution
Manage time reporting compliance
Organizational entity and approval structures Controller Function

Real Time Workforce Analyst, Warren, Mar Resume Examples & Samples

Minimum of one year of experience in monitoring and analysis of customer contacts in a contact center real time environment preferred
Thorough knowledge of IEX Total View
Highly innovative and creative thinker
Ability to prioritize effectively, have demonstrated independent decision making capabilities and have strong organizational skills
Working knowledge of industry standard contact center technology (ACD, IVR, Network Features), reporting automation applications
Able to work with others in a highly collaborative way: listens to others’ input, values outside perspectives,continuously seeks feedback
Comprehensive understanding of contact center metrics
Proficiency in the following tools areideal: Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), CC Pulse, Avaya CMS,Siebel, GAA (Global Advisor Application)

Workforce Analyst Resume Examples & Samples

Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to use a personal computer
Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management’s tracking module and real time adherence software)
Flexibility with work schedule required (weekend early morning, or night shift)
High School Diploma or recognized equivalent
College level course work in Algebra and Statistics
1-year Inbound Contact Center experience
1-year Workforce management scheduling and forecasting software

Tehn Workforce Analyst Resume Examples & Samples

Assists workforce management team in the call center in examining call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Ensures efficient, effective, consistent, and analytical approaches are followed during the planning stages of the daily/weekly/monthly call center operational plans in order to achieve optimal client performance and profitability
Maintains historical pattern information for workload and resources (including all shrink). Applies trend and run rate data to accurately predict delivery. Validates accuracy of data feeds
Maintains FTE tracker. Leads cross functional planning group to deliver on committed forecasts. This includes daily/weekly/monthly maintenance and call review as necessary
Creates intraday forecasts and schedules
Capacity planning experience
Software: eWFM (or similar program), Excel and Visual Basic

Saho Workforce Analyst Resume Examples & Samples

Receives and validates client forecasts and requirements. Assesses viability of meeting forecast requirements and guides development of cross functional plan (FTE Tracker)
Proactively engages business partners to optimize service delivery
Reviews and guides telephony routing and planning to ensure call center is
1 Year experience in workforce management
1 year PBO experience
Full time Availability

CRC Workforce Analyst Resume Examples & Samples

Assists in the implementation of the WFM system within the organization to enable effective management of forecasting, staffing, working patterns and the provision of efficient schedules for agents that meet both employee and business needs
Takes ownership over the forecasting and scheduling cycle, from generating forecasts and constructing initial schedule bids to performing the weekly, daily and intra-day schedule adjustments
Analyzes and reports historical data and trends
Develops forecast models for call volume, handle time, headcount, attrition, PTO, sick trends and other planning assumptions
Produces various schedule scenarios to arrive at the optimum operational coverage with the lowest cost and highest quality of schedules
Prepares and manages day-to-day staffing schedules to ensure optimal coverage and queue efficiency
Manages the shift bidding, trial schedules and schedule adjustment processes
Manages the time off process for the call center agents
Responsible for managing intra-day activities like the optimization of breaks, lunches, team meetings, training and coaching session scheduling to enhance staffing levels
Forecasts the long-term and short-term headcount requirements at a site and network level for budget planning and service level coverage
Plans for future staffing needs based on call pattern trend analysis and key developments that affect staffing levels
Tracks the level of manpower with the staff budgets to ensure costs are on target
Analyzes the performance of the forecasting and scheduling tools and ensures the implementation of process improvements
Creates various reports, including headcount, attendance, call center productivity, schedule adherence and ad hoc reports, to support management in achieving the department goals
Administers the WFM application
Acts as a primary CRC contact for issues relating to the WFM application and processes
Helps drive innovation and continuous improvement in WFM and related business processes
Works cooperatively with other members of the Customer Experience team to manage projects by setting expectations and priorities, interacting with decision-makers and making sure all agreed upon deliverables are met according to project timeline commitments
Experience with Calabrio WFM 9.4 or later
Minimum of 2 years of WFM experience in a call center environment
Experience with workforce management applications (i.e., Calabrio, eWorkforce, IEX, Blue Pumpkin, etc.)
Experience with the implementation, utilization and support of a WFM system including forecasting & scheduling, as well as application maintenance
Experience with call center terminology and functions, including experience with Cisco CUIC or any other intelligent call routing/ACD system
Strong technical documentation, problem solving and analytical skills
Ability to analyze numerical data; interpret information and trends; and utilize learning to provide recommendations for improvements and influence peers, CRC staff and leaders
Ability to quickly absorb, understand and take action on the basis of the Company's operations, customer service and sales functions
Confident personality with the ability to interact at all levels and establish rapport with both internal and external stakeholders
Ability to multi-task and support multiple projects in a fast paced, high-pressure, constantly changing environment
Attention to detail, objectivity and the ability to think strategically
Strong mathematical, organizational and communication skills

Workforce Analyst, Real Time-rio Rancho Resume Examples & Samples

Previous insight into a multi-site and technically advanced call center
Strong business, operational, and procedural knowledge of a call center
Knowledge of Incident Management, disaster recovery, business continuity practices
Strong knowledge of MS Office Suite, specifically MS Access and MS Excel, Power Point
Understanding of mass alerting SMS/Text communication tools
Citrix or VDI solutions
Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws

Workforce Analyst Resume Examples & Samples

Support our operational partners by providing services via the Workforce Management system and process
In order to execute on growth expectations, will need to ensure there is proper support from the Workforce management functionality
Generating and distributing Relationship Manager updates during incident management
Monitoring health of the network for our customers
Relationship Manager Administration in Aspect E Workforce Management including but not limited to schedules, adjustments, availabilities, and paid time off administration
Analyzing trends and providing input on improving call centre metrics including service levels, abandon rates, average handle times and occupancy
Monitoring Relationship Manager activities as close to real-time as possible in Avaya
User Access Requests, System user setup and password resets
1-3 years call centre experience in banking or credit card Online Service Center, demonstrating superior performance
1+ years’ experience in similar department, demonstrating excellent performance and customer service skills
Thorough knowledge of Online Service Centre systems, procedures, and regulations
Excellent judgment, professionalism, and leadership skills
Excellent verbal communication skills; able to deliver feedback effectively and express thoughts concisely to all levels of operations

