Workforce Management Resume Samples

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J Mertz

Junius

Mertz

387 Keven Trail

Philadelphia

+1 (555) 947 4860

387 Keven Trail

Philadelphia

Phone

p +1 (555) 947 4860

Experience Experience

Chicago, IL

Workforce Management

Chicago, IL

Lind-Lakin

Chicago, IL

Workforce Management

Training and facilitation of a work force management system to end users to include the technical aspects, change management and practical adoption
Develop and document standards, policies, processes, and business rules around workforce management for a multi-site environment
Identify and develop future leadership in Workforce management
Interact with various department Cast and Leaders to develop process improvements for this operation
Workforce management on call volume, forecasting, resource capacity and efficient staff scheduling to meet service level targets
Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and team work
Assist with developing and maintaining system and process documentation

Los Angeles, CA

Workforce Management Manager

Los Angeles, CA

Block Group

Los Angeles, CA

Workforce Management Manager

Implement Workforce Management departmental policies and procedures as directed by the Workforce Management Director
Actively advise and provide guidance to the business units around scheduling, labor management and leave management
Analyze staffing data provided by department and Finance and make recommendations to senior management
Integrate recommendations with other workforce management functions such as workload and staffing
Leads the development of demand planning strategy, foot-print planning, and benchmarking workforce management competencies and models
Performs special adhoc reports working with senior management and auditing Virtual Roster/Kronos for cost savings opportunities
Establish yourself and your team as subject matter experts of scheduling, deployment, time recording and attendance management

present

New York, NY

Director, Workforce Management

New York, NY

Durgan-Kovacek

present

New York, NY

Director, Workforce Management

present

Act as a mentor and/or manager, assist in the career growth and development of the Workforce Management team by driving focus on our values
Develop long term strategic vision of workforce management
Work closely with senior leadership to create and execute growth strategies
Manage Workforce Management budget and collaborate with business owners on their budgets
Develop and execute a WFM strategy that aligns to Grainger, Contact Center and Site Strategies
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Develop staffing models that drives flexibility to deliver strong service levels and lower cost to service

Education Education

Bachelor’s Degree in Business Administration

University of Kentucky

Bachelor’s Degree in Business Administration

Skills Skills

Proven ability to build, manage and foster a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Demonstrated ability to handle visual monitoring and data entry simultaneously
Excellent leadership and management skills
Excellent communication (written and oral) and interpersonal skills
Desire to work in an information systems environment
Skilled in query internet and other online data repository systems for specific data

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Workforce Management Resume Examples & Samples

Provide support for the management of 30 processes necessary to adequately support the Labor Administration and Time Team components of the Labor Service Center and 90 audits to correct various system defects and ensure compliance with policy, contracts, and law
Interact with various department Cast and Leaders to develop process improvements for this operation
Assist with testing new enhancements to systems prior to implementation to ensure proper functionality
Assist with developing and maintaining system and process documentation
Partner with appropriate Employee Relations, Labor Relations, Human Resource, Finance, Compensation, DWSS Payroll, DWSS EAS and Information Technology teams as required
Currently earning a college/university degree as a sophomore, junior or senior
Currently enrolled in a four-year Industrial Engineering, Computer Science, Management Information Systems, Information Technology or related program
Proficiency in Microsoft Office Applications
Experience with databases and spreadsheets (Ex. Microsoft SQL Server 2005 or later, Access, Excel)
Experience with Web technology such as ASP.NET and SharePoint
Experience with programming languages such as VB.NET and Visual Basic for Applications (VBA)
Proven analytical skills with the ability to analyze data and translate for clients
Demonstrates self motivation and follow-through
Must be a team player with positive attitude
Ability to work in a fast-paced environment with tight deadlines
Ability to handle multiple tasks and confidential information
Ability to work with all levels of cast members
Some experience with Walt Disney World Labor Systems such as CDS, Cast Link, Extra Hours Hotline and Workbrain
Proficiency in SAP and Service Center
Disney College Program Alumni
Labor management experience

Workforce Management Workload Resume Examples & Samples

Conduct Industrial Engineering analysis projects, particularly in operational planning support, workload planning and forecasting, capacity utilization, and productivity/process improvements
Ensure the appropriate methodology, measurements, tools and quantitative techniques (e.g. data collection, computer simulation, statistics, process flow analysis, etc.) are applied in projects
Lead and participate in team efforts and work on projects which require interfacing with all levels of cast and management
Prior related work experience, including co-op/intern programs with a focus on problem solving
Demonstrated strong analytical, problem solving, and decision making skills
For co-ops: ability to work multiple, rotating terms from 4-6 months in duration
Currently enrolled in a four-year Industrial Engineering or related program
Cumulative GPA of 3.0 or higher (Note: Cumulative GPA stated on resume and application must match cumulative GPA of current institution’s transcript. Please, no rounding.)
College transcripts (official or unofficial) - Please upload your transcript while completing the online application

Real Time Specialist Workforce Management Resume Examples & Samples

Make real time adjustments to staffing forecasts in WFM tool, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirement
Provides standardized reports for management review such as: daily/weekly/monthly call volume forecasting and staffing required, ACD data for call flow and staffing, daily/monthly attendance/absenteeism, etc
2-4 years of related forecasting, scheduling, real-time and technical experience in a contact center
Advanced knowledge of call center management and various forecasting/scheduling/real-time software
Strong knowledge in automatic call distribution (ACD) technology

Mgr, Workforce Management Resume Examples & Samples

Represent and/or ensure representation for projects impacting the call center
Monitor call center metrics and agent performance metrics as they pertain to call center operational results
Analyze monthly operation statistics reports, to evaluate the methodology of deriving and calculating the operational measures reported
Provide recommendations for additional reports, tracking tools, and/or metrics that will contribute to the management of productivity and performance
Drive process improvement projects and project management around tasks. Identify and manage internal process breakdowns, requirements, and performance gaps (i.e., call center, training, communications, field fulfillment, marketing, operations)
Travel to market offices as needed

Workforce Management Lead Resume Examples & Samples

Responsible for driving delivery of PCB Technology financial commitments by playing a lead role in commercial decision-making, including management of risks against delivery and maximising incremental efficiencies
Align PCB Technology Build cost management strategy and initiatives to the PCB and Group O&T priorities
Partner with the PCB Technology Finance Business Partner team to define project portfolio and cost centre structures and ensure financial planning, forecasting, tracking and reporting of costs by project and cost centre is executed efficiently and consistently across PCB Technology
Exercise commercial control and allocate budget (P&L and Cash) by cost centre and project for the PCB Technology Build function working in partnership with the PCB Technology Finance Business Partner and the PMO team
Direct influence, oversight and strategic guidance for all cost allocation and commercial components of PCB Technology activities including journal submission/sign off, ETAs, accruals, time recording charges, capitalisation, recharges outsourced activities, consulting appointments, right-shoring benefits, MTP/STP, RAF submissions as well as budgeting, forecasting and charging for Development spend and OPEX
Apply appropriate challenge and approval for spend, exercising consistency and appropriate control and tracking of cost savings for the PCB Technology Build the Bank team
Partnering with the PCB Technology Finance Business Partner (FBP) to deliver insightful, high quality, meaningful management reporting across the PCB Technology Build spend base. To include Cash, capitalisation and P&L views
Direct influence for vendor management, being the key interface with the wider PCB vendor management team
Work with PCB Technology ExCo, Group O&T Chief of Staff functions, PMO team and Business stakeholders to identify new opportunities to drive efficiency and cost reductions – work with them to mobilise delivery
Report, track and support the management of all risks related to the successful delivery of the PCB Technology cost targets
Define, implement and manage the approvals process to enable the ongoing management of financial and commercial costs associated with internal and external spend approvals. Partner with Group O&T to ensure these processes are aligned and streamlined
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards
Provide leadership to the PCB Technology Build Cost Management team by developing and maintaining a clearly articulated definition of the vision for the function
Provide inspirational thought leadership and manage multiple concurrent people initiatives ensuring effective development engagement and execution
Continually develop a commercial and entrepreneurial culture which inspires others to perform at a level which matches career development and aspirations
The successful candidate will have significant demonstrable commercial experience covering financial and business control, performance reporting, analysis and both annual and strategic planning expertise
The ideal candidate will have prior experience of cost management and specific knowledge of change finance processes gained within the Financial Services industry over a complex, global, multi-business with significant experience in identifying cost savings, capitalisation principles and project financial reporting
The successful candidate will have strong people management and leadership skills and have had specific experience working in a matrix management model where influencing, challenging and negotiating skills have been highly leveraged
The role holder will have proven ability to effectively build capability in virtual teams with the ability to negotiate in a sphere of influence at a senior level
The successful candidate should be educated to degree level in a relevant discipline ideally with an honours degree with a proven track record of personal and professional achievements

Workforce Management Resume Examples & Samples

Utilize IEX for scheduling and exception management, as well as monitoring Real Time Adherence and Intraday for effective staff management
Utilize Avaya CMS to monitor real time call volume and service levels to make appropriate staffing decisions. Provide scheduling and staffing management support to ensure success in meeting Service Level Objectives and PCA Interval Objectives, as well as commitments to outbound campaigns as provided by Marketing
Provide analysis of department performance, both real time and historical, to identify trends, issues or opportunities and implement appropriate action in a timely manner
Process employee requests for vacation, flex while monitoring business needs to ensure objectives are met
Maintain employee Skill information in appropriate locations, making accurate and timely changes as needed based on business needs or employee changes
Certified Workforce Planning Professional (CWPP)

Forecasting Specialist, Workforce Management Resume Examples & Samples

Forecast inbound and outbound demand and shrinkage in the 30-90 day range at a daily level and provide guidance on intraday patterns
Interface and assist with the Budget/YEE planning and reviews
Produce weekly schedules and balance conditions
Manage the relationship between WFM and contact center agents regarding scheduling questions
Analyze actual results and connect them with the original plan
Present results to Operations teams on operational performance
Analyze adhoc requests that influence supply and demand
Review and assess 3rd party capacity plan on a weekly basis
Assess team-count reporting from budgeting team and establish hiring plans
Communicate and co-ordinate hiring efforts with various stakeholder groups
Analyze short-term staffing conditions and provide solid mitigation plans to the Real Time team
Conduct post-mortem analysis and extract learnings
Act as a WFM Subject Matter Expert (SME) on cross-functional project teams
Identify areas of improvement and propose recommendations

Head of CTI Productivity & Workforce Management Resume Examples & Samples

Governance of CTI financial productivity; drive responsibility and accountability with fact based analysis and communications. Including implementing process standards, establishing annual targets, validation of savings, and publication of result against targets
Accountable for ensuring global labor productivity ties to workforce reporting across all categories. Ability to leverage business knowledge and key relationships to gain insight to labor productivity inititaives and risks associated. Continuous interaction with both the leadership team and extended organization required
Financial oversight inclusive of expense management and controls, annual budget planning and ongoing forecast management. Specifically focusing on,correlation of workforce data to expenses. Constant interaction with regional & functional leaders and financial partners
Responsible for the definition and publication of global workforce management reporting inclusive of headcount analysis and forecasting (employees and 3rd party non-employees) for CTI and by LTM. Including correlation of data across all workforce changes – resource composition, location, organization structure, and more to accurately manage changes and forecasts across all aspects
Responsible for developing action plan to achieve all workforce scorecard objectives and reporting of these metrics to EI and Corporate as required. Provide standard reporting to dimension progress and projection against each objective
Manage ad-hoc analytical requests and lead efforts in the analysis and generation of detailed management information reporting – liase with operational partners including FinCon, HR, Risk Management, CTI Business Management, and Regional Providers to ensure transparency and accurate reporting
Head Financial & Workforce Managment must be able influence execution and results across teams all CTI teams. The building of relationships and partnerships will be required to respond to management regular ad-hoc requests. Must be able to balance multiple requests and self-prioritize those requests in a manner that ensures critical items are completed promptly and effectively. Must be able to lead change and develop innovative solutions that enables the organization to operate efficiently and effectively. Expected to have regular interaction with and presentations to CTI leadership teams
Expected to operate as a central service to CTI across all regional and operational teams. Reduce local effort and overhead with workforce management within each of the core teams; provide end to end controls, tooling, and reporting to effectively manage all changes

Workforce Management Manager Resume Examples & Samples

Bachelor’s Degree in Business, Finance, Operations or related fields
Progressive operational experience in a formal or informal leadership role, preferably with some tenure at a fortune 100 company
Leadership experience over a large metric-intensive operational unit with a span of control between 80 to 100 associates
Data Analysis experience
Strong communication skills both written and verbal is a must as you are communicating daily with the Senior Leadership team and key stakeholder within the Workforce Management Enterprise to ensure the departments are on plan to meet the goal for the day and to take actions as required
The ability to make sound and good decisions, strong attention to detail, excellent time management skills and the ability to problem solve
Intermediate proficiency in Microsoft Office Word, Excel and PowerPoint
Organizational skills and ability to multi task
Meet clearly stated expectations and take responsibility for achieving results
Prior experience in a health care or insurance setting highly desired

Workforce Management Resume Examples & Samples

Provide support for the management of 30+ processes necessary to adequately support the Labor Administration and Time Team components of the Labor Service Center and 90+ audits to correct various system defects and ensure compliance with policy, contracts, and law
Ability to work with all levels of Cast Members
Experience with programming languages such as VB.NET and C#