Workforce Analyst, Real Time-westerville Resume Examples & Samples

Knowledge of Workforce Management principle and disciplines
Excellent time management skills, ability to manage multiple projects simultaneously and work in a fast-paced environment
Ability to define problems, collect data, establish a solution and report facts
Ability to lead team members, drive change, assume onsite leadership role when needed
Self-Motivated, ability to question current workflow processes and make recommendations to enhance process drive innovative changes
Ability to support medium to complex projects
Solid project/change management skills
Proven leader amongst their peers
Ability to partner with technical teams to integrate support models and improve process
Strong analytical skills with the ability to evaluate, understand and report key metrics relevant to the call center
Ability to partner with reporting/technical teams to outline reporting requirements to develop new tools and capabilities
Aptitude for strategic planning and seeing the big picture
Knowledge of IEX workforce management software
Experienced in NICE call recording or related product
Excellent knowledge of Avaya CMS, including business advocate, reserve agent or related product
Understanding of centralized virtual/VoIP telephony environments
Ability drive technical related projects to develop and enhance existing capabilities
Bachelor’s degree in a related area or minimum of two years related experience
Basic understanding of telecommunications as it relates to call flow configurations (ACD, IVR)
Understanding of LAN / WAN network configurations
Strong knowledge of Web based applications
Systems Performance Monitoring Tools
Forecasting / Statistics expertise
Advanced Excel user (pivot tables, V-Lookup)

Workforce Analyst Resume Examples & Samples

Manage daily task execution within telephony and workforce management software suites
Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
Provide trend analysis and feedback to command center leadership focused on improved business performance
Identify and execute daily strategy adjustments or enhancements to drive contact center performance
Maintain daily schedule, adherence and activity within workforce management and ACD software tools
Communicate with multiple lines of business to ensure awareness of scheduling, tactical planning, and analysis activities
Manage execution of skip trace and do not call programs
Track state licensing requirements for contact center staff
Manage intra-day attendance communication line for contact center employees

Workforce Analyst Resume Examples & Samples

Drive data accuracy within the headcount systems with particular SAP, through reactive and proactive collaboration with Business Partners and managers, HR and the wider COO team
Become an SME in these toolsets in order to contribute to and make recommendations for process and system improvements
Management of the BAU Sap Systems Change Request Process (50%)
Management of the Sap tools workflow within the Sanctioning portal, and end to end ownership of sap OM workforce mailbox
Completion of requests submitted by Stakeholders, accurately and within SLA, ensuring requested changes are replicated in all systems
Quality Assurance of own and colleagues requests to ensure issues are addressed before they reach our Stakeholders and best practice can be shared
Support wider request from HR and in larger more complex organisational moves and transfers across the Area
Creation of approved vacancies within the organisational structure accurately and in a timely manner following approval
Effective communication with hiring managers and resourcing partners of vacancies created and next steps to support a seamless and effective recruitment process
As required, own the end to end process in terms of business re-org within the headcount systems, ensuring changes are completed accurately and that the relevant stakeholders are kept informed at all times
Proactively seek out opportunities to drive further accuracy within the systems (25%)
Proactively conduct and support regular data checks within the sap systems to identify and remedy data integrity/accuracy issues between systems
Work with relevant stakeholders to confirm findings, plan and implement resolution actions
Look to always support and implement self and team governance to improve sap data within for the area

Workforce Analyst Resume Examples & Samples

5+ years of customer service experience
Working knowledge of telephony systems and call center technology and vocabulary
Experience with manpower planning and scheduling
Experience with forecasting and trending
Proficiency with all MS Office applications including Excel
Call center and service level experience preferred

Workforce Analyst Resume Examples & Samples

Manage the workflow and provide trending analyses
Ensure that our contact centers operate efficiently, optimize our resources, and successfully plan capacity
Track volumes and metrics for multiple departments
Develop accurate forecasts
Work closely and give and take inputs from Operations, the various WFM Team members and functions across the globe, and other relevant groups
Generate and maintain short term/long term forecasts for call volume, average handle times, Attrition rates, and headcount for the different areas in the business
Long term and short term planning and advanced modeling experience
Minimum of three years’ experience in forecasting, scheduling and real-time monitoring in a large contact center; multiple-center experience is a plus
Some forecasting experience in a call center environment
Expert level Excel Advanced knowledge of relevant applications (Outlook, Access, SQL, VB)
Advanced knowledge in automatic call distribution (ACD) technology, Aspect platform or similar
Ability to create effective reports, provide trending analysis, using Pivot tables and advanced Excel formulas
Experience in creating and maintaining schedules and forecasts with multiple service level requirements
Knowledge of process improvement strategies and ability to recommend process improvements for queue logic, scheduling and retention
Bachelor’s Degree in Finance, Mathematics or Statistics strongly preferred
Strong functional analytical skills
Strong ability to multitask in a fast-paced dynamic environment
Very comfortable working in a multicultural, multinational environment
Willingness to work night shift and weekend schedules as needed
Very good written and verbal communication skills

Workforce Analyst Resume Examples & Samples

Monitor contact center metrics and make intraday adjustments to schedules and skills to ensure customer satisfaction and goal attainment
Monitor call center adherence and trends to report opportunities to management
Process operational requests submitted to management
Build weekly schedules for all analysts
Coordinate and update schedules for daily unplanned events i.e. stand up meetings, offline activities and any immediate business needs
Document and communicate WFM best practices
Backup the Support Services Lead with processing daily dashboards
Process admin related tasks in Zendesk
Communicate with Leadership team on a daily basis and be a point person for analysts when managers are unavailable
Assist with analyzing data and trends to provide insight on future business decisions

Senior.workforce Analyst Resume Examples & Samples

The Workforce Analyst will leverage systems such as CISCO and Avaya to manage all aspects of call center efficiency and resource utilization for our call center operations
Develop and communicate management reports using WFM tools to collect Key Performance Indicators on a daily basis for all levels of management. Prepare individual teammate performance reports as a tool for Supervisors and Manager to provide coaching and improve teammate performance. Complete and share intraday performance reports to drive performance metrics in all business lanes
Focus on the real time analysis of call center trends, including multi‐channel contact volumes, handle time and staffing to create short term and long term forecasts while offering staffing recommendations and strategies to the business owners
Lead and attend meetings with operations management to determine root cause analysis for issues, provide clear direction and resolutions to problems while demonstrating that they are innovative, analytical and a subject matter expert
Pre-schedule team meetings, one-on-one coaching sessions, mentoring, training, overtime, and other activities based on availability and requests from operations management via e-mail or over the phone
Maintains and updates agent information, including skill capabilities
Provides daily and weekly reports; supports ad-hoc reporting requests. Supports WFM-system integrity
Maintains headcount/FTE requirements for each supported operations team and works closely with leadership to ensure staffing is adequate to support SLA and compliance regulations
Keeps up-to-date tracking on all schedule adjustments (e.g. medical leaves); develops and maintains PTO plans and schedules accordingly
Minimum of 5 years experience in workforce analytics and data mining
Experience working with both Avaya and CISO platforms
Strong analytical, problem solving and interpersonal skills are must
Strong communication (written and oral) and teaming/interpersonal skills; strong leadership capabilities and ability to initiate and maintain cross-team relationships
Proficiency in a contact center workforce management tool(CISCO/AVAYA/IEX) that includes real-time adherence preferred