Director, Workforce Management Resume Examples & Samples

Provide strategic direction, tactical leadership and day to day responsibilities for the Merchant Support workforce employees and insure proper staffing and training to accomplish departmental goals and objectives
Grow and develop workforce team to support all lines of business within Merchant Support organization. This includes: Authorize.Net Merchant Support, CyberSource Technical Support and Screening Management Fraud Review; with employees and vendors located in multiple global locations
Collaborate with Merchant Support key stakeholders to develop processes, procedures and methodologies which support the stakeholder's goals for each business unit
Participate as a key stakeholder in Merchant Support initiatives and projects; provide expert opinion, ad hoc analysis, and recommendations to drive the success of the organization
Drive cost savings initiatives for operational efficiencies including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across multiple customer interaction channels: phone, email, eticket, fax, chat and back-office functions
Design workforce processes, procedures and methodologies used for developing accurate and timely forecasts for staff and capacity planning. Assess and quantify near term risk and opportunities and the impact to business initiatives
Collaborate with Business Partners in the preparation of the forecasting process to ensure business needs are met and translate those needs as appropriate
Maintain appropriate reporting of systems and procedures for Merchant Support hiring, turnover, and tenure to identify trends which impact staffing, recruiting ability, and staff productivity. Partner with Merchant Support stakeholders to coordinate hiring plans as needed
Coordinate, communicate and maintain contingency management processes across all Visa's Merchant Support Global locations
Support and maintain workforce tools and systems used for contact center routing, staffing, forecasting and reporting.
Minimum 10 years of contact center workforce management experience
10 years of progressively responsible experience in an operations, business analysis, finance or statistics environment
10+ years demonstrated people management experience
Demonstrated management experience of exempt and non-exempt staff
Must be a self-starter and highly motivated business oriented independent thinker
Comprehensive competency with call center technology such Avaya, Cisco, Genesys, Adeptra
Strong knowledge Genesys WFM or similar tools
Excellent communication skills both verbal and written in English, bilingual preferred, including the ability to effectively communicate both internally and externally
Proven tactical skills with the ability to identify connect and communicate opportunities that achieve objectives
Excellent organization, planning, project management and analytical skills

Real Time Specialist, Workforce Management Resume Examples & Samples

Inform service center management of decisions made regarding OT and off-phone activities with up-to-the-minute daily statistics
Monitor interval service levels, schedule adherence, agent work states
Communicate identified intra-day risks to service center management and business partners
Monitor and manage intra-day staffing in contact centers to ensure balancing of staff requirements (attaining similar OT and PTO goals in proportion to existing staff and currently attained OT and PTO) and compliance to forecast agreements
Manage the day-to-day business of handling call traffic utilizing intra-day ACD reports and exception tracking
Advanced computer skills to include Monet or IEX TotalView software or similar (required), Avaya CMS Platform (required) and advanced aptitude in MS Access and Excel (required)
Proficient in workforce, workload and load balancing processes

Workforce Management Lead, CO Resume Examples & Samples

Determine the appropriate staffing levels that are needed on a daily / hourly basis to achieve service level goals and create required schedules
Manage and develop a team of WFM analysts across multiple sites
Review / create forecasts to predict work distribution and volume based on analysis of historical trends and external factors
Manage offline activities to ensure service level delivery and stay within budgeted shrinkages
Work with Training and OPS to manage all training and coaching requests
Support our outsource partners with schedule recommendations
Determine the need for and take action to redesign departmental schedules, training plans, etc. to meet changes in business objectives
Partner with the local OPS and Global WFM teams to ensure service levels
Provide input for headcount modeling calculations including seasonal variations and product launches by market
Manage all over and under capacity to maximize utilization while protecting service levels
Management and maintenance of workforce management systems

Specialist, Workforce Management Resume Examples & Samples

Long-term workforce forecasting
Solid business analytics and financial acumen
Experience in call centre forecasting, planning and workforce management
Experience managing vendor relationships
Ability to confidently lead large cross-functional teams and influence without authority
Ability to identify issues and quickly work to resolve them
Advanced ability in Microsoft Excel
A University Degree focusing on Business, Mathematics or Engineering

Director, Workforce Management Resume Examples & Samples

Lead a team of 3 to 5 direct reports (60 associates total)
Be responsible for overall accountability and strategic vision for the Workforce Management organization
Manage Workforce Management budget and collaborate with business owners on their budgets
Provide analytical insight for Contact Center leadership to support cost and quality improvements. Create workforce planning models and work with Call Center and Finance leadership to ensure accuracy of modeling assumptions and outputs
Partners with other customer-facing organizations to identify ways to continually improve customer experience and determine downstream impacts
Oversee long range forecasting, capacity planning, and scheduling for 10,000 Contact Center associates
Be responsible for daily, weekly, and ad-hoc reporting
Mitigate high priority risks and resolve escalated issues
Facilitate Leadership meetings to report on status and resolve issues
Produce executive summary presentations, create and maintain databases to track operational performance analyze data and summarize performance using statistical procedures as well as develop and analyze operational performance scorecards
Develop and maintain relationships with business stakeholders across the enterprise and act as executive single point of contact
Drive change through collaboration and consensus building with different lines of business
Own relationships with leadership for 15 internal Contact Centers
Be accountable for ongoing recruiting, training, and development
5 or more years’ experience in leading large teams and delegating authority where appropriate as well as managing complex problems
At least 8 years of workforce planning/management experience
Experience leading a Workforce Management team supporting a large group of associates across multi-site (ideally international) locations
Experience with Workforce Management software, such as Aspect, IEX, or related system
Strong inter-personal, communication, consensus building, and collaborative skills
Ability to influence multiple stakeholders and willingness to challenge the status quo
Ability to drive decision making, navigate large organizations, and build strong relationships
Understanding of impacted business capabilities and processes
Understanding of corporate strategy goals
Experience leading or consulting with a large Contact Center
Predictive Modeling expertise

Contingent Workforce Management Resume Examples & Samples

Responsible for day-to-day management of the VMS including: installation, upgrades, troubleshooting, patching, backup and recovery
Assist in the planning, execution, and tracking of VMS / CWM projects
Develop and discover standards and best practices that adjust with the marketplace and that limit risks to company through exposure
Complete tasks on schedule, with high quality, and with attention to detail while identifying and managing task dependencies and critical path
Develop and provide detail reports on multiple metrics designed to assess effectiveness and cost savings of CWM project
Drive issue resolution process with hiring managers, address Contingent program questions
Drive process and system improvements with program. Lead cross-functional efforts with vendor and internal stakeholders to improve Vendor Management System functionality, integrations, and data integrity
Conduct audits of Contingent Workforce and Contingent Workforce vendor to ensure processes and policies are being managed effectively
Leverage best practices from industry in influencing and driving program strategy. Make recommendations on program changes and conduct cost/benefit analysis of potential improvements
Train managers on contingent worker program processes and purchasing processes
Participate in supplier and vendor business reviews, analyze supplier performance and develop surveys to measure satisfaction ensure supplier meets KPI/SLA requirements and that customers are satisfied
Interfaces between departments (Recruiting, Procurement, HRBPs, Legal & Finance)
Analyze trends with program and consolidate data/information to present for review with primary stakeholders and drive decisions based on data
Support continued deployment of the contingent workforce program across Disney Enterprise
Other responsibilities may be assigned based upon business need
Experience working both independently and in a team-oriented, collaborative environment with minimal supervision
Must demonstrate strong analytical and problem solving skills. Must have ability to effectively use data to drive recommendations
Strong project management and process improvement background
Excellent communication, cross-group collaboration, and interpersonal skills Ability to work independently with minimum supervision and lead multiple projects simultaneously involving various groups / locations / vendors
Must have strong organization skills, detail oriented, conscientious, thorough and accurate
Ability to work in a fast-paced environment and dealing with ambiguity
Advanced knowledge of Excel data analysis / manipulation, including pivot tables, V-lookups, and chart creation
Strong working knowledge of PowerPoint, Word, Outlook, etc
Strategic thinker – must have experience in developing innovative strategies, preferably in contingent workforce management
PMP and Six Sigma certification highly desired
Prior experience in working directly with front line managers, leaders, and employees or HR preferred

Supv Workforce Management Resume Examples & Samples

Supervises the Workforce unit to ensure effective and efficient operations
Directs the development and implementation of short or long term volume/staffing forecasting models for inbound and outbound lines of business unit
Oversees the timely analysis of work volume and the effective administration of daily workflow to achieve service level and processing objectives
Gathers and maintains historical data, developing statistical models and producing volume/staffing forecasts to determine required resources to meet cost and service level targets
Produces and implements automation or procedural changes to increase productivity, accuracy and improve workflow

Director Workforce Management Resume Examples & Samples

Lead the establishment and integration of a new state-of-the-art Command Center, workforce management group in the GCCS organization to provide guidance and analysis to support and improve business decision making for routine operations and strategic planning
Partner with senior leadership to promote the continuing transformation of GCCS into a business intelligence and evidence driven organization
Drive development and maintenance of best practices for operations support & control, workforce management and reporting
Coordination and collaboration between the GCCS groups and internal and external partner organizations
Lead teams of effective staff by recruiting, training, and retaining business talent
Facilitate the communication between staff, management, vendors, and other technology resources within the organization for workforce management
Direct the day-to-day operations support & control for GCCS operations
Support workforce management while driving cost savings through improved operational efficiencies including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across different customer interaction tools: phone, emails, sms, fax and social media
5+ years of contact center experience
8-10+ years of progressively responsible experience in an operations
Ability to manage multiple simultaneous tasks
Intermediate to advance knowledge of and experience with varied VISA Information systems and technologies, and products and services
Comprehensive understanding and competency with call center technology such as Avaya, Cisco, Genesys, Adeptra
Strong knowledge of tools and applications such as TCS/ Aspect eWorkforce, Genesys WFM Management or IEX Totalview
Demonstrated leadership skills with emphasis on consensus building, diplomacy, cooperative negotiation and persuasion required to build cross functional commitment to deliver intended results
Proven strategic skills with the ability to identify, connect and communicate opportunities that achieve objectives

Workforce Management Manager Resume Examples & Samples

2 years of relevant experience and proven ability or appropriate training
Experience developing and utilizing metrics that provide data for process measurement, identifying indicators for future improvement opportunities
Professional oral, and written communication skills for effective contact and presentation
Proficient with Microsoft Office particularly Excel
High attention to detail, excellent organizational & project management skills
Experience in the higher educationindustry preferred
Supervises Scheduling Analyst(s) – (Operations Coordinator)

Workforce Management Real Time Analsyst Resume Examples & Samples

Clearly define follow-up actions/ attendance registration/ log in time/ exact time spent on the phone/productivity and others
Report intraday realization WFM parameters
Give advice for efficiency improvement to Client Team and WFM Planner/Business Partner. JOB REQUIERMENTS
High school or new Graduates
Customer service experience (preferred)
Schedule availability
Problem analysis/Initiative/Customer oriented
Analytical/communication skills
Fully bilingual 90% (English/Spanish)
MS Office and specifically Excel

ANZ Workforce Management Lead Resume Examples & Samples

Manage and provide functional direction to the ANZ workforce management team – this is a geographically dispersed team across Australia, Malaysia, Manilla and India
Plan, execute and control Resource Strategy, Demand Planning, Supply Analysis, Capacity Planning and Resource Optimisation for ANZ GTS
Process Owner for ANZ GTS WFM Process Framework & Global WFM tool sets supporting Demand, Supply, Skills and Talent, R&CM and RM

Workforce Management Manager Resume Examples & Samples

Promote analytical approach to labor demand forecasting and workload development for operating areas
Provide leadership, technical development and strategic direction for a team of salaried analysts
Deliver labor and staffing inputs to the Five Year Plan and Annual Operating Plan
Develop consistent approach to determining staffing requirements, work status mix, and hiring/training plans
Develop and deliver labor hour forecasts, hiring and mix plans, as well as training and cross-training recommendations
Develop and maintain reporting and databases to monitor and evaluate workload, staffing or Resort initiatives as needed
Respond to ad-hoc requests for information, providing perspective, options and recommendations
Ensure Resort strategies and standards are achieved by leading their integration into day to day execution of WM functions
Lead strategic projects and initiatives where project management skills will be essential
Interact with all levels of management, framing and presenting information and recommendations in a compelling way, overcoming challenges as needed
Understanding of relational databases and strong working knowledge of labor systems
Expert-level proficiency with Microsoft Access, VBA, Business Objects, Crystal Reports and Excel
Ability to parse complex business problems into core issues and manageable milestones
Demonstrated ability to lead and develop team members
Outstanding Guest service focus and aggressive approach to learning and applying new technologies
Ability to communicate, influence and partner with all levels of Disneyland Resort Cast and Leaders
Ability to integrate multiple perspectives and objectives to define mutually beneficial solutions
Ability to balance and prioritize multiple projects
3-4 years leadership experience in IE, Workforce Management or related field
Workforce Management or Industrial Engineering experience
Degree in IE, Statistics, Programming or other related field
Proficiency in GEMS, Workbrain, SAP
Expert-level proficiency in SQL, Visual Basic
5-10 years leadership experience in IE, Workforce Management or related field
B.A. / B.S