Workforce Analyst Resume Examples & Samples

BS +5 or MS+3 years’ experience as a HR generalist
Demonstrated expertise in employee relations and broad knowledge of human resources, with specific experience in many of the following
Identifying Effective Performance Management and Employee engagement practices
Expanding Diversity Recruitment
Explore Business Case for Voluntary Separation Incentive Pay increase
Establish/Maintain policies to maximize workforce flexibilities
Maximize the potential for Employee mobility assignments
Must have strong client service focus, and demonstrated high level of responsiveness and follow-through, and excellent organizational skills
Ability to execute assignments or projects with excellence, with minimal supervision or rework
Experience supporting and working with employees and managers to effectively manage change
Effective oral and written communication skills; and excellent interpersonal skills
Demonstrated ability to work in a collaborative environment, and when needed, support unforeseen assignments and tasks through personal initiative
Experience working in a government contracting environment is a plus

Workforce Analyst Resume Examples & Samples

Monitors call routing and flow real time
Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast
Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements, etc
Approves all real-time offline activities (training, meetings, coaching, etc…)
Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours/VTO, Schedule Adjustments, Skill Switches/Leveraging)
Monitors intra-day call and work volume as compared to forecast
Monitors real time activities related to staffing
Trouble-shoots real-time technology issues
Reporting (Staffing Amendments, Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc…)
Monitors agent adherence/compliance to schedule and escalates to Team leader for investigation
Ensure all required data is tracked and trended on a continuous basis
Re-allocates changes in staffing levels
Makes recommendations and routing changes based on observations
Interface with business unit management as needed for escalation of service-impacting issues
Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
Manages BigMac (Onboarding / Offloading process for site
To manage site communication during failover and bridge lines issues

100

Contact Center Workforce Analyst Resume Examples & Samples

Forecast short-term and long-term staffing needs utilizing Verint & InContact software
Accurately manage schedules of Contact Center team members and initiate subsequent staffing recommendations by building out and assigning schedules based on projected call and e-mail forecasts
Manage Contact Center queue in real-time by monitoring call volume, adjusting forecasts and scheduling to ensure/exceed 80% service level goal
Oversee communications and planning with regard to forecasts, staffing and scheduling
Generate new forecast when current day forecast has high deviation from actual plan
Keep management team apprised of what is going on with the forecast and schedule adherence so recommendations can be made on what to start doing, stop doing or continue doing within the Contact Center
Communicate to team previous and current week’s performance and forecasted performance of remainder of current week and following week, while also identifying risks
Increase staffing levels or modify call routing to increase service levels
In partnership with Contact Center management, manage staffing levels throughout the day
Bachelor’s degree desired or equivalent work experience
At least 2 years’ experience in contact center including workforce management (WFM) systems experience is required
Knowledge of Call Center management best practices
Strong functional analytical skills in a call center environment
Strong knowledge of Microsoft applications including Outlook, Excel, Verint or InContact (or similar WFM applications)
Strong ability to multitask in a fast paced changing environment

101

Senior Workforce Analyst Resume Examples & Samples

Provide timely, accurate and actionable 12-month rolling multi-channel contact forecasts for multiple groups and/or locations, including multiple geographies across the world
Perform statistical analysis of call center data, including forecasting and historical trend analysis
Develop and communicate staffing requirements to meet service center objectives
Facilitate monthly planning meetings with relevant parties; share and adjust accurate short- and long-term workload and headcount forecasts
Develop and maintain regular and ad-hoc reporting for sales/service analytics using internal data sources and verifying with external vendor reporting
Create and prepare daily/weekly/monthly/quarterly internal reports for internal and external distribution
Provide statistical analysis on key performance indicators associated with call center performance metrics
Analysts in this role work with large amounts of data to create and develop documents to collect, manage, and report information required by management
Bachelor's Degree and/or equivalent in an analytical field, or combination of education and experience required
3 to 5 years Workforce management experience in a contact center environment, with increasing responsibility
Strong understanding of contact center forecast methodologies
Extensive Experience working with WFM applications. Experience with Genesys WFM preferred
Fluency in MS Excel. MS Access knowledge a plus
Knowledge of integrated call center systems and capabilities. (Avaya/Genesys/IEX etc)
Call center operations experience a plus
Have a strong commitment to excellence and personal and professional growth
Have demonstrated an aptitude for analytics
Enjoy working on teams as well as a demonstrated ability to work independently
Enjoy problem solving
Be resourceful, responsible, and independent
Must have legal right to work in the U.S
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)
Knowledge of integrated call center systems and capabilities. (Avaya/Genesys/IEX etc

102

Senior Workforce Analyst Resume Examples & Samples

Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative
Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers
Regular, punctual and consistent attendance
Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities
Bacheerlor’s degree preferred and/or recognized equivalent work experience
5+ years of solid call center experience or 3+ years of workforce management experience required
3+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired
Building, managing, and designing databases a plus

103

Workforce Analyst Resume Examples & Samples

Works directly with the vendors and customer experience team to build staffing strategies that take into account all possible variables that may affect staffing and contact volume projections
Monitors and analyzes contact volume arrival patterns, intraday activities, and make adjustments as needed in real time to ensure optimal productivity and efficiency
Works with regional planning and scheduling team to create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections from historical information
Works with regional WFM reporting team to align and baseline with its reports, suggest report enhancements, and address or correct the inconsistencies
Creates proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Prepares and disseminates timely and accurate reports to customer experience management and other vertical leads as needed
Proactively monitors associate behaviors, efficiency, and availability and report deficiencies to customer experience team in real-time
Engages constantly with regional WFM team to ensure knowledge alignment and process calibration
Must regularly engage CE Ops and be aware of its day to day operations, processes, and activities
Presents weekly business reviews to regional WFM team and CE Ops
Provides strategies to better address issues and challenges encountered along the way
Escalate issues and concerns accordingly to the team responsible and accountable for it
Track and report system issues and downtime, mange it real-time and ensure system uptime by monitoring and keeping track of its SLA
Represent regional WFM locally and represent respective country WFM team to regional gatherings
Ensures local coverage, proper endorsements, communications and appropriate documentations
Guides RTA’s to perform its basic functions to ensure real-time resource utilization and contact volume management
Must at least be a bachelor degree holder
At least three years of workforce experience in a call center environment with knowledge of forecasting, scheduling, real-time monitoring and analysis, and reporting
Strong understanding of manual WFM workflows without the aid of automated tools
One year prior experience with Avaya or other ACD phone system required
Strong analytical skills and ability to apply those real-time
Proficiency in Microsoft Office Applications including Power point, Word, Excel and other relevant software