Senior Director, Workforce Management Resume Examples & Samples

Strategizes all activities of the call centers and all aspects of workforce management in all of the call centers, including, but not limited to, the monitoring, maintaining, and tracking of real time call volume and distributing the calls based on availability
Determines forecasted volume and available staff to ensure that the call centers management schedules staff in the most efficient manner to properly utilize available resources and maintain acceptable service levels
Interprets and oversees the analysis of calling demands, adjusting demand ratios as necessary, monitoring and adjusting staff resources to meet client demands
Communicates regularly with Client Services regarding hours projected forecast, increased/decreased headcount, daily stats and reporting, and system issues affecting hours day/week/month. Also answers all performance related questions and reporting

Workforce Management Lead-resource Capabilities Resume Examples & Samples

Responsible for the creation of the Resource Capability Strategy for the CCB IT organization, including developing a plan for mapping of all resources to both Business and Technical Capabilities
Collaborate with CIOs, CTOs, HR Business Partners and Business Managers to build a sustainable process and toolset to map all resources' capabilities by location and group
Plan and manage the program to track activities related to the Resource Capability Strategy; producing regular status reporting and escalating issues as necessary
As well as the primary responsibility of driving the Resource Capability Strategy execution, the Workforce Management Lead will also support the rest of the Workforce Management team; responsibilities which may also include
Drive Monthly Reviews providing visibility and transparency into progress against plans, issues needing executive attention and upcoming milestones
Provide workforce management communications at the CIO level
Develop dashboards and reporting to show progress towards goals
Provide oversight of new Vendor Deals by providing analysis and financial modeling including aggregate views, what if analysis & ROI analysis and partnering with the JPMC sourcing teams to ensure supporting data is complete for key contracts including multi year financials, contract start & end dates, products & services and entitlements & volume
Drive process improvement and engage with the tools and automation team members across multiple working groups for dashboard development and KPI’s
Drive consistent business practices, development of KPI’s, setting logical key performance measures and reporting driving towards continuous improvement in accuracy and control
7+ years background in Project/Program Management, Business Analysis/Financial Analysis or Management Consulting
Education: Bachelors or Masters Degree in Business Process/Finance/Analytics, complemented with a strong passion for technology
Finance & Business Management experience within a technology organization required

Workforce Management Manager Resume Examples & Samples

Recognize/interpret trends and changes in the business and communicate them to Operations Leadership (call volume, AHT, ASA or agent attendance)
Communicate daily with multiple lines of business to ensure active involvement in tactical planning, and analysis activities
Train and educate business partners on workforce management including creating and delivering effective presentations
Create and maintain an environment that encourages input from team members, continually improving forecasting and scheduling across all clients and contact channels
Expert knowledge of maximizing the administration and implementation of a WFM tool to manage the Workforce Management Staff effectively in their WFM activities including but not limited to forecasting, scheduling, capacity planning, reporting time off/off-phone activity approval, callout processing
Verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.)
Lead the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, multi-skilled customer contact center(s) and that account for growth , seasonal variations, special events affecting clients’ volumes and other cyclical patterns
Evaluate overall OPS performance
Evaluate and recommend opportunities for process or system improvements and/or enhancements with ability to lead projects
Participate as a subject matter expert in the development of business requirements to support new systems, enhancements or new product implementation
Create/analyze new business scenarios and provide FTE reqs to ensure accurate staffing/pricing
Bachelor’s degree or a minimum of 5 years of WFM experience in multi-site, multi-skill, multi-channel organization
Minimum of 3 years of proven leadership in a call center environment
Advanced skills in leading meetings and facilitating information exchange with internal business partners
Knowledge of call center dynamics, including WFM methodology, strategies & execution
Excellent knowledge in the use of applications such as Windows, Word, Excel and PowerPoint
Excellent mathematical, verbal, written, and interpersonal communication skills
Effective organization, multi-tasking, prioritization skills and ability to follow-through
Ability to work effectively both independently and as part of a team across all organizational levels where flexibility, collaboration and adaptability are important
Build appropriate rapport for developing constructive and effective relationships
Proficient / advanced familiarity with WFM applications (Verint Impact 360 and CUIC preferred)
Self-motivated and must excel in a minimally managed high profile position
Ability to manage a virtual team effectively

Elavon Director of Workforce Management Resume Examples & Samples

Implement best-practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, and Command Center
Oversee day-to-day operations to utilize staff members efficiently
Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Approves employee time records, work assignments, vacations, sick pay, etc. Implements and executes employee relations policies, training programs and various other human resources programs and policies
Typically manages 6 to 10 direct reports
Ultimate accountability for achieving designated SLA, KPI, & Occupancy goals. Responsible to deliver metrics at a monthly, weekly, daily and intraday level for all queues
Make recommendations to VP of Customer Care that are specifically designed to drive continuous improvement within WFM
Represent WFM in a senior leadership capacity in cross-functional meetings
Partner with Operations management and specifically Vendor Management to maximize the effectiveness of all vendor agent resources across all queues from a WFM perspective
Make recommendations to VP of Customer Care on maximizing the efficiency of Elavon’s call center operations from a resource allocation perspective, with the objectives of consistently achieving service performance goals and minimizing cost-per-call
Supporting the Customer Service teams in meeting/exceeding First Call Resolution, Quality, and CSAT goals
Deliver ad-hoc and standard reports and analysis as needed for the VP of Customer Care
Provide historical analyses and post-performance analyses as needed
Coach and develop team of direct reports to meet broader business needs
Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations
Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures
Work closely with Voice Services team to ensure that all routing, and specifically Genesys logic, is working as designed to provide optimal performance
Create and implement new Standard Operating Procedures (SOPs), and/or improve existing SOPs within WFM
Minimum of 8 years of Call Center experience
Minimum of 5 years of experience at a Director level in Workforce Management
Must possess very strong analytical skills
Must possess an in-depth understanding of call center metrics
Must possess excellent written and verbal communication skills
Proven experience in managing a high-level long-range Capacity Planning function
Must possess experience using WFM software, ideally Genesys WFM platforms
Must possess highly developed leadership skills, combined with the ability and willingness to be an individual contributor as well
Experience managing and leading a WFM group within a contact center operation that utilized skills-based-routing
Advanced statistical analysis experience in a Workforce Management role strongly preferred
Previous large (~250 seat) call center experience
College degree or equivalent business and senior management experience in a large call center operation support environment

Specialist Workforce Management Resume Examples & Samples

Work with department heads to adjust staffing models and approve schedule changes independently as necessary
Ensure scheduling practice is developed in line with legislative requirements and local law protecting the company and employee interest
Ensure ethical and equity issues are identified and managed in the scheduling process
Analyze the scheduled versus actual labor used across the business to identify trends in business activity
Approve and process manually received swaps, exceptions and schedule changes which cannot be processed by the portfolio manager
Proof of eligibility to work in the US
Strong analytical and creative thinking skills
Must have a working knowledge of Microsoft Office applications
Must have a professional appearance and demeanor

Workforce Management Intraday Specialist Resume Examples & Samples

Monitor daily phone, email and chat traffic and make adjustments to resources according to predefined service levels goals
Monitor agents within the ACD system and report Aux states beyond expected thresholds
Monitor agent’s schedule adherence using workforce management software and report infractions to management and/or supervisors
Execute quick routing changes when situations arise
Manage call-in line and communicate to the appropriate personnel
Assign web-based training or other approved activities to associates during downtimes
Identify daily staffing variances and communicate impact on department to senior management
Recruit overtime or promote voluntary time off when opportunities exist
Document, maintain and ensure best practices and procedures are up-to-date
Intermediate understanding of call center metric reporting
Ability to quickly evaluate information and identify key staffing issues and problems
Excellent problem solving and quick decision making capabilities
Ability to learn and utilize telecom, voice recording, chat, email, and workforce management applications and other systems utilized by Service Center
Intermediate level proficiency with Microsoft Word, Excel, and Outlook
Associate’s degree or equivalent combination of education and experience required
2+ years call center experience required
2+ year Workforce Management (WFM) functions experience preferred. Pipkins’ Vantage Point a plus

Workforce Management Deployment Lead Resume Examples & Samples

Create a deployment plan and ensure detailed documentation of the process
Create visibility around progress toward key milestones and identify and remove barriers to task completion
Manage a support team that performs most of the day-to-day work
Ensure team follows change management processes and is using tools appropriately
Review the quality of the work completed with the team on a regular basis to ensure that it meets outlined goals
Facilitate training sessions ensuring questions are answered and knowledge is transferred
Drive organizational change and help manage the resistance to that change and push through challenges and obstacles to achieve results
Demonstrates high tolerance for ambiguity and assesses the probabilities and impact of likely risks for various decision scenarios
Demonstrates a bias for initiating action on decisions and is willing to implement solutions without consensus from all contributors
Willingness to deal with conflict in a way that leads to creative solutions and minimal damage to relationships
Ability to collaborate with cross-functional teams across all levels of the organization
Ability to work inclusively, independently, and without excessive supervision
Ability to learn new technologies and business processes quickly
Adjust to multiple demands by shifting priorities
Detail oriented and follow through on requests and commitments
Appreciates diversity
High level of confidentiality with a proven ability to establish trust
Professionalism and diplomacy
Bachelor’s degree in Business Administration, Computer Science Organizational Development, Instructional Design, Instructional Technologies or related area
6-8 years of experience in the business or in areas of organizational change, business process development or previous software implementations
Ability to effectively direct the work efforts of a team, managing multiple assignments in a timely manner and meeting assigned deadlines
Willingness to travel approximately 30+%
Willingness to work odd and extended hours that may be required, especially during cutover weeks
Experience with customer-facing products
Advanced Excel

Workforce Management Manager Resume Examples & Samples

Lead and deliver global payroll consulting engagements, including strategy, process evaluation, process improvement and risk mediation, design of payroll delivery options (consolidation of multiple payrolls, vendor advisory, shared service center development, use of technology to generate efficiencies), and payroll transition management
Support the delivery of a wide variety of engagements ranging from: HR Systems/HR Service Delivery Strategy and Organization Design; HR Process Mapping & Redesign; HR Technology Consulting and Implementation
A bachelor's degree in business, accounting, finance, human resources management or a related discipline with demonstrated, exceptional academic achievement and approximately 5 years of related work experience; or a graduate degree and approximately 4 years of related work experience, A minimum of 5 years of experience in sourcing, payroll process improvement advisory, shared service center design and administration, and vendor transitions; MBA or advanced degree preferred
Project management, stakeholder management and communications experience, experience with global or multi-national projects, ability to facilitate client discussions and collaborate with clients, identify engagement follow-on opportunities, and have a strong desire to excel
Demonstrated global payroll consulting experience and proven knowledge of leading technology vendors in the marketplace, such as ADP, PeopleSoft/Oracle, SAP, Lawson, Workday, Meta4, Infor and other major technology solutions (of particular interest in SAP and PeopleSoft payroll modules including reports, controls and associated process design), developing strategies, conducting assessments, leading vendor selections, designing processes considering associated risk and controls, and implementing solutions worldwide
Proven expertise in defining systems strategy, developing systems requirements, designing and prototyping, testing, training, defining support procedures, and implementing practical business solutions under multiple deadlines, significant large-scale project management experience, including budget, scope and resource management as well as the ability to engage clients and colleagues at all levels
Excellent client service, interpersonal, communication, organizational, and project management skills (written and verbal), strong numbers acumen, including outstanding analytical and quantitative abilities, functional knowledge of MS Excel, Word and PowerPoint
Ability to travel regularly

Workforce Management Resume Examples & Samples

Analytical skills with the ability to analyze data and translate for clients
Ability to work independently and in a team environment, while handling multiple tasks and confidential information with strong communicati0n skills
Experience with Walt Disney World Labor Systems such as CDS, Cast Link, Extra Hours Hotline and Workbrain
Currently enrolled as a Sophomore, Junior, or Senior in a four-year Industrial Engineering, Computer Science, Management Information Systems, Information Technology or related program

Upgrowth Workforce Management Lead Resume Examples & Samples

To develop an overall strategy and project plan, including financial planning for Workforce Management within the scope of UP4Growth
To base requirements on both internal business needs as well as external benchmarking and best practices
To partner proactively with the relevant stakeholder groups and the UP4Growth project team to ensure buy-in for building a simple and sustainable solution
To ensure that the solution both from a project, process and rollout perspective is aligned with the overall UP4Growth program, enabling an integrated end-user experience
To also ensure alignment with key people processes and the wider Strategic Workforce Planning & HR Analytics strategy enabling an integrated system landscape
To develop an approach that supports the overall Workforce Planning & Analytics capabilities in the organization, through e.g. providing additional data or metrics
To drive the rollout and implementation of the solution within the organization

Workforce Management Resume Examples & Samples

Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
Update overtime availability as required
Manage intraday staffing levels
Monitor real-time Adherence Alerts
Monitor real-time ACD agent work reports
Manage WFM ‘contact’ line / respond to calls from Operational teams
Suggest and accommodate offline activities to increase occupancy
Increase staffing levels or modify call routing skillsets to increase service levels
Update intraday schedule changes
Communicate identified intraday risks to management and Operational teams
Perform other duties and assignments as directed
At least one year of call center experience
Strong analytical, communication, and organization skills
Knowledge of center fundamentals
Previous experience with ACD reporting and administration experience desired