104

Workforce Analyst Resume Examples & Samples

Maintain reports, performance dashboards, team scorecards and documentation
Compile and deliver daily, weekly, monthly and quarterly contact volume reports and scorecards in a timely manner
Present quarterly reviews to management
Communicate with other departments to ensure SLAs are being met and the highest level customer experience is achieved as measured by the Customer Satisfaction Surveys
Efficiently collect, review and analyze data
Provide feedback to Customer Operations Analysts, Specialists, and Managers to maximize efficiency, effectiveness and scalability of operations
Initiate and provide training and education for the Fulfillment Support team to increase knowledge and improve customer experience in the Analyst’s area of expertise
Engage in innovation and submit ideas for process and procedure improvements
Monitor work tracking methods and coding to ensure they provide valuable metrics to quantify current work trends and identify areas for improvement
Provide real cost figures to support a financial view of operational work
Demonstrated ability to work with minimal supervision
Good organizational skills, time management, prioritization, detail and the ability to work both independently and within a team environment
Ability to effectively manage multiple projects
Knowledge and understanding of different reports and dashboards used in Customer Operations
Demonstrated computer knowledge (SalesForce, Internet and Microsoft Office: Word, PowerPoint, Outlook, Access and Advanced Excel Techniques)
Strong interpersonal skills and oral/written communication skills
Excellent customer service skills/ability
Ability to provide work direction and guidance in a professional, positive manner
College degree strongly preferred or an equivalent combination of education and related experience

105

Senior Workforce Analyst Resume Examples & Samples

This role functions as the analytics specialist for the HR function by performing data analysis, creates reports, develops mechanisms and processes that ensure data integrity, assists with system maintenance and testing, and identifies opportunities for constant process improvement
Collaborate with in-house technical teams and assist with functional requirements gathering, development, testing, implementation and support of various HR-related projects/processes
Develop, maintain, and continually evaluate Workforce Analytics offerings/roadmap with regard to technology and reporting output/deliverables
Works in partnership with FP&A to develop and implement headcount and wage analysis reports in support of the business
Design strategic dashboards in cooperation with business leaders and HR Business Partners
Provide strategic analysis of workforce data to help drive informed decisions internally and across a variety of departments throughout the organization
Develop, validate, maintain and distribute a variety of HR data reports in varying formats
Develop and maintain Oracle Performance Appraisal and Compliance reports and distribution to HR Business Partners
Support management with system enhancements and weekly and monthly headcount reporting and reconciliation for contingent labor
Collaborate with the business to optimize the linkages between HR and operational data
Serves as the back-up to the Workforce Administrator
Be the point person to educate and train individuals on HR systems and tools
Education/Required Experience

106

Workforce Analyst Resume Examples & Samples

Effectively manage workforce planning/headcount and budgets, forecasts and performance and reporting, ensuring business targets are met
Develop performance and operational metrics for the Central Chief of Staff and wider Business Management function to consistently measure quality of responses to key stakeholders
Oversee and drive business administration activities which may include Organisational design, Communications and Facilities Management (where applicable). Work with the Strategy teams on location strategy implementation and space management, RIFs, forecasting and logistics
Actively manage resource and headcount models and all management reporting where appropriate
Drive an effective governance management strategy, including aggregation of strategic MI (including Business Performance reporting)
Build professional relationships with internal and external suppliers to ensure data and information feeds (for cost, risk and operational performance) support the requirements of PCB Technology
Exercise robust governance and controls to manage the data ensuring the collating and aggregating information as appropriate
Facilitate the change governance processes, driving continuous improvement, knowledge sharing and best practice across teams

107

Real Time / Workforce Analyst Resume Examples & Samples

Continuously monitors CMS, Genesys, Virtual Hold and related call center tools for incoming channel volume (Inbound, Email and Chat), Clarify Queue Volume and associate real time adherence
Analyze variances in the projected call volume and staffing real time to determine when or if corrective action must be taken. This requires a bias for action and sound judgement
Identifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers/supervisor and/or directly with the associates
Maintains and modifies associate scheduled events and activities
Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc
Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system
Maintain skill sets within Genesys, CMS, databases, data sources, etc. to support core activities, and allow accurate and effective schedule production in line with forecasted demand. Perform agent skill set administration to ensure appropriate staffing levels and workload balance
Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc
Analyze call volume patterns to manage work shifts, lunches and breaks. Maintain communication channels regarding events that impact call volumes
Maintain daily event log of any systemic or operation issues impacting regional performance
Analyze historical performance data to identify trends (associate behavior, call volume, activities, etc.) and provide insightful expertise to regional leadership and centralized Workforce Management team. Develop and distribute relevant reporting to Regional Leadership
Associates Degree in Statistical Analysis
Must have at least two years of workforce management experience or equivalent with at least 1 year of call center experience
Proficient in MS Word, Excel, PowerPoint
Self-motivated and must excel in minimally managed position
Excellent verbal and written communication skills with senior leadership at various levels

108

Workforce Analyst Resume Examples & Samples

Strong desire to learn and master complex metrics, best practices and software systems
Fast learner who is driven to action and is never satisfied with the status quo
Ability to work a flexible schedule based on business needs/ issues that arise (including some early mornings, evenings, weekends, and holidays)
Intermediate Excel Skills (e.g. vlookups, pivot tables, sumproduct functions, etc.)
You are confident, self-driven, and competition excites and motivates you!!!!
Mathematical &, analytical background (e.g. statistics, math, finance, etc.),
Understanding of operational metrics (throughput, turnaround time, quality, etc.)
Experience with analyzing, interpreting and summarizing complex data sets

109

Workforce Analyst Resume Examples & Samples

Responsible for real-time monitoring, queue management and schedule adherence tracking for TRS
Facilitate agent skill assignment
First point of contact for WFM regarding system-related issues that impact production. Track and report issues and resolution
Create accurate and timely reports that reflect the centers performance
Participate in activities, including Ad hoc tasks designed to improve customer satisfaction and business performance
Bachelor’s degree with a minimum of 2 years’ call center experience in a workforce capacity
Excellent working knowledge of call center operations, metrics and related technology (ex: Verint, Avaya IQ)
Experience in forecasting, capacity planning, scheduling and real time functions in a multi-site/skill environment preferred
Excellent communication (both orally and written) and presentation skills
Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with internal partners to drive results
Skilled problem-solver and decision-maker
Must show attention to detail

110

Senior Workforce Analyst Resume Examples & Samples

Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards
Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained
5+ years’ experience managing a team of 5-10 RTAs and proven success in WFM or Operations Contact Centers
Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions
Experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Demonstrates effective, clear and professional written and oral communication
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
Previous experience implementing change management successfully transitioning programs into large scale operations
Proven ability to make and implement decisions
Proven ability to build relationships quickly
Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Fosters a positive team environment and collaboration within the site
Analytical, attention to detail, proactive self-starter
Strong prioritization, time management skills and ability to delegate effectively
Ability to embrace constant change with flexibility and good grace

111

Workforce Analyst, or, DOE Resume Examples & Samples

The Workforce Analyst II may also function as a technical resource for the WFO department or, alternatively, may focus on training and coaching employees
Responsible for the preparation and maintenance of staff schedules. Adjust staffing requirements daily/weekly/monthly/quarterly based on analysis of changes in volume, AHT and shrinkage. Communicate staffing and scheduling requirements to management. Provides data and alternatives course of action including development of various scheduling scenarios to management use for in decision making and planning
Coordinating cross training opportunities driving special projects designed to maximize efficiency and increase productivity and quality
Responsible for optimizing the queue structure and staffing of employees staffed in multiple queues across the network
Foster open and effective communication with Operations Management to exchange insights on factors that will impact SLA achievement, productivity, and staffing levels
Represent WFM in change programs to develop robust business requirements to design and integrate new technology into the operations environment
Influence strategies to share work across traditional boundaries and optimize overall productivity
Track staffing, shrinkage, occupancy and other key assumptions that influence the future staffing plan and provide timely input into the long-term planning process
Manage daily time-off allowances to encourage use of time off during periods of time where Service Levels will be achieved with less staff
Document and maintain a sound business continuity plan to limit member impact resulting from staffing shortfalls. Create a playbook of available levers to address volume / staffing imbalance
Engage in the ongoing critical review of workforce management processes to improve the quality of service provided to operational business partners
Monitor shrinkage and engage operational leaders to improve agent productivity
Experience with workflow management tool such as Facets, NICE Work Manager or K2 is beneficial
Experience in staffing, forecasting or scheduling is beneficial
Experience with workforce management software such as Verint, Nice, Monet, Blue Pumpkin and Aspect eWorkforce is beneficial
Experience with MS Windows and overall strong PC skills including experience using MS Excel required. Experience with MS Access a plus
Must demonstrate and maintain an extremely high regard for confidential and sensitive information
Must possess strong problem solving and analytical skills including the ability to see trends and patterns in data as well as ability to develop solutions and implement a course of action
Detail oriented, able to multi-task and work within an ever changing environment with tight turnaround times
Ability to work well within a team environment, focusing on the achievement of collective results
Experience in staffing, forecasting or scheduling for a contact center or back office environment is required
Experience acting in a lead or coaching role preferred
Ability to assimilate information quickly
Project management skills which include the ability to organize, plan, prioritize and develop multiple projects within time constraints. Effective presentation skills
Experience in working in a matrixed work environment, supporting customers across a broad organization
Track record of successful collaboration with others to influence positive outcomes

112

Workforce Analyst Resume Examples & Samples

Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling
Manage/maintain/update/evolve contact centre reporting in regards to service levels, absenteeism etc. Manage all aspects of the Ottawa Consultant pool
Manage time off requests, considering impact and informing Management of potential service level impacts
Produce schedules for 250+ Consultants residing in the Ottawa contact centre on a monthly basis
Prepare all reporting related to WFM
Provide recommendations to the business units to ensure they run as efficiently as possible
Ensure the accuracy of schedules for the Ottawa contact centre
Produce monthly schedules (minimum one month prior to execution)
Manage time off requests by time of day, language and skill
Determine FTE requirements for customer service representatives based on monthly call volume forecast (using simulation tools e.g.( Verint / Impact 360, etc.) for each area of activity
Adjudicate shift change requests based on business needs and provide recommendations to Management
Communicate monthly results to contact centre management team on a monthly basis
Provide business partners with potential solutions to typical challenges encountered in a contact centre environment: seating, call routing, scheduling, results reporting, etc
High degree of discretion and judgement is exercised in determining work priorities
Expectation to utilize sound judgement in the interpretation of data and instructions

113

Senior Workforce Analyst Resume Examples & Samples

Analyze & forecast contact volume, Average handle Time, Staff Shrinkage & other measurements based on validated historical factors and anticipated changes in business trends & changes in economic factors, natural disasters in order to determine staffing levels
Administer, improve and maintain functionality of all Workforce Management systems and sub-systems including
Real Time Adherence
Interaction Optimizer
E-time
IVR, ACD/PBX
Design optimized staff schedules based on calculated FTE requirements and business constraints. Continuously re-evaluate requirements as volume trends change and provide necessary recommendations to management
Collaborate with the Training team on developing and conducting training for end users on all workforce management systems and subsystems
Liaison to outside departments and SME for cross-departmental projects. The Sr. Workforce Analyst needs to be able to prepare & present Executive level reporting
Other projects as assigned by the supervisor
High School diploma or equivalent required, Bachelor’s degree in IT or Networking preferred
5 years’ workforce experience required
Interactive Intelligence experience preferred
2-3 years’ experience with Microsoft Access is preferred
Green Belt certified preferred
Knowledge of Penske systems (i.e. AS400, e-time, Interactive Intelligence)
Ability to foster strong relationships, especially with customers
Ability to prioritize, multi-task, handle multiple projects
Proficiency with MS applications including Word, Excel, Outlook, Access
Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required

114

Workforce Analyst Resume Examples & Samples

3+ years’ experience and success in WFM or Operations Contact Centers
Experience with Aspect and/or IEX
Experience with RTA work in multi-channel global contact center environments including phone, email and chat
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Ability to prioritize and meet tight deadlines
Analytical with attention to detail

115

Workforce Analyst Resume Examples & Samples

Manage daily service levels to plan
Coordinate staffing plan with operations management
Make recommendations to operations management on staffing levels to balance service objectives and cost
Keep operations and workforce management informed real-time of service risks or issues
Maintain agent schedules in real time
Knowledge of Workforce Management Software
Knowledge of Avaya CMS
A background in call center operations
Knowledge of Microsoft Office 2000 or 2003 including Word, Excel and PowerPoint
Knowledge of Microsoft Outlook as an email client
Interact in a professional manner with teammates, leaders and others
Excellent human relations, communication and team skills
Proficient, analytical and decisive troubleshooting skills
Focused and able to work independently
Must be able to be stationary at the computer for extended periods of time

116

Senior Workforce Analyst Resume Examples & Samples

Own and manage creation of long-term strategic and everyday tactical workload forecasting while continuously improving forecasting accuracy
Oversee the creation of long-term staffing requirements for capacity planning to determine future growth needs; partner with Site Vice Presidents and Operational Managers to determine global capacity requirements and constraints
Provide regular feedback and chart recommendations and changes as required; measure accuracy and account for variances
Provides reporting, trend analysis and strategic oversight of our forecasting strategy with a superior consumer experience in mind
Control and understand changes in workforce forecast/schedule impacts such as new hire classes, meetings, coaching, product releases and key disruptions
Requires planning, analysis, creating reports and executing solutions
Provide strategic insight in the review of long-term forecast performance, including the performance of individual business lines and products that are incorporated into the review of monthly results and budget
Responsible for monthly/quarterly/annual summary reports providing governance and overview for First Data call center and back office operations supported by Resource Planning