Workforce Management Forecasting Resume Examples & Samples

Implement and use contact center tools and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
Monitor and report on agents’ actual state vs agents’ scheduled state
Provide clear and concise reporting and dashboards of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
Manage real-time inbound call traffic to help ensure that service levels are met
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Make recommendations to implement improved processes.Gain a mastery of WFM analysis to ensure consistent methodologies are followed to maintain quality
Collaborate with management team to ensure data is used to adjust various business processes that contribute to overall client satisfaction such as employee training, call scripts, application improvements, etc
Administration of Workforce Management (WFM) software and Telephony reporting systems, generates reports, schedules, and manages schedules changes. Track, analyze and report contact center performance with reports from WFM and ACD systems
Analyze contact center and agent historical performance. Report historical data and trends, develops forecast models. Generates short- and long-term forecasts. Ensure contact centers are properly staffed to meet service level targets. Manages employee information changes in WFM and other systems. Manages agent scheduling process. Manages proactive approval and denial of discretionary activities such as vacations, training and meetings
Leads weekly and daily staffing review meetings with management and other analysts detailing previous and current week’s performance and forecasted performance for current and future weeks (identifies risks). Manages intra-day staffing, generates new forecasts when current day forecasts has high deviation from actual
Minimum (1) year contact center experience
Proficient in MS Excel, PowerPoint and Word
Strong mathematical, analytical, good communication and organizational skills
Self-motivated and must excel in a minimally supervised position
Knowledge of contact center fundamentals
Previous experience with ACD and other reporting tools
Prior experience managing WFM system highly desired

Director, Global Workforce Management Resume Examples & Samples

Develop long term strategic vision of Audible workforce management
Work closely with senior CS leadership to create and execute call center growth strategies
Have a continuous improvement mindset of critically evaluating existing processes to find operational efficiencies
Manage a team of workforce management and capacity planning personnel responsible for contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and local intraday workforce management
Oversee intraday management of scheduling procedures, analyze real-time workload requirements and call routing to manage performance to service level requirements and maximize utilization of resources
Administration and utilization of Amazon workforce management and ACD tools to maintain skills, profiles, queues and workflow rules, introducing new configurations as business needs arise
Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements
Carry out day to day supervisory responsibilities in accordance with company policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Participate in site senior business leadership meetings; develop and drive strategies and programs which improve the competitive position and profitability of the organization
Bachelor’s degree in a quantitative field (engineering, finance, economics, math, statistics) or degree in a related field (i.e., Business Management)
5+ years successful experience in operations with demonstrated progressively increasing responsibility, and 2+ years’ experience managing workflow systems/teams in a complex, multi-skill call center
Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
Extensive knowledge of call center technology (ACD, IVR, WFM)
Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire large groups of people are a must
Independent thinker capable of taking initiative and working with minimal direction
Strong analytical, reasoning and problem solving skills
Strong organizational and time management skills, ability to prioritize multiple assignments and ability to deal with ambiguity
Ability to work a flexible schedule to meet business needs of a 24x7 operation
Some domestic and international travel may be required

Manager, Global Workforce Management Resume Examples & Samples

Manage, supervise, and lead the Workforce Analyst team responsible for forecasting demand, headcount, scheduling, skilling, and performance management. Work to ensure this team is proactively working to meet service level agreements by staying in constant communication with business partners and international C3 leadership
Responsible for hiring, ongoing training, coaching and development, and performance management with the Workforce Management Analyst team. Provide development and improve team skill set and performance over time
Provides oversight for multiple simultaneous international workforce related projects and ensures the team uses efficient processes with steps to ensure an accurate output. Allocates appropriate resources to all efforts and ensures initiatives are delivered on time. Accountable for accuracy and timeliness of all work complete
Serves as primary point of contact for senior leadership in International C3 and business partners. Maintain open lines of communication and manages relationships with these parties to ensure optimal performance
Communicate pertinent information about the day-to-day operation of the Workforce department as well as C3 as a whole both verbally and in writing to Senior Director of Global Workforce Management
Collaborate with multiple business partners on an ongoing basis
Bachelor’s degree in business discipline (eg. Finance, Accouting, Management, math, etc)
5+ years of leadership experience in workforce management in a multi-site, multi-channel contact center with >500 agents
5+ years experience with demand forecasting and capacity planning for international or domestic calls
2+ years experience creating and managing top down and bottoms up budgeting models and/or sales planning models
Experience working with external contact center business partners including managing vendor performance
Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
Expert level skills in Microsoft Excel
Expert level skills in SQL
Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and performance improvement
Demonstrated knowledge of call routing process and technology on Avaya or Cisco platform
Demonstrated ability to coach to results and improve performance and behavior of direct reports
Demonstrated ability to train all workforce concepts to team members of varying experience and ability
Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mind set
Clear, articulate and persuasive communicator with presence and confidence
MBA with a degree in Management, Finance, Accounting or or math
7+ years of leadership experience in workforce management in a multi-site, multi-channel contact center with >1,000 agents
7+ years experience with demand forecasting and capacity planning for international and domestic calls, chats, and outbound contacts for internal customers and external vendors
4+ years experience working with external contact center business partners including managing vendor performance
Expert level SQL and data mining skills to include ability to write and edit queries. Understanding of database relationship/or database management
Multiple years of experience in both a sales operations leadership and support operations leadership role
Leadership experience in a reporting or business intelligence role
Expert level knowledge of Cisco phone routing and skilling
Six Sigma certification (green, yellow, or black belt)
Project management certification (PMP)

Workforce Management Resume Examples & Samples

Utilize Avaya CMS to monitor real time call volume and service levels to make appropriate staffing decisions. Provide scheduling and staffing management support t ensure success in meeting Service Level Objectives and PCA Interval Objectives, as well as commitments to outbound campaigns as provided by Marketing
Maintain employee skills information in appropriate locations, making accurate and timely changes as needed based on business needs or employer changes
Strong analytical and mathematical skills to collect, interpret data and problem solve
Demonstrate ability to achieve desired results, particularly through working with others. Strong problem-solving and partnership skills
Proficiency in Microsoft Word and Microsoft Excel
Intermediate with knowledge of IEX TotalView or similar workforce management fundamentals
Basic knowledge of forecasting and scheduling methodologies preferred but not required
Excellent attention to detail. Ability to learn, follow and communicate policies and procedures to all levels, from frontline teammates to leadership team members
Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities
Ability to handle objections, difficult and unusual situations effectively and respond positively to new ideas
Able to make decisions or recommendations that contribute to the overall success of projects and processes within IMG

Director, Global Workforce Management Resume Examples & Samples

Lead the development of the strategic vision and technical roadmap for the WMS Platform to support all regions and divisions globally. Development process must be collaborative with Divisions/Regions and drive standardization, but support customization as required
Lead IT projects to deliver new capabilities and own the change management and adoption by the users. Develop functional and technical specifications, manage scope and perform system and user testing to ensure quality deliverables
Work with Divisions to manage information used in the calculation of labor requirements such as traffic (Prodco), transaction volume, work activities, and job roles to balance complexity with simplicity in developing the WFM System
Influence store organization and payroll decisions, including how payroll is allocated and executed
Manage the timely resolution of WFM system user issues to ensure the best customer experience. Work with internal service providers to deliver appropriate levels of support, availability and capacity
Develop and report on KPI’s that monitor the effectiveness of the WFM system and identify opportunities for improvement
Direct Retail Operations partners to opportunities to improve the customer to associate ratio by developing more efficient Standard Operating Procedures (SOP’s)
Establish, maintain and monitor time labor standards used by the WFM System
Simplify and manage system rules and algorithms in the WFM system to ensure the system optimizes labor schedules based on need, availability, and skill
Support Division labor planning and forecasting processes
Develop training in partnership with Divisions to maximize system efficiencies and optimization
Partner with Kronos to develop functionality to improve the user experience and effectiveness of the system
Develop a highly engaged team who are accountable for results and achieving department and company goals
Develop and maintain industry relationships for benchmarking and best practices for continuous improvement

Workforce Management Manager Resume Examples & Samples

Support the development/implementation of WFM technology projects/enhancements
Liaise with SharePoint team to maintain WFM SharePoint page
Responsible for supporting the functions related to the implementation, configuration and admin management of Verint Impact 360 preferred
Proficient / advanced familiarity with Verint Impact 360 and CUIC preferred

Senior Mgr Workforce Management Resume Examples & Samples

25%-Staff Planning and Scheduling: Creates and maintains a hiring and scheduling methodology to meet service level and financial goals. Develops hiring plans and schedules that create a best-in-class environment for our associates
10%-Real-Time Management: Supports intraday management of forecasts and schedules to meet the needs of associates, operational leadership, service goals, and financial goals
20%-Coaching and Development: Communicates effectively as a leader to develop high quality team talent and capabilities. Meets regularly with team members and peers. Responsible for reviews and performance management
20%-Cross-Functional: Participates in cross-functional initiatives in support of the overall Online strategy

Mgr Workforce Management Resume Examples & Samples

Requires a BS/BA degree in business, statistics or a related field; at least 2 years in a multi-skilled call center environment
5-7 years of operations management experience including forecasting, scheduling and real-time operations management
At least 2 year's experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background

Workforce Management Director Resume Examples & Samples

Manage Human Resources responsibilities for assigned department to include: hiring, training, coaching, creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction
Manage relationships with property leadership to develop strong communication channels between Workforce Management and operating departments
Maintain, troubleshoot and upgrade Virtual Roster Scheduling System and any other IT Systems
Ensure all scheduling is in compliance with all collective bargaining agreements and state and federal labor laws
At least 7 years of management experience to include HR or Finance
Previous experience working with all levels of management including senior executive
Previous experience developing productivity and guest service standards
Ability to plan, organize and execute multiple projects timely and accurately
Ability to make sound decisions related to labor standards and staffing efficiency
Proactive style while maintaining professionalism in dealing with sensitive and confidential matters

Workforce Management Manager Resume Examples & Samples

Must have a Bachelor’s degree in Economics, Business, Engineering, or other quantitative focus. MBA or graduate degree preferred
2+ years of Workforce Management, investment banking, consulting, analytical or related experience; high-growth analytics or operations experience is a plus
Self-starter attitude is a must!
SQL experience is prefered

IT Workforce Management Lead Resume Examples & Samples

Support the AIT organization and talent strategies by identifying/capturing key skills/competencies and implementing innovative workforce solutions to enable AIT to anticipate/meet evolving business needs in a digital workplace
Perform capacity planning, resource life cycle management, workforce metrics/analytics, and collaborating on sourcing strategies for the Annuities IT Workforce (employees and consultants)
Implement a holistic comprehensive workforce capacity planning solution which allows Annuities IT to maintain optimal levels of IT Staff ensuring close match between demand and capacity while addressing the needs of the stakeholders and aligning with the Annuities IT standards
Collaborate with AIT People Managers and Human Resources to facilitate fulfillment of open headcount including business case development, job description creation, job positing, recruitment status tracking, and on-boarding
In support of the AIT talent strategy, facilitate the Internship Program to attract and fill talent pipeline
Collaborate closely with the Vendor Management function and enterprise Sourcing Management Office to ensure alignment with AIT sourcing strategies, organization objectives, and standards
Ensure seamless translation of workforce information into financial systems/reports to support budget forecasting and tracking
Provide transparency by generating workforce metrics and reports and drive accountability by tracking results, flagging potential risks and implementing corrective action
Oversee the smooth and rapid onboarding and off-boarding of IT resources including access and facilities management, and maintain up to date repository of resource count and attributes
Perform Demand Pipeline Management of Business as Usual, Business Sustainability, Initiative, and Innovation Portfolios
Apply thought leadership and innovation to Demand and Workforce services resulting in continuous improvement and measurable business value
10+ years of experience working in one or more of IT functions – IT Business Office, Demand Management, Workforce Management, and Resource Capacity Planning/Management
Ability to quickly assess the gaps between current state and future state and build tactical as well as strategic solutions to address the need
Demonstrated success in leading and motivating cross functional teams towards action/execution through influence and collaboration
Results orientated with ability to prioritize, drive and achieve results through self and others whilst working to deadlines under pressure
Analytical approach with the ability to interpret information and trends
Ability to effectively perform in a virtual team environment
Proficiency in Microsoft Office tools, Word, Advanced Excel, PPT is a must
Knowledge of Clarity or a similar workforce tool preferred
Knowledge of Tableau or SharePoint is a plus
BS/BA Degree, Business Management or related field

Workforce Management Forecasting Manager Resume Examples & Samples

Must be able to work independently required
Demonstrated ability to analyze data within limited time frames and recommend alternatives to upper management preferred
Strong skills in MS Excel, Access and PowerPoint

Director, Workforce Management Resume Examples & Samples

Support and develop a team of 6 Senior Managers, collectively accountable for the end to end workforce management functions for Customer Operations
Key functions include
Strategic thinker capable of identifying opportunities to enhance our business and processes
Ability to work under pressure, identify priorities and produce deliverables within tight timelines
Advanced analytical, process management, and organization skills
Ability to formulate, articulate, and implement broad strategic programs
Strong people leadership and negotiation skills
Conscientiousness – a highly organized individual who always closes the loop with client groups and partners
Collaborative, positive and results driven
Ability to manage and embrace change and influence large teams
A proven leader who is committed to grow and develop high performance teams
Ability to work under pressure; meet tight timelines, and balance multiple deliverables
10+ years of General Management experience including leading teams in a 24/7 operating environment
University degree in related discipline or 7+ years related experience

Workforce Management Resume Examples & Samples

Articulate client requirements into technical architecture/solutions
Drive technical and architecture workshops
Engage in conversation with clients to represent our assets and capabilities
Build relationship with clients
Coordinate and work with clients and offshore teams
Provide clarity in ambiguous environment
Project planning, project management and execution
Minimum of 2 years of experience in delivering field service/workforce management solutions

Specialist, Workforce Management Resume Examples & Samples

Works directly with Call Center management to insure goals are met through intra-day management of shifts, skills, and changes to plan
Experience communicating both verbally (on phone, one-on-one) and in writing (emails) to various audiences
Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns)
Intermediate level skill in Microsoft Powerpoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font)

Spec Workforce Management Resume Examples & Samples

Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast; ensures the correct number of required agents is assigned to phones to meet service level goals. Makes recommendations on corrective actions when service levels are at risk. Responds to periods of low call volume utilizing established guidelines. Determines the need and timing for call overflow; works with System Administrator to re-route calls as appropriate
Addresses recurring problems by recommending improved work processes, policies, or procedures. Contributes ideas on ways to resolve problems to better service the customer and/or improve productivity
Maintains accurate records of off-line staff necessary for accurate analysis by the Specialist, Workforce Administration. Coordinates with other teams when planning real-time off the phone activities. Captures, enters, and reports on non-phone activities such as staff meetings, training, vacation and sick hours. Makes recommendations for same-day overtime and monitors agents’ phone usage during understaffed time periods
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction

Workforce Management Resume Examples & Samples

Basic to intermediate database skills required
Minimum one year experience in workforce administration, scheduling or traffic desk activities preferred
Demonstrated ability to handle visual monitoring and data entry simultaneously
Skilled in query internet and other online data repository systems for specific data
Experience in real time monitoring and workforce call center tools preferred

Workforce Management Report Specialist Resume Examples & Samples

Minimum of 1 - 2 years’ experience in a business reporting role
Ability to develop and maintain complex reports
Strong data and process analytical skills
Solid understanding of call center technologies, operations and metrics
Intermediate knowledge of Microsoft Excel
Ability to multi-task and manage multiple competing priorities
Strong problem-solving capabilities
Ability to interact professionally with a diverse group including executives, managers, and subject matter experts

Workforce Management Lead Resume Examples & Samples

Partners with the management team and other departments impacting workload and performance to effectively meet service level objectives, identify workload drivers, growth plans, client issues, technology plans, etc
Ensures effective and efficient utilization of resources through accurate and timely balancing of telephonic / non-telephonic workloads and communicating performance results on an intra-day, daily, weekly and monthly basis
Effectively communicate service performance through accurate, timely, and focused updates and reports that reflect statistical performance against goals, insightful comments, and recommend activities or process changes that would benefit productivity, patient satisfaction, employee morale, and our clients as applicable
Assist in development and implementation of the WFM training manual – documenting standardized policies and procedures
Develop meeting agenda items, conduct and support team meetings
Conduct workload accuracy audits for review with WFM team
Recommend strategic changes that will drive improvements in WFM team performance
Assist with WFM-centric software implementation and educate employees on effective uses of WFM tools and resources
Work collaboratively with employees across various cross-functional areas to coordinate timelines to meet deliverables

Workforce Management Lead Resume Examples & Samples

Analyze, monitor, and evaluate the Support Services workforce by monitoring activities on a real-time basis
Create schedules and provide regular reports to management on workload and workforce
Define both long-term strategies and ever-changing short-term and immediate workforce needs
Handle shift change requests and monitor new hire, holiday, and seasonal shift needs
Provide task management for workforce coordinators on scheduling and shift change request activities
Update and maintain scheduling database
Research, recommend, and implement call center technology and process improvements to reduce overall costs
Three or more years of experience as a business analyst
Familiarity or experience with Genesys WFM solution (version 6 or higher)

Workforce Management Lead Resume Examples & Samples

Build and manage a team of high-quality WFM analysts
Develop and drive strategic initiatives to optimize scheduling and reduce costs
Create and maintain the staffing models and schedules that enable all Postmates call centers and support teams to maintain their SLAs
Develop and continuously improve the tools and processes that enable accurate forecasting via alignment across the business, accurate data, and performance reporting
Proactively identify and resolve risks created by holidays, promotions, and market launches/expansions
Collaborate with human resources and functional leaders across the organization to ensure that hiring meets staffing needs

Service Center Workforce Management Group Intern Resume Examples & Samples

Assist in the development of the department’s weekly staffing schedule using the workforce management software
Assist with enter and modify weekly schedule exceptions (such as sick time, vacations, shift adjustments, training, quality assurance sessions, chat assignments, team meetings, webinars, etc)
Add and maintain associate information within the workforce management software
Assist with generating weekly workforce management reports and distribute to management
Establish and update schedule preferences (i.e. breaks, lunches, shifts, etc)
Assist with monitoring daily associate attendance and report findings to management and supervisors
Assist in the collection and distribution of various Service Center data provided by current department systems; including telecom, voice recording systems, chat, work force management software and email
Assist department data analyst in creating and maintaining daily, weekly, monthly, and quarterly reports on Service Center Key Performance Indicators for review and distribution to senior management
Assist with the development and maintenance of procedure manuals
Establish and maintain effective coordination and working relationships with Service Center personnel, other Scottrade departments, vendors and management
Ability to communicate effectively with team members and other departments
Ability to understand and perform verbal and written instructions
Basic level proficiency with Microsoft Word, Excel, PowerPoint and Outlook
Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by having a positive attitude
Currently enrolled as a full time college student with a focus in Business or related field
Must have a minimum of 2 semesters left before graduation
Ability to consistently work a minimum of 15 - 25 hours per week for 2 semesters

Manager Digital Products Workforce Management Resume Examples & Samples

Hires, trains, grows, coaches and leads a diverse team of product managers
Directs and oversees the evaluation, development, release and enhancement of digital products to achieve business objectives
Sets stakeholder expectations on scope, priorities and release cadence
Tracks and analyzes audience and engagement compared to industry benchmarks, feeding insights back into short and long term planning
Recommends and drives selection of strategic and user experience vendors (including partner insights, user experience design, testing, and visual design)
Serves as a stakeholder in the selection of technical vendors
Progressive experience in managing and delivering software products – web and mobile – preferably in the workforce management or related domains (7 years)
Be intellectually curious and comfortable with the unknown; taking initiative to learn about other products across the enterprise, seek to learn about new technologies and how competitors are successfully engaging with partners in the QSR industry
Seeks and provides honest and transparent feedback, acting on opportunities to grow
Hold self and others accountable
Knowledge of current technology, industry concepts, trends and directions

Workforce Management Real Time Manager 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
Two years' experience in a call center that uses automated tracking tools required; preferably EWFM software required
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
Understanding of Analytical/Data Mining Systems (ie. Tableau, SQL)

Director of Workforce Management Resume Examples & Samples

To build, deploy, and provide leadership to a WFM organization that provides opportunity assessment and performance reporting of WFM services for potential and existing clients, and provides monthly WFM operating metrics
Work with the WFM sales team to provide and continually improve opportunity assessment materials to ensure successful WFM efficiency
Provide WFM operating metrics on a monthly basis
Work with Stericycle’ shareholders to identify and execute opportunities to standardize WFM assessment analysis and support shareholder performance reporting processes while leverage existing Stericycle resources and capabilities
Drives the development of proactive planning and real time implementation related to forecasting and scheduling of call center resources
Determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives including average speed of answer, average handle time, schedule adherence and performance, accurate AUX tracking, AUX time, one call resolution, order size and customer satisfaction scores
Gather and Validate Historical Data, to create call volume forecast and match resources to plan
Lead change management initiatives for automating call center staff processes within workforce management
Provide analysis and consultation to help drive staffing efficiencies at the daily/weekly/monthly production and budgetary levels
Ensures effective and efficient utilization of resources through accurate forecasting of workload, developing effective schedules and staffing plan, managing the real time operation, and communicating performance results
Develop and enhance reporting mechanisms and maintain complex spreadsheet models that are reliable and valid. Create monthly, weekly, daily, and intra-day volume & handle time forecast models
Bachelor’s degree in a field with substantial base of analytical curriculum is required, MBA degree is preferred
A minimum of 5 – 7 years of experience in a workforce management environment conducting project management while utilizing WFM tools and processes within a large 500+ call center environment is required
We desire someone with strong experience with operations management and quality methods in both an inside sales and service environment
Strong business, operational, and procedural knowledge of a call center is required and have working knowledge of call center support and network management technologies
Technical understanding of WFM, CRM, billing systems, reporting systems and data tables are required
We are looking for someone who is collaborative and proactive in developing partnerships with IT and outside vendors regarding remediation, escalation, and resolution
We also desire someone with superior planning and organizational skills that effectively allocate and manage resources across multiple sites or locations
Highly developed analytical skills, financial planning skills, and the proven ability to conduct root cause analysis is essential
Demonstrated ability to lead tools-related activities for both call center floor personnel and staff support operation is required
Strong PC skills including the development and delivery of technical reports within Excel or other DBMS as well as: Microsoft Windows, Excel, Access, SQL, Word, PowerPoint and Microsoft Project is necessary
Excellent written and oral communication skills, problem solving, decision-making, as well as presentation skills are necessary
Experience in a start-up or fast growing environment is a plus

Workforce Management Resume Examples & Samples

Lead a team of WFM Managers with corresponding WFM Analysts reporting into them
Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business
Engage business partners (Call Routing, eWFM, Dialer, etc.) to support Business Function engagement, integration and onboarding
Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities are coordinated across sites and business functions to support overall business strategy
Determine workforce management strategies that will support operational strategies and then ensure that these workforce strategies are implemented
Lead employee related initiatives such as interviewing and hiring, setting performance objectives, individual development plans, & creating a strong internal bench strength
Provide leadership to direct reports with emphasis on staff and skills development, while reinforcing organizational culture of managerial accountability and employee engagement
Manage risk and control in the line of business and continuously monitor compliance to regulatory requirements in all areas of the business
Support &/or lead enterprise-wide strategies to improve business results
Minimum of 7 - 10 years relevant experience in Workforce Management in contact center operations and in a leadership capacity
Minimum of 5 - 7 years relevant experience in leadership roles
Proven track record of driving performance and working with cross functional teams
Strong leadership skills with demonstrated success in managing through complex and matrix functions
Proficient in setting strategic direction and execution. Proven ability to deliver business results and demonstrate continuous improvement. Experienced at implementing positive change across multiple functional groups, and implementing innovative solutions as appropriate
Excellent communication skills to fulfill expectations such as, but not limited to presenting, consulting, influencing, & negotiating with senior leaders &/or functional area experts

Workforce Management Manager Resume Examples & Samples

Establish yourself and your team as subject matter experts of scheduling, deployment, time recording and attendance management
Identify root cause of issues, utilize data to support recommended solutions and frame presentations that are easily understood and compelling
Assess change management needs and recommend approach to ensure initiatives are implemented successfully
Integrate recommendations with other workforce management functions such as workload and staffing
Partner with various levels and facilitate cross functional teams needed to support your initiatives
Conduct benchmarking and research to identify current trends and potential future changes in scheduling, deployment, time recording and attendance management
Knowledgeable of scheduling, deployment, time recording and attendance management functions at multiple sites including domestic and international
Experienced leading initiatives or projects with multiple partners and levels
Experienced leading salaried team members
Proven ability to influence, frame and deliver compelling presentations for various audiences
Demonstrated ability to plan and implement multiple recommendations including addressing change management needs
Experienced at developing/changing policies and/or processes utilizing analytics and creative thinking
Partners well with a variety of partners such as Operations, HR, Labor Relations, Training, Communication, Finance, etc
Previous workforce management experience desired
Experience Kronos system including system implementation and change management
Knowledge of WDW or DLR scheduling and time recording policies and processes preferred
Prior Operations experience helpful
Experienced working virtually/bi-coastal
Bachelor's degree or equivalent experience preferred

Specialist, Workforce Management Real Time Resume Examples & Samples

Update executives leveraging WFM Suite of applications on intraday status for all segments under the BRSB WFM team
Apply the spend controls by adjusting requirements
Influence, manage and implement the Service Recovery Plans as required daily
Command Center acts as single point of contact for touch points on IT emergency recovery bridges
Manage the allocations of calls with our different locations for all non ICM or Avaya Integrated centers
Investigate, analyze and assess trends and campaign/brand activity
Communicate with Management on a daily basis to resolve problems/issues, assess forecasts, and maximize efficiencies
Contribute to the creation of a number of results reports for various levels of management on a weekly, monthly, quarterly, annual, and ad hoc basis
Participate in Operations Review meetings with Senior Leadership and discussion of performance results for assigned areas along with any required actions
Participate in strategic and business planning processes as required. This may include staff planning, financial planning, initiative development, and metrics planning
Work with Budget team to assess monthly expense and prepare variance analysis as well as preparation of MEE/YEEs and action plans to ensure financial targets are met
Previous workforce management/Contact Center/Partner Management experience would be considered essential
Experience with Aspect, TCS, IEX or Blue Pumpkin would be considered and asset
Previous experience in analysis and reporting of business performance results, including executive reporting with a keen eye to detail
Analytical and Problem Solving – ability to analyze data/results, identify trends and patterns, investigate, and identify root causes
Written and Verbal Communications – ability to document analysis in presentation and document form; present and discuss analysis and recommendations with senior leadership
Relationships – ability in developing and maintaining strong, cooperative relationships with senior leaders and functional managers
Proficient in MS Office suite and ability to learn and apply to new customized technology and applications
Strong business acumen and tolerance for a high pressure environment
Degree or diploma complemented by significant business experience (minimum of 2 years post graduate)
Project Management skill set preferred