117

Workforce Analyst Resume Examples & Samples

Establishes a statistical baseline for call volume forecasts for SBS enterprise. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to leadership team
Establishes a statistical baseline for multi-channel (calls, email & chat) and back office forecasts for SBS enterprise. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to leadership team
Analyze multi-routing result of call volumes, call patterns, call trends and staff productivity for assigned call centers; use this information to build, coordinate, and accurately maintain employee long-term schedules
Communicates frequently with Regional leadership (GM/CRE/IE/QE) regarding scheduling shortages, shift changes and soliciting additional resources to fill scheduling shortfalls, as well as developing staffing strategies
Conducts analysis on historical data to determine multi-interaction volume shifts/trends (growth, client interaction trends, product migration impacts, service enhancements, 24x7, etc.) impacting staffing/capacity levels on a mid and long-term basis
Bachelor's degree or equivalent in education and experience
Skills & Abilities
Ability to influence and drive results
Ability to learn and work in a fast pace environment

118

Workforce Analyst Resume Examples & Samples

5+ years of experience with data analysis, including data gathering and quality control processes
Experience with Microsoft Excel at an advanced level for maintaining and exploiting data sets
Knowledge of the intelligence community (IC)
Experience with IC or DoD PPBE processes
Experience with IC or DoD manpower data collection and reporting

119

Workforce Analyst Resume Examples & Samples

Be the whiz-kid that brings a BI sensibility to our WFM team – show your expertise in SQL, statistical modelling, scripting & automation and a dynamic visualization style
Perform contact trend analysis to help management anticipate future impacts to our ability to meet service level goals; analyze data sets and deliver recommendations
Build short and long term forecasts with staffing recommendations; perform "what if" scenarios with volume, AHT, and shrinkage variables
Creation of human-centric flexible contact center schedules that balance demand and satisfaction
At least 3 years of experience working in a call center workforce management environment
Experience with standard call center applications and systems, including IVR, ACD and WFM software
Ability to forecast both manually and software-aided
Strong understanding of workforce management concepts and standard/alternative methodologies
Strong working knowledge of spreadsheet and database software, especially Microsoft Excel
Ability to prioritize multiple assignments and meet all deadlines with minimal supervision
Strong analytical and reasoning skills
Bonus points for any and all of the following: SQL, relational DB, microstrategy, tableau, scripting, AWS, quicksight

120

Workforce Analyst Resume Examples & Samples

Manage daily time tracking reports (i.e. employee production time), review necessary changes, and report to leadership on trends or issues
Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk
Interact with operations leadership and employees to ensure both business and employee needs are balanced
Proactively recognize opportunities for efficiency gains and process optimization throughout operations and recommend solutions
Assist in the creation of demand forecasts and capacity models to ensure staffing levels meet workload demands
Support all areas of the incumbent Workforce team with ongoing projects and ad hoc requests to ensure departmental goals and initiatives are achieved and maintained
Act as SME on workforce management solutions

121

Workforce Analyst Resume Examples & Samples

Real-time monitoring of AVAYA CMS, Taske Contact, WFM tools
Analyzing real-time and forecasted call trends and making adjustments to staffing level allocations as needed
Responsible to follow daily change-management practices to accurately document absenteeism and events impacting Operations
Responsible to communicate effectively with management any significant protocol breaches and technical issues impacting center performance
Report center metrics hourly to management by email and significant events promptly by phone
Effectively communicate any operational problems or concerns to the Workforce Manager
Workforce Analysts are responsible for training Operations Teams on use of WFM client applications and fielding questions from Team Leaders
Utilizing skills in MS Office suite applications, WFM applications and other contact center tools to perform daily responsibilities and complete projects
Providing custom reporting to the Operations Manager to drive center KPIs and uncover call-avoidance issues
Researching attendance and performance issues for HR and Operations Manager when required
Assisting Operations Manager with Time and Attendance tracking, Vacation Planning, and Leave of Absence periods
1-2 Years’ experience using Workforce Management software required
Bachelor’s Degree in Business, MIS, CIS, Mathematics or related job experience strongly preferred
Minimum of one year of experience in fast-paced contact-center environment required
Strong analytical, project management and communications skills
Advanced capabilities in MS Office suite applications

122

Workforce Analyst Resume Examples & Samples

Assists in the implementation of the WFM system within the organization to enable effective management of forecasting, staffing, working patterns and the provision of efficient schedules for agents that meet both employee and business needs. Takes ownership over the forecasting and scheduling cycle, from generating forecasts and constructing initial schedule bids to performing the weekly, daily and intra-day schedule adjustments. Analyzes and reports historical data and trends. Develops forecast models for call volume, handle time, headcount, attrition, PTO, sick trends and other planning assumptions. Produces various schedule scenarios to arrive at the optimum operational coverage with the lowest cost and highest quality of schedules. Prepares and manages day-to-day staffing schedules to ensure optimal coverage and queue efficiency. Manages the shift bidding, trial schedules and schedule adjustment processes. Manages the time off process for the call center agents. Responsible for managing intra-day activities like the optimization of breaks, lunches, team meetings, training and coaching session scheduling to enhance staffing levels. Forecasts the long-term and short-term headcount requirements at a site and network level for budget planning and service level coverage. Plans for future staffing needs based on call pattern trend analysis and key developments that affect staffing levels. Tracks the level of manpower with the staff budgets to ensure costs are on target. Analyzes the performance of the forecasting and scheduling tools and ensures the implementation of process improvements. Creates various reports, including headcount, attendance, call center productivity, schedule adherence and ad hoc reports, to support management in achieving the department goals. Administers the WFM application. Acts as a primary CRC contact for issues relating to the WFM application and processes. Helps drive innovation and continuous improvement in WFM and related business processes. Works cooperatively with other members of the Customer Experience team to manage projects by setting expectations and priorities, interacting with decision-makers and making sure all agreed upon deliverables are met according to project timeline commitments. Performs other job-related duties as assigned or apparent. The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company
Bachelor's degree. Experience with Calabrio WFM 9.4 or later
Minimum of 2 years of WFM experience in a call center environment. Experience with workforce management applications (i.e., Calabrio, eWorkforce, IEX, Blue Pumpkin, etc.). Experience with the implementation, utilization and support of a WFM system including forecasting & scheduling, as well as application maintenance. Experience with call center terminology and functions, including experience with Cisco CUIC or any other intelligent call routing/ACD system
Strong technical documentation, problem solving and analytical skills. Ability to analyze numerical data; interpret information and trends; and utilize learning to provide recommendations for improvements and influence peers, CRC staff and leaders. Ability to quickly absorb, understand and take action on the basis of the Company's operations, customer service and sales functions. Confident personality with the ability to interact at all levels and establish rapport with both internal and external stakeholders. Ability to multi-task and support multiple projects in a fast paced, high-pressure, constantly changing environment. Attention to detail, objectivity and the ability to think strategically. Strong mathematical, organizational and communication skills. Proficient in Microsoft Excel and Word