Senior Director of NA Workforce Management Resume Examples & Samples

Partner with Senior Theater Leadership to capturing long term revenue forecasts at the skill-set level in order to build an accurate Capacity plan, and define the optimum mix of resources (Direct/Solution Center/SubK) that will optimize long term margin growth
Build a Hiring, Onboarding and Career-path model that produces a “healthy resource pyramid”, keeping premium skill levels high and cost low
Owns the recruiting and onboarding process for North America, works with the recruiting and talent management team to make sure we hire top-level talent and maintain a strong Academy
Leverages our Practice and internal Training functions to ensure we have the right development plan to ramp-up the skill sets our resources need
Represent Workforce Management interests at Executive Staff level
Drives North America Field organization to achieving Utilization goal by providing reliable staffing and overseeing that Field leaders are staffing according to strategy
Leads the North America Workforce Management team to build streamlined operational processes, and ensures the business works efficiently
Develops the North America Workforce management team to achieve individual career goals
Works cross-functionally with peers in other geographies to support the fulfillment of international staffing requests
Works with Partners to make sure we have strong Sub K arrangements and reliable, flexible capacity
Liaison with Customers
Bachelors; Master’s preferred
12-15 years professional experience and 5-7 years management experience
Reporting Relationships: VP

Workforce Management Director Resume Examples & Samples

Analyzes and forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term
Fully responsible and accountable for the design of metric score cards/dashboards and policies that impact work force positively. Monitors contact center, pipeline, and financial performance and identifies opportunities to improve. Serves as central liaison between locations and BPO partners
Schedules agent shifts and communicates shifts to appropriate team members. Moderates use of Paid Time Off, leaves of absence and serves as liaison to operations and recruiting. Trends call arrival patterns and proactively adjusts staffing accordingly
Identify and make recommendations for call routing anomalies and serves as telephony and technology liaison. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion
Works closely with operations, finance, and account management to resolve complex labor and call distribution issues between locations, clients, and products
May be asked to provide service center-related data or analytics for business unit or operations projects
May be asked to lead or participate in call center technology or BPO projects
7+ years of relevant experience, including experience in call centers and with call center workforce planning
Experience with industry leading Workforce Management Tools (i.e. Calabrio, Verient, IEX)
Experience with skills-based routing tools to allocate service center resources
Experience with a service center reporting tool
Advanced SKILL LEVEL FOR MICROSOFT EXCEL/WORD
Must have thorough understanding of service levels required for each service center team and business area supported
Must exhibit strong organizational, problem-solving, and analytical skills
Must show excellent attention to accuracy and detail
Must have proven planning and prioritization skills

Director, Workforce Management Resume Examples & Samples

Provide strategic and day-to-day leadership to centralized Workforce Management teams in Florida and California and strategic advice to site-based Workforce Management teams in Hong Kong, Shanghai, Tokyo, and Paris using a detailed understanding of the intricacies of the Workforce Management lifecycle (e.g., fluctuations in demand, trends/opportunities/impacts, resource allocation flexibility, current and future organizational planning, market nuances, etc.)
Connect with WDPR site leaders, prioritize projects and provide necessary resources
Leverage analytics and best practices to build workload models and tools for all sites that best meet Guest demand and operational needs
Develop actionable proactive strategies and solutions through in-depth analysis and application of business expertise to achieve superior service levels while maintaining an efficient and engaged workforce at the most effective cost
Provide solutions to deliver desired results for scheduling, deployment, and time recording processes while considering business objectives, Cast/employee satisfaction, compliance risks, and efficiency
Enable consistent, actionable and timely data, reports and sustainable tools and technology supporting site Workforce Management processes, business insights and analytics
Develop Workforce Management leadership team and manage talent rotations. Evaluate performance and provide constructive feedback to the team. Provide oversight and assure quality of department project work
Awareness of new data analytical methods inclusive of current and future focused technology platforms to leverage and/or enable work to reach its’ full potential
Minimum 8 years progressive leadership experience in Guest/client facing operational functions or support functions e.g., Human Resources, Finance, Industrial Engineering, Strategic Business Analysis
Demonstrated experience with strategic design and/or execution of hourly labor processes and systems for large scale operating organizations to include labor planning, demand analysis, scheduling, time recording, and reporting, in a unionized environment and with Federal, state, and local laws and regulations
Strong business acumen, conceptual thinking, and problem solving with the ability to develop and deliver complex analysis and concisely communicate results to all levels of the organization
Exceptional influence skills with ability to integrate diverse, and at times, opposing points of view to a desired resolution
Approaches sensitive work with diplomacy and drives results while developing and enhancing business relationships with cross-functional partners in a collaborative style as well as communicate in an impactful manner
Passion and commitment to diversity with demonstrated ability to lead and develop analytical teams
Ability to work in a fast-paced environment under changing conditions
Strong project management skills, including the ability to manage multiple tasks simultaneously and lead complex, cross-functional teams
Related experience in the theme park, resort, leisure, or retail industry; global experience a plus
Bachelor’s degree in Business or related field

Workforce Management Manager Resume Examples & Samples

Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and client operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation
Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for the WFO team and ensures adherence to company and department policies and procedures
Assists in analyzing metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency and cost effectiveness
Consistent review of NMAC-NCCD processes
Maintain awareness of emerging industry tools
Perform period review of current NMAC tools against other tools available
Benchmark other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs
Defines and implements governance over staffing model, forecast processes (ie. Staffing Model) Reviews and approves the quarterly staffing forecast across all lines of business prior to executive presentation
Manages the monitoring and scoring of customer interactions by contact center representatives, including but not limited to phone calls, e-mails and chats
Ability to manage multiple, complex, on-going tasks and projects
Extensive data analysis, reporting and action planning
Ability to organize, prioritize and follow through
Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and implement recommendations for corrective action
Must demonstrate competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers
Must possess strong quantitative, analytical and technical aptitude skills
Seven or more years of progressively responsible related experience at a professional level, including five or more years in a WFM Planning and Strategy role, preferably in the automotive or finance industry
Two or more years in a full supervisory role, providing leadership, coaching, guidance and training and contributing to staff development
Bachelor Degree (or equivalent work experience) with a background in economics, math or business/finance. MBA (preferred)Certified Workforce Planning Professional or equivalent (preferred)Six Sigma/Lean Sigma or equivalent (preferred)Project Management Professional or equivalent (preferred)
WFM Software (i.e.Verint, eWFM/IEX)MS Office tools (Excel, Word, Powerpoint, Outlook)Math/statistics and computer proficiency
Travel: Occasional day or overnight travel

Workforce Management Senior Manager Resume Examples & Samples

Provides leadership, guidance and strategic direction to the WFO Manager, whose overall responsibilities include the following
Drives consistency and governance to optimize resources and achieve results in order to improve the overall customer experience
Defines and implements governance over staffing model, forecast processes (ie. Staffing Model, Forecast Process, Timelines, Locks, etc), Scheduling and Real-Time Management for Operations
Provides oversight of monthly review of the staffing model forecasts for NMAC-NCCD
Reviews and approves the quarterly staffing forecast across all lines of business prior to executive presentation
Works cross-functionally to direct plans for major organization-wide initiatives
Facilitates approval of the monthly/quarterly forecasts
Collaborates with Team and Operational Senior Leadership to ensure that forecasts and timeframes are in alignment with company strategy, necessary business rules and operational conditions
Initiates and champion projects/project teams to implement improvement initiatives designed to maximize resources across the centers and like functions
Oversees the monitoring and scoring of customer interactions by contact center representatives, including but not limited to phone calls, e-mails and chats
Ensures qualitative and quantitative feedback is provided on customer contacts for compliance, customer service skills and transactional accuracy
Job Knowledge and Skill

Workforce Management Manager Resume Examples & Samples

Provides input into the strategic plan consistent with the strategic vision of the division
Performs special adhoc reports working with senior management and auditing Virtual Roster/Kronos for cost savings opportunities
Analyze staffing data provided by department and Finance and make recommendations to senior management
Adjust staffing needs based on special events, large party reservations, table games/slot tournaments while maintaining compliance with scheduling to include departments covered by collective bargaining agreements
Work with complex department heads to adjust staffing models and approve schedule changes independently as necessary
Act as the Director in their absence
At least 5 years of relative or related experience including some management oversight
Previous experience with process improvement
Ability to learn new software and adoption of new technology
Working knowledge of statistical analysis
High School diploma or equivalent
Working knowledge of Microsoft Excel

Workforce Management Manager Resume Examples & Samples

Directly responsible for the accuracy of multi-channel volume forecasts, schedules, schedule models and schedule forecasts for the entire enterprise that enable the ability to staff the correct number of agents at the correct time in order to meet customer demand and service level objectives
Manages and leads multiple workforce management analysts and supports their overall development; responsible for hiring, developing and performance management of direct reports
Leads the development of demand planning strategy, foot-print planning, and benchmarking workforce management competencies and models
Develops the team to be able to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes; including financial implications
Leads team in creation of forecast models, budget/financial forecasts, spreadsheet models and ad-hoc queries to support business analysis, financial planning, and financial controls; accountable for maintaining capacity and foot-print plans
Oversees and supports team in creation of schedule segments based on forecasts and planning as well as ensures timely handling of exception requests and changes; ensures all decisions are made in accordance with policies, defined allotments, and business impact; ensures unplanned time segments are recorded and categorized properly for historical tracking and forecast accuracy as well as enabling reporting on business results
Analyzes, and leads team in analyzing, real-time performance utilizing continual forecast strategies, key operational metrics, and leading indicators to understand patterns and trends against tolerance levels
Develops and executes response plans leading team to proactively identify priorities and develop insights to maintain business results, improve customer satisfaction, maximize workforce efficiency, and improve operational and financial performance to ensure “Trusted Care”
Leads team in creation and delivery of forecast, schedule efficiency and operational reports to stakeholders and validates for accuracy; continually monitors, completes ad-hoc queries, and analyzes and measures overall performance for the entire enterprise
Interfaces with all levels of operations and process partners across the enterprise; supports team to facilitate and identify forecast drivers, schedule requirements, service level objectives and related planning; influences and assists in making decisions that improve service delivery, efficiency, products/services, processes and quality
Leads development of schedule forecasts, over/under insights, shift bids, capacity plans, budget forecasts, staffing models and plans to meet customer outcomes, business objectives and financial objectives, and supports team in providing both written and verbal recommendations and improvement plans
Leads multiple WFM related initiatives, projects, financial planning and budgeting, including month end reconciliation and rebilling
Drives innovative impact with a customer driven mindset that leads to operational excellence; continuously assess and redesign processes that are repeatable, sustainable, and scalable to ensure customer requirements are met;; accountable for development, maintenance and continuous improvement of all workforce management processes; implements and embeds lean principles and tools

Director Workforce Management Resume Examples & Samples

Develop productivity and guest service standards to ensure efficient staffing with exceptional guest service
Provide leadership in the development of the Workforce Management department
Act as property contact with respect to all facets of scheduling including vacation approvals, forecasting and analytical reporting
Ensure all property schedules are followed accordingly and follow up with property leadership on exception reporting
Provide labor reporting to Property Senior Management
Develop standards and assign goals for Workforce Management
Bachelor’s Degree or work equivalent
At least 7 years of management experience to include Human Resources or Finance
At least 5 years of experience in the HR/Compensation or Finance field
Experience working with all levels of management including senior executive
Experience developing productivity and guest service standards
Strong understanding of Collective Bargaining agreements as well as state and federal labor laws

Workforce Management Spec Resume Examples & Samples

4 years call center/workforce management experience
6 years call center/workforce management experience
Experience in Mortgage line of business

Director, Workforce Management Resume Examples & Samples

Develop long term strategic vision of workforce management
Work closely with senior leadership to create and execute growth strategies
Have a continuous improvement mindset of evaluating existing processes to find operational efficiencies
Manage a team of workforce management and capacity planning personnel responsible for contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and intraday workforce management
Support capacity planning needs by managing short and long-term forecast process, developing staffing plans and leading capacity planning meetings
Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and VTO
Act as a mentor and/or manager, assist in the career growth and development of the Workforce Management team by driving focus on our values
Plays a critical role in building leadership depth by providing guidance and mentorship to all levels of leadership within their organization

Workforce Management Resume Examples & Samples

Workforce management on call volume, forecasting, resource capacity and efficient staff scheduling to meet service level targets
Provide MIS information and analysis to management for review and decision making
Provide accurate headcount and related report for resource requirement plan
Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and team work
Design short and long term strategies for CCTR workforce management in a multi-site environment
Develop and document standards, policies, processes, and business rules around workforce management for a multi-site environment
Develop and document business rules for scheduling process in a multi-site environment
Determine most effective utilization of Alternative Work Schedules
Drive CSO schedule satisfaction while meeting the needs of the business
Manage forecasting, scheduling, and real-time support teams in a multi-center environment
Communicate and coordinate staffing needs with Operations teams
Prioritize the resource and scheduling needs, while best meeting the needs of work/life balance of CSOs
Ownership of the accurate preparation of forecasts – responsible for determining the overall FTE needs for all phone and non phone based FTE needs
Create accurate forecasting models by identifying drivers and incorporating accurate performance data and trends
Responsible for the scheduling process
Prioritizing the needs of the business while best meeting the needs of CSOs
Strategic leader in improving consistency of service levels
Advise forecasting, scheduling and real-time support teams as to the most efficient and effective use of workforce management systems and tools
Ownership of timely and accurate workforce reporting
Partner with Operations team to determine optimum forecast drivers
Guide team in the optimum forecasting, scheduling and real time adjustments for both planned and unplanned time offs in the centre (planned activities, meetings, training, vacations, etc.)
Establish and manage to an operating budget for the Customer Centre
Develop effective and efficient teams in forecasting, scheduling, and real-time support
Develop measures of performance and accountability for the forecasting, scheduling, and real-time support teams
Identify and develop future leadership in Workforce management