123

Workforce Analyst Resume Examples & Samples

Ability to demonstrate leadership capabilities
Ability to multi-task and prioritize task(s) in a high volume, high stress environment
Ability to be proactive, detail oriented, and organized, with good follow-up skills
Two-year college degree or equivalent work experience
Minimum two years experience in a call center that used automated tracking tools, including Work-Force Management software required
Proficiency with eWFM scheduling software preferred
Proficiency with CentreVu Supervisor preferred
Experience with Automatic Call Distribution (ACD) and Call Management System (CMS) systems and reports preferred
High proficiency with Microsoft Word and Excel
Show high levels of professionalism and confidentiality at all times
Basic understanding of Workforce Management practices

124

Workforce Analyst Resume Examples & Samples

Functions include forecasting, scheduling, and administration of intra-day staffing and service for Store Operations
Create forecasts as well as analyze and compare like stores and restaurants on sales, labor and transactions
Develop, implement and maintain labor model and processes
Track, report and analyze labor process to ensure compliance
Generate long-term and short-term forecasts
Provide data and analysis to all levels of management
Communicate necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary
Work directly with field operations staff and management to implement new processes
Hard Skills: Strong knowledge of labor modeling and labor modeling software. Working knowledge of Reflexis a plus
Soft Skills: Excellent written and oral communication skills; excellent listening and interpersonal skills; ability to communicate ideas in both technical and business terms; highly self-motivated and directed; keen attention to detail; proven analytical and creative problem-solving abilities; ability to effectively prioritize and execute tasks in a high-pressure environment; strong customer service orientation; experience working in a team-oriented, collaborative environment

125

Workforce Analyst Resume Examples & Samples

3-5 years business experience with Workforce Management experience in contact center operations and analysis
1+ year experience in contact center or Workforce Management reporting and analytics
1+ year experience with contact center planning tools such as Bay Bridge Decision technologies
Knowledge and understanding of SQL or SAS coding preferred
Knowledge and understanding of Genesys WFM and Infomart Reporting for phone and non-phone contacts preferred
Knowledge and understanding of call center methodology which must include an understanding of Erlang C theory, random call arrival and call queuing theory, service level staffing and other call center dynamics
Knowledge and understanding of Bay Bridge staff planning preferred
Strong understanding of variable cost models and how staffing decisions impact the cost structure
Excellent computer skills with an emphasis in MS Excel and MS Access
Strong analysis skills and experience with problem solving; including detailed variance analysis for contact center metrics
Basic understanding of telecommunications to include terminology, definitions, telecom cost structure, and ACD reporting
Detail oriented and extremely accurate with work
Strong communication skills with operational teams, peers, and executive management

126

Workforce Analyst Resume Examples & Samples

Responsible for the execution of the organizational methodology of labor allocation via scheduling and staffing of employees
Creates labor schedules and executes decisions on staffing for organizational units within scope of responsibility
Responsible for collaborative interfacing with Facility Chief Staffing Officer for the creation of daily labor allocation plans, communication of plans to unit and facility leadership and execution of plans at the unit level through the enforcement of the organization’s staffing model
Independent decision maker regarding the development of daily labor allocation plans and actions to apply the organization’s staffing and scheduling policies and CBA constraints
Works with Nursing Supervisors to collaboratively develop action items to facilitate efficient and effective coordination of patient throughput and staffing
Consults with the Facility Chief Staffing Officer to problem solve and or implement new policy and practices
Knowledge and understanding of and the ability to make scheduling decisions congruent with the CBA
Mastery of all Information Systems associated with creating nursing staff schedules and shift by shift staffing consistent with the CBA and requirements of the respective unit/specialty and or facility
Ability to validate competencies, experience, and or certification/licensure of staff being scheduled
Understands the relationship between staffing to core, minimum, and peak, and nurse: patient ratios
Ensures Staffing Grid accuracy
Scheduling decisions reflect an understanding of productivity and financial efficiency
Demonstrates effective utilization of Full-time, Part-time, PRN, and Contract Labor FTEs
Creates, distributes, and review reports (Incidental OT, Premium Pay, Fulfilling Commitments, etc.) with the respective unit manager/director
Accurate documentation and data entry that reflects the efforts, communications, and processes associated with developing the final schedule
Monitors real-time/daily/unit productivity and collaborates with unit leaders in meeting staffing needs and productivity standards
Ability to forecast/project volume, census, and acuity
Maintains professional relationships with internal and external customers (staff, directors, peers)
Strong Communication skills as demonstrated by proactive communications with key customers and the ability to establish realistic expectations and communicate difficult decisions/information
Appropriately schedules resources to specific units/specialties
Develops expertise, credibility and trust among internal customers
Ability to appropriately prioritize scheduling and staffing needs and requests when creating the Schedule and staffing the units
Preferred experience (3-5 years) as Hospital Staffing Coordinator or Workforce Analytics Analyst
Must have experience in developing collaborative and effective relationships with hospital leaders and managers
Experience must be applicable to applying organizational methodology of hospital labor allocation plans in order to develop and deliver forecasts that support productivity and financial efficiency
Preferred experience in Collective Bargaining environments
Strong skills in Microsoft Word and Excel
Ability to readily master new software

127

Contact Center Workforce Analyst Resume Examples & Samples

3+ years previous experience in quantitative analysis and/or data management, or in-depth academic experience in business, analysis or statistics
SAS, Visual Analytics and/or Tableau and Business Intelligence experience preferred
Workforce Management experience preferred
Oral Presentation experience preferred
Ability to think analytically, conceptually and strategically
High degree of interpersonal skills necessary
Knowledge of data, databases and their manipulation
Strong Microsoft Office skills
In-depth Excel, Business Intelligence, SAS, Tableau and SAP knowledge preferred
Ability to quickly learn and leverage various software tools and systems
Ability to multi-task, prioritize, and meet deadlines
Detail orientation and superb follow-through
Drive and initiative