Advanced Services Workforce Management Resume Examples & Samples

Analysis, Process Design and Development Administration and Support
Work on virtual teams
Data Model Development (Excel, Pivot, and PowerPoint)
Develop Process and Workflow Flow Diagrams and Maps
Develop use cases, and Presentations
Perform Gap Analysis
Provide input during development of Business Requirements Documents (BRD)
Develop Training Plans when required
Assist in the implementation and the creation of test plans, training materials and documentation for communication and training on new tools and process
Develop User Guides, Q&As and/or other informative content and media
Provide input, feedback and review of Vision and Strategy Documents

Workforce Management Resume Examples & Samples

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
Analytical and solid communications skills are essential to be successful in this role
Advanced skills using Microsoft Excel in a business environment
Speaking-listening-writing skills, attention to details, proactive self-starter
Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred
Experience managing Aspect or IEX IDPs highly desirable

Workforce Management Director Resume Examples & Samples

To ensure that staff resources are scheduled in the most effective manner with the goal of meeting business, staff and customer needs
To drive the philosophy of least-cost approaches in everything we do
To ensure that we deliver solutions that are both appropriate and cost effective
To build and maintain relationships with Regional SDLs, SDO and AET, using these links to understand and guide the delivery against goals of each business unit
Develop and enforce consistent practices across all business units
Provide quality leadership that encourages and enables the WFM to exceed customers’ expectations on a continual basis - this includes development of staff to improve productivity and efficiency
To liaise with SDLs and other stakeholders to ensure the needs of the business are being met and proactively anticipate the future needs of the business
Proactively provide to the business analysis and recommendations on Operational issues including Call Routing and Scheduling, advising on appropriate courses of action to correct problems or respond to changes in trends, patterns and business requirements
Identify and implement improvements & enhancements of systems and processes, where such changes will add value to the business, or increase the efficiency of the team
Represent the regional Service Delivery Network on functions including Call Centre Technology, Forecasting and Scheduling, Real-time and Reporting
Conduct ad-hoc analysis and reporting as required by Senior Managers
Well developed skills associated with managing in a participative work environment
Facilitation skills; ability to work in a multi-disciplined, professional level team environment
Ability to interpret data in order to make effective recommendations
Demonstrated analytical, planning and decision-making skills
Well developed negotiating and problem solving skills
Ability to work under pressure, to tight schedules
A high degree of flexibility with the ability to operate in a dynamic / changing environment
Task and Goal oriented, high energy levels and a sense of urgency with the ability to prioritise issues
Proven business and financial acumen
Preferably Degree Qualified
Demonstrable experience in a similar environment desirable

Manager of Workforce Management Resume Examples & Samples

Prior successful management experience
Very strong analytical and modeling skills, including excel mastery
Strong knowledge of call center call flow dynamics, metrics, and problem solving experience as well as experience with utilizing a WFM platform for staff scheduling
Very strong work ethic & ability to effectively communicate with all levels of management
A related degree

Workforce Management Resume Examples & Samples

4+ years' related experience
Consulting experience required
Experience with workforce software such as Kronos, Workbrain, Workforce Software, ADP eTime, or Ceridian suite of time and attendance software and system infrastructure
Experience in one or more of the following areas: Workforce Management, labor cost optimization, payroll tracking, workforce analytics, interfaces using WIM
Experience leading requirements gathering workshops or facilitating meetings
Up to 20% travel required

Director, Workforce Management Resume Examples & Samples

Strong understanding of TeleTech’s business, core values, and goals
Ability to lead and partner successfully with teams, management and clients
Strong analytical, verbal and written communications skills
Ability to manage multiple, complex, on‐going tasks and projects
High level of integrity, judgment and follow through
Strong coaching, people, and leadership skills

Workforce Management Lead Resume Examples & Samples

Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term
Schedules agent shifts and communicates shifts to appropriate team members
Works with Management to moderate use of Paid Time Off, leaves of absence and communicates serves as liaison regarding appropriate communication of agent use.·
Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements
Trends real time call arrival patterns and adjusts staffing accordingly
Identify call routing anomalies using real time monitoring applications
Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments
Builds and maintains Workforce Management System
Identifies real time call volume interruptions and system outages that impact contact center performance.·
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion
Maintain current and accurate agent skill set inventory and schedule recruiting / training departments involvement as required
Maintain current and accurate agent group inventory and schedule recruitment / training as required
Manages schedule adherence reporting and agent feedback process including appropriate coaching and disciplinary actions for schedule adherence and call center policies that impact KPIs·
Works with Management to moderate use of Paid Time Off, leaves of absence and communicates serves as liaison regarding appropriate communication of agent use
Identifies real time call volume interruptions and system outages that impact contact center performance
Manages schedule adherence reporting and agent feedback process including appropriate coaching and disciplinary actions for schedule adherence and call center policies that impact KPIs
Trains team members, managers and trainers on the use of work-force planning tools
Trains team to generate accurate and timely reports
Meet all KPIs
Able to work with minimal supervision·
At least 5-7 years scheduling experience preferred
Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field
Equivalent work experience may be substituted for educational requirements
Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems
Experience implementing new software / applications useful
Solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations
Leader and a motivator, you won’t do all the work yourself, but you should possess the ability to bring sometimes competing interests together that best serve our purpose, the clients we serve and ultimately their customers
Demonstrated strong verbal, written, and presentations skills
Proactive working style
Demonstrated ability to quickly learn new systems and processes
Detail oriented; accuracy is critical
Knowledge of Avaya CMS and Qfiniti WFM Tools a plus

Workforce Management Spec Resume Examples & Samples

Daily tracking, reporting and communication of teammate absence information
Appropriate and timely application of SunTrust attendance policies and associated corrective action notification
Reporting and review of data trends
Recommended solutions for areas of opportunity and efficiency
Identification of outliers specific to attendance policy misuse
Hold scheduled meetings with Team Manager to review status

Director Workforce Management Resume Examples & Samples

Directs all activities of the call centers and all aspects of workforce management in all of the call centers, including, but not limited to, the monitoring, maintaining, and tracking of real time call volume and distributing the calls based on availability
Reviews forecasted volume and available staff to ensure that the call centers' management schedules staff in the most efficient manner to properly utilize available resources and maintain acceptable service levels
Oversees the analysis of calling demands, adjusting demand ratios as necessary, monitoring and adjusting staff resources to meet client demands
Communicates regularly with Client Services regarding hours projected forecast, increased/decreased headcount, daily stats and reporting, and system issues affecting hours day/week/month. Also answers all performance-related questions and reporting

Director of Workforce Management Resume Examples & Samples

Direct a root cause analysis of labor & labor expense management including the following processes recruiting, onboarding, compensation, report management, engagement & retention, and off boarding
Collect and analyze data in regards to open positions, scheduling, agency usage, daily labor meetings, and competitive wage analysis of the local markets
Consult with Care Center leadership to develop performance improvement plan to address labor issues
Assist Care Center in executing performance improvement plan until the labor goals are met set by Operations leadership
Educate, direct, and train Executive Director, Director of Nursing, Human Resource Coordinator, and scheduler on labor control tools used by the company
Partner with the Recruitment Task Force members to develop and implement recruitment strategies including but not limited to job fairs, open houses, and school partnerships
Benchmark and implement best practices for labor management

Workforce Management Lead Resume Examples & Samples

Drive team performance
Define success metrics for Payments Customer & Risk Support
Drive team-wide results, determine what is important, clarify next steps and delegate effectively to meet expectations
Provide management guidance on organizational effectiveness, change management, and conflict resolution
Provide expertise in career planning, performance management, and coaching
Be an active member of our leadership team, helping to drive the broader Risk Management Operations organization forward
Work in a cross-functional capacity within a dynamic, rapidly changing environment
Develop teammates’ careers and skills
5+ years of experience in consulting, operations management, scaled customer support, payments, finance, or related field
2+ years of experience driving operational workflow improvements
2+ years of experience defining, managing and communicating performance metrics
1+ years of people management experience
Experience creating project plans and executing them to completion
Experience presenting project proposals to senior leadership

Director, Workforce Management Resume Examples & Samples

Work effectively with cross functional leaders such as Operations, Finance, HR, Systems to achieve service, cost and team member objectives through efficient staffing, scheduling, training and communication to enable Site Operations to focus on exceptional customer service
Coach and develop by accurately accessing strengths and development needs of employees, giving timely and specific feedback, as well as challenges direct reports to optimize performance. Manages team objectives, training requirements and career development
Identify, create and provide reports and analysis to Customer Service Leadership to assist in making informed business decisions. To drive awareness and accountability for key factors impacting service performance
Interact with Contact Center and Supply Chain Senior Leadership to articulate operational effectiveness, make problems visible, and challenge with innovative solutions to balance cost and service
Investigate, evaluate and help implement Workforce Management tools and Telephony functionality as required. Develop roadmap to leverage technology to advance the WFM capabilities/efficiencies
Build an effective team committed to organizational goals; fostering collaboration among team members to address relevant issues. Mobilizing people to take action
Develop and execute a WFM strategy that aligns to Grainger, Contact Center and Site Strategies
Develop staffing models that drives flexibility to deliver strong service levels and lower cost to service
Develop and implement disaster contingency plans for the Contact Center organization
Manage Continuous Improvement activities that drive stronger customer experience at lower cost to serve across the end to end customer journey
Bachelor's Degree or equivalent business experience
Minimum 5-7 years experience in service center operations
Minimum 8-10 years experience with Workforce Management process and tools experience (i.e. Aspect, Blue Pumpkin, IEX) and ACD technology (i.e. Avaya, Cisco)
Strong expertise in in capacity modeling, workforce management tools and operational planning methodologies
Proven experience in leading workforce management team in a multi-site contact center structure. Experience in a centralized WFM environment is a plus
Must be able to provide clear and concise direction in a rapidly changing environment
Expert understanding of conflict management, including negotiations and consensus building
Proficient relationship building skills, including the capacity to predict and manage behaviors, build and leverage cross-functional partnerships within and outside the CC and Grainger organizations and leverage influential leadership
Possess expert analytical, problem solving and decision making skills. Uses data/analytics to get to root cause/improvement opportunities
Understanding of interdependency between the staffing, processes and systems and how they link to high service and lowest total cost
Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potential conflicting priorities
Successful track record of leading large teams (~1600+ team members) through change management

Director, Workforce Management Resume Examples & Samples

Strong data analysis and reporting
Ability to successfully interact with internal Operations and clients from VP level to associates
Ability to drive profitability on per minute, per transaction bill type programs
Strong WFM skills
Staffing
Exceptions
Ability to lead and partner successfully with staff and chain of command
Math/statistics and computer proficiency

Director, Workforce Management Resume Examples & Samples

Leads a global team of Workforce Leaders, Planners, Traffic Analysts and Scheduling Analysts, across all programs across multiple sites
Builds partnerships with the client and site operations teams consulting and advising on staffing strategies that take into account all possible variables that may affect staffing and call volume projections
Monitor and analyze call patterns, intra- and inter-day activity and makes adjustments as needed in real time to ensure optimal productivity and efficiency
Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Prepare and disseminate timely and accurate reports to operations management and clients
Proactively monitors associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
Business and financial acumen - end to end operational knowledge of service delivery and assurance or customer care processes in a contact center environment
Strong telecommunications/ technical knowledge
Global business acumen – understands business on a global scale, understands what works in many countries and what is different from country to country
Willingness and ability to work from a home office
Willingness and ability to travel for up to 35% of work hours
Communication: Demonstrated ability to forge positive relationships with senior level executives within client organizations
Strategy: Proven success in setting the strategic direction and key expectations for the company. Ability to formulate and recommend strategies and WFMl objectives. Ability to use industry knowledge and identify process improvements to enhance services
Change Management: Demonstrated ability to adapt quickly to change and provide change management guidance to others
Leadership: Ability to lead and motivate international matrixed WFM teams
Financial acumen: Demonstrated ability to make decisions and problem solve based on financial and economical analysis to align with corporate strategic vision
Ability to facilitate solutions in a complex technology and business environment
Ability to work with diverse groups in terms of geography and different time zones
Strong analytical skills and ability to apply above real-time
Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
Dependability regarding completion of assignments and attendance
Minimum of 5 years’ experience leading and developing a global Workforce Management Team in a Customer Care and/or BPO operation, with client and senior management interaction
5 years’ experience working with call center reporting and metrics required
5 years’ experience working with workforce management technologies ideally either TCS, IEX, Verint or Blue Pumpkin
5 year’s experience with Avaya or other ACD phone system required
Experience in a matrixed leadership role, leading process improvement teams or self-managed work teams
Post-secondary education in a related field
Bachelor’s degree in Business Management, Finance or a related field preferred

Workforce Management Resume Examples & Samples

Demonstrated success of being a part of a team
Results orientated - ability to prioritize and achieve results while working to deadlines under pressure
Excellent problem solving, attention to detail, objectivity and the ability to think strategically and quickly
Discretion is essential. Any violation of the confidentiality of an agent’s information would result in immediate dismissal from the Candidate role
Confident personality with the ability to interact at all levels from frontline agent to Site Director and establish rapport with Sales and Customer Care clients
Previous call center scheduling experience helpful
A solid understanding of call center terminology and functions with call center experience
Strong analytical, communication, and organizational skills
Experience and understanding of call center dynamics, including staffing, queues, and performance measurements

Specialist, Workforce Management Resume Examples & Samples

Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a WFM process and system expert. This includes high level of knowledge of WFM practices and policies and having a thorough understanding of systems that support those functions, such as EWFM (Employee Work Force Management), Avaya, and other TeleTech's and client specific tools and systems. Adapt quickly to any changes in the process. Be able to troubleshoot and analyze staffing issues, and work closely with WFM to uncover and report issues that will impact WFM systems and processes. Understand the requirements for each task while strictly adhering to TeleTech's policies and client requirements/expectations. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
Understand and improve the key success metrics associated with workforce management goals. These include
Escalate staffing issues as appropriate. Clearly identify work force issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer
Strong understanding of Teletech's business, core values, and goals
Strong interpersonal skills in dealing with a diverse population
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment
Strong attention to detail and desire to follow procedures
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
Knowledge of call center business
Call center experience

Workforce Management Forecast Specialist Resume Examples & Samples

Develop, administer and maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing elements. Your forecasts will include long-range forecasts, short-term interval scheduling forecasts, and tactical weekly guidance
Analyze trends and provide input on improving metrics including service levels, adherence, forecast vs actual variances, review times and occupancy
Ensure optimization of forecast accuracy at all levels through reporting and analysis of deviations
Support our high-performing Community Operations Team through understanding operational metrics and optimizing the community experience
Work with our internal and external partners, ensuring our support centers operate in the most efficient manner possible while creating a foundation through forecasts that protects our business and enables operational excellence
Share your expertise in Facebook’s Workforce Management solution, as well as the associated process governance and other supportive responsibilities in order to guide and develop Operations, and train other team members
BA/BS degree (preferred) in communications, business, economics, mathematics or equivalent practical experience
7 years of workforce management and/or back-office operations management in a diverse support environment
3 years of experience developing forecasts and staff plans with Aspect Workforce Management
Experience gathering unstructured data to produce insights and regular reporting using Excel. Experience with Tableau/SQL is a major plus
Excellent problem solving, and analytical skills
Demonstrated ability to multi-task and re-prioritize accordingly

Director Workforce Management Resume Examples & Samples

Workforce Management
Strong leadership, management and entrepreneurial expertise
Advanced knowledge of contact center staffing and call volumes forecasting
Excellent analytical and statistical proficiency required
Proficient with MS Excel, Word, Outlook and PowerPoint
Experience with IEX's TotalView, NICE Perform or similar Workforce Management tools preferred
Bachelor's degree from a four-year college or university or equivalent work experience and/or training or equivalent combination of education and experience

Workforce Management 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
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
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

Workforce Management & Taxonomy Manager Resume Examples & Samples

Define strategic functional framework and resource taxonomy for technology and operations
Partner with strategic program stakeholders to ensure taxonomy will support/enable GTO programs (i.e. Solutions Delivery Management, Shared Technology Services, Operations Transformation)
Lead transition from current GTO Functional Mapping to standard defined functional framework
Define standard workforce attributes
Determine impacts to job codes and execute rationalization efforts
Decide where taxonomy data / attributes will be captured and the supporting workflow
Define target end to end workforce management process, delivering identified capabilities and implement across GTO
Define target state tool(s) that will support the end to end workforce management process
Partner with Workday team to understand what capabilities can be supported by Workday and include in tools/system roadmap
Create systems road map and timeline
5 or more years of combined experience in the areas of workforce management, service delivery, business relationship management human resources, change management or business operations
Experience with ITIL, Service Delivery Framework, Lean Agile methodology or Software Development Lifecycle
Experience with building strong partnerships in a client driven environment and can demonstrate partnership during situations and challenges
Ability to collaborate and influence with proven track record of influencing business and technology partners
Adept at balancing multiple and competing priorities; outstanding organizational and planning skills
Decisive leader with strong execution track record
Strong communication skills: written, verbal, presentation and meeting facilitation
Excellent Microsoft Office skills, specifically Excel, PowerPoint and SharePoint
Experience leading large transformational programs impacting the workforce
Experience using business analytics tools such as Tableau or Microstrategy
Prior experience at Bank of America with knowledge of Global Technology & Operations

Workforce Management Assoc Manager Resume Examples & Samples

Adapts existing methods and procedures to create alternative solutions to moderately complex problems
Primary upward interaction is with direct supervisor or teams leads. Generally interacts with peers and/or management levels at a client and/or within Accenture
Manages medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
2 years in Workforce Software
3 years experience in implementing or training on a packaged software system
3 years experience with SQL and writing queries
2 years experience specifically in Workforce Management or Time and Attendance
Bachelors degree Preferred
SuccessFactors certification Preferred

Workforce Management Manager Resume Examples & Samples

Provides input and direction into the development and monitoring of business plan, fiscal budgets, and department operations to produce both short and long-term profitability for the company
College degree in Business Administration or related field or equivalent work experience
At least 5 years of relative or related experience which includes some management oversight

Workforce Management Manager Resume Examples & Samples

Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion
Good interpersonal skills, with the ability to work effectively with people at all levels of the organization
Good communication, facilitation, and interpersonal skills
Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required
Coach & mentor – Motivating team with excellent people touch
Excellent analytical skills with ability to problem solving
Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / maximized. In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity
Ability to perform Capacity planning on Excel for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing – this could be at a weekly level as well
Work closely with RTAs (Real Time Analysts) to provide WFM support
Proactive approach in recognizing emerging trends
To perform root cause analysis for the days the process has missed its targets and suggest corrective action
Should be able to communicate effectively with client and the Process management on issues relating to WFM
Provide reports pertaining to SL, Staffing requirements and Forecast deviation
Minimum experience of 3-4 years of working knowledge with proficiency in Scheduling and Capacity Planning and min 1 year of leading a team of WFM resources
Should have hands on experience of being able to generate Schedules for Process sizes ranging from 100-300 FTEs and manage Scheduling for 300-400 FTEs
High level proficiency in Excel based scheduling and capacity planning (using Erlang or other models)
Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred
Customer management exposure and good presentation skills is a must
Ability to lead calls with clients / other business function independently
Should have excellent client handling skills
Self-motivated and execution oriented
High MS-Office skills (Advanced excel preferred)
Should be capable of handling lots of data in an efficient and effective manner
LEAN/Six Sigma Trained, Tested & Certified (preferred)
In-depth understanding of the various call center metrics and their impact on each other
Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS
Knowledge of Forecasting techniques would be an added advantage
Leads by example with High Value and Integrity

Workforce Management Resume Examples & Samples

Take steps to ensure that the WFM system is set up for Stores to utilise system generated schedules (interim and in due course optimised schedules) with minimal manual intervention
Work with key stakeholders to ensure that the system workload drivers and frequencies remain accurate and in line with the agreed model
Monitor the forecast accuracy in line with agreed accuracy targets. Highlight issues and take remedial action in line with agreed protocols
Keep abreast of business process changes that could impact workload & agree changes to workload calculations with the relevant stakeholders
Take responsibility for all data loads into the system as required ensuring that they are loaded in line with agreed timescales & protocols
In conjunction with the other System Administrator undertake system testing using agreed testing protocols
Work alongside other team members, Store & Retail Tech teams to support the resolution of system queries
Produce and review relevant system optimisation & adoption reports in line with agreed KPI’s to identify issues and opportunities. Circulate a reports pack with commentary in line with agreed protocols
To monitor the WFM interfaces ensuring that they are working correctly, reporting any issues in line with agreed protocols
Maintenance of relevant business process documentation
Provide support and absence cover for other WFM System Admin team members as required
Ensure the health and safety of self, customers and colleagues by taking all reasonable steps to ensure safety in the workplace
Adhere to all Company policies and procedures
Undertake prescribed training and development
To undertake all reasonable tasks as requested
Previous Workforce Management System Admin experience
Experience of the Refexis software solution
Previous system administrator experience
Well-developed data reporting and analysis skills
A good understanding of the principles of labour scheduling
Advanced working knowledge of Microsoft Office packages, especially Excel and Word
Well organised with excellent time management skills with the ability to prioritise and work on own initiative
Confidence and strength of character to influence effectively
A professional and commercial approach flexible and able to adapt to the needs of the business
Well-developed problem solving & analytical ability
Team player with high degree of flexibility
High degree of integrity, ability to work with sensitive data and maintain trust and confidentiality
Good interpersonal skills, able to adapt manner to deal with employees and all levels including senior management
High levels of energy and enthusiasm
'Can do’ mentality
Customer focused with a strong passion for people
Well developed communication skills – verbal and written
Structured and logical in approach
Collaborative in approach

Workforce Management Manager Resume Examples & Samples

Manage/direct contact center resources to achieve performance and business objectives
Manage NICE WFM and QeyMetrics reporting systems, to ensure we are continuously working with the latest technology to drive customer service and efficiencies
Responsible for business admiration of Avaya Contact Center Management Server; responsible for creating/documenting calls flows and working as liaison between business units and Telecom
Oversee contact center volume and AHT forecasting and trend analysis activities
Prepare short and long term staffing requirements
Direct real time management and performance measures for the call center
Identify and drive opportunities to increase the level of customer service and/or efficiencies
Effectively and continuously communicate successes and opportunities
Proactively identify & communicate trends and events which impact customer contact behavior to the entire CTCT organization
Provide real time and historical reporting
Manage a staff of 3 WFM Analysts

Workforce Management Manager Resume Examples & Samples

Bachelor's degree with at least 5 years+ of relevant experience
2+ years of direct Workforce Management experience or WFM oversight as an operations manager
Excellent skills in Microsoft Excel and Google Sheets
Ability to handle multiple priorities and to meet deadlines in challenging situations
20% travel required

Workforce Management Resume Examples & Samples

Review and develop existing training materials to ensure that they are appropriate and aligned to the agreed training approach
In conjunction with the System Administrator the design of Quick reference User Guides that are user friendly and visually appealing
Undertake all associated training administration in line with agreed protocols including room bookings, invites, updating training records and provision of relevant materials
Work with the System Administrator to ensure that the system is prepared for training. Refresh relevant data as required
Training and facilitation of a work force management system to end users to include the technical aspects, change management and practical adoption
Produce and review training evaluation forms. Analyse results and circulate with commentary to relevant parties including suggestions for remedial action where appropriate
Provide support and hypercare to retail employees once live, as required
Provide support to the WFM System Admin team if required
Travel may be required and flexibility in working hours for support to retail stores
Previous technical and soft skills training experience, TAP or other training qualification
Experience of training in a Retail environment
Previous Workforce Management System or retail experience
Confidence in presenting to large audiences
Excellent interpersonal skills, able to adapt manner to deal with employees and all levels including senior management
Design of Quick user guides and training material
Working knowledge of Microsoft Office packages, especially Power Point, Excel and Word
Well organised with excellent time management skills with the ability to prioritise and work autonomously

100

Director, Workforce Management Resume Examples & Samples

Lead for North America, India and Philippines strategic planning and performance analysis including demand management, workforce allocation, adherence tracking, and cost reductions. Provide long term staffing strategy and forecasts for 3rd party outsource providers. Develop the short/long term WFM operating strategy for the Customer Care functions
Direct WFM Team in all aspects of Workforce Management including forecasting, capacity planning, scheduling and real time management for 700 associates across multiple lines of business. Manages business process related activities for Customer Care applications to enable all functions to achieve their goals
Coordinate with Operations, IT, Telephony and other appropriate groups to build disaster recovery and contingency plans. Responsible for all contact routing including voice, email, chat and other contact types
Manages business process related activities for Customer Care applications to enable all functions to achieve their goals. This includes business process management, development, optimization and sustainment through the design of business processes taking in to consideration all inputs, process details, process details, process outputs and customer requirements
Accountable for building relationships with our partners in Finance, Accounting, Collections, Transportation to develop workforce strategies and staffing models that enable the business to meet its financial, customer and employee targets by forecasting workloads and staffing requirements on an ongoing basis
Develops the annual staffing forecast and budget for Customer Care Operations, in partnership with the senior leadership
Must display a sense of urgency
Ability to work independently and make decisions
Demonstrate strong leadership skills and motivate in a team environment
Meet time commitments and completes projects on-time
Ability to multi task and work effectively under pressure
Advanced analytical skills and experience in creating long/short term capacity models, in a multi-skilled environment. Must be able to identify root causes to problems and develop solutions to eliminate reoccurrence. Analyze data , perform financial analysis and develop, monitor and adhere to budget requirements
Presentation skills, ability to explain strategies and ideas, and influence outcomes
Ability to lead process improvement and system configuration requirements
Ability to partner with external stakeholders and key business partners to ensure achievement of goals
High degree of initiative and flexibility. Must be able to embrace and quickly adapt to change and lead the WFM team as well as internal stakeholders through changes to the work environment, volumes, business process, systems and other changes
Demonstrate project management and organizational skill. Must be able to effectively lead and coordinate cross-functional teams to deliver desired results in the time frame required. Must be able to reevaluate and effectively prioritize several projects independently
Demonstrate experience in the development of efficient business processes and application of advanced problem solving skills
Interacts with various levels of management across the enterprise
Critical person has high level of interpersonal skills
Verbal skills as well as written communication must be professional at all times
May require direct communications with key external stakeholders to address customer service related efforts

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