128

Workforce Analyst Resume Examples & Samples

Bachelor’s degree and 4 years of related experience, Master’s degree and 2 years of related experience or 8 years of experience will satisfy degree and experience requirements
Candidate must have 4 or more year’s customer service analyst experience in contact center operations
Strong working knowledge of Workforce Management processes, such as Forecasting, Scheduling, Adherence, and Tracking
Must be a US citizen or green card holder
Prior SSA or Federal consulting experience

129

Workforce Analyst Resume Examples & Samples

The Workforce Analyst I would have two years of higher education and/or working toward a degree in Business, Mathematics, Statistics, or related field with at least one year of healthcare systems and/or business systems experience or the equivalent combination of education and experience. 1-year plus relevant experience in a contact center, customer service or claims department
Experience in staffing, forecasting or scheduling is preferred
Experience with workforce management software such as K2, Verint, NICE Work Manager, Monet, Blue Pumpkin and Aspect eWorkforce is beneficial
Experience with MS Windows and overall strong PC skills including experience using MS Excel required
Excellent verbal and written communication skills with the ability to relay information with tact, diplomacy, patience and professionalism. Business writing skills with proper punctuation, spelling and grammar to create written instructions, memos and correspondence as assigned
Possess the ability to communicate to a wide range of individuals including senior management
Detail oriented, able to multi-task and work within an ever-changing environment with tight turnaround times
Willing to engage in unfiltered conflict on ideas, while committing to support decisions and action plans

130

Verint Workforce Analyst Resume Examples & Samples

Candidate must have 6 or more year’s customer service analyst experience in contact center operations
Working knowledge of VERINT Workforce Optimization suite of services
Strong analytical and logical skills paired with strong attention to detail

131

Senior Workforce Analyst Resume Examples & Samples

Scenario based modeling for key programs within contact centers to determining resource requirements
Maintain simulation models that accurately reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, Occupancy, etc
Perform statistical analysis, identify gaps, associated costs and recommended implementation for a multitude of complex programs impacting resource plans
Proactively assess long term patterns such as year over year growth, trends and seasonality and ensure integrity of the data by normalizing the historical data to build a stronger base for long term forecasting
Develop partnerships with various stakeholders to validate forecast assumptions based on key business drivers and various data sets from program leads
Strong process acumen and demonstrated creative problem solving skills
Motivated and highly adaptable with the ability to deliver results under pressure of multiple deadlines
Working knowledge about SAS and SQL programming/query skills will be helpful but not essential

132

Workforce Analyst Resume Examples & Samples

Advance knowledge of WFM Systems
Ability to update information into WFO systems and understand impact of the changes
Solve a wide variety of problems of moderate complexity and scope, using a rational, analytical approach
Intermediate computational skills to produce reports, when needed
Good Excel Skills
Effective communicator with both written and verbal communications
Good analytical abilities, systematic and precise thinking
Ability to analyze KPI trends & trouble-shooting of issues to maximize the efficiency of systems and process in support of the enterprise
Ability to formulate recommendations based upon analysis, data and input from peers and management

133

Workforce Analyst Resume Examples & Samples

3-5 years’ experience in a Call Center and or Business Process Services
3-5 years’ experience forecasting with workforce management tools and working with call routing strategies
Skills and experience in advanced Excel VBA and pivot table formulas, SQL data extraction, data manipulation, statistical methods, and analytical toolsets
Well-versed in spreadsheet and database tools
Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously
Able to make daily decisions based on call volumes and forecast in order to ensure proper staffing needs are met
Strong Analytical, Math, Reasoning and Investigative skills
Ability to prioritize, organize and summarize data from multiple sources
Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others
Able to leverage a forecasting and scheduling tool to predict call volume to plan for appropriate staffing requirements
Forecast call volume demand and other contact (Email, etc.) demand volume and manage scheduling of skilled staff based on historical anticipated volume
Assure accurate monthly/weekly/daily/intraday forecasts and assure alignment with call routing applications
Use workforce management application, call volume history, and overflow data to determine staffing levels and optimal shifts, work window to handle workload requirements
Generate and adjust long-term, short-term and active forecasts to achieve center goals
Monitor multiple increments and daily call volume, average handle time (AHT) and staffing requirements to ensure call volume is in compliance to forecast
Monitor real time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day
Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, and handling multiple tasks aimed at meeting/exceeding ongoing goals and objectives
Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, and Conformance, working closely with them to proactively identify ways to improve results
Assure timely system updates of staff movement, historical results and proper trending within the workforce management application. Review previous day’s results and adjust histories for special days and call distributions
Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead; Monitor and post requests for time off, exceptions to scheduled time as determined by management and maintain calendars of those events
Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues
Serve as an internal expert on Key Performance Indicators ("KPIs") that impact the contact centers ability to consistently and effectively meet its goal and customer satisfaction expectations
Our culture prepares you for a lifetime of learning and professional development

134

Workforce Analyst Resume Examples & Samples

Management of Executive Dashboard within the Workforce management solution for Senior Management
Perform operational analysis and communicate business results
Provides Key Performance Indicator summary reporting and analysis of retail volume, productivity, trends and budgets to optimize staffing requirements
Develops staffing recommendations based on forecasting models to continually achieve operating budget and staffing numbers
Designs and maintains schedules on a daily, weekly, monthly interval basis, based on organizational objectives
Reviews daily overtime requirements based on attendance and queue performance
Performs data mining, analyses data and develops written reports and summaries for internal and external sources
Negotiates and redesigns schedules to meet performance and productivity requirements
Trains store managers on workforce management tool and principles
Works on continually improving the workforce management solution and environment within the organisation to maximise its value
Develops 'What if' reporting and scenario building within forecasts and schedules
Develops strong relations with internal and external business partners to optimize and enhance integration
Define reporting and alerting requirements
Maintains and documents system processes
Provides recommendations and solutions to recurring issues
Communicate key insights and findings to product team, (IT and vendor??)
Assists the field operations on how to perform specific tasks related to the workforce management tool
Develops plans for training needs based on information received from the field partners
Three to five (3-5) years of experience in forecasting and scheduling
Demonstrated knowledge of Workforce management applications is required
Proven capability to work in a fast-paced environment with limited supervision
Ability to work under pressure of tight deadlines, where a high degree of creativity and adaptability is needed to solve multiple problems on a daily basis
Advanced Microsoft Office skills, especially in Excel to identify, track, and report on day of week, intra-week, and seasonal data trends
Excellent communication skills, with the ability to express technical knowledge, processes, and procedures clearly for a non-technical audience

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Workforce Analyst Resume Samples

The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

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15 Workforce Analyst resume templates

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Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst / Forecaster Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Call Centre Workforce Analyst Resume Examples & Samples

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Senior Workforce Analyst Resume Examples & Samples

Gwfo Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Ccb-workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Ccb-workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Contingent Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Real Time Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst, Mid Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Senior Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

Workforce Analyst Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume