Workforce Management Cover Letter

I am excited to be applying for the position of workforce management. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for expert-level onsite and/or remote support services with specialized skills in Microsoft Intune, MECM (SCCM) or jamf.

Please consider my experience and qualifications for this position:

• Proven experience in leading workforce management team in a multi-site contact center structure
• Medium-Advanced Excel experience/knowledge
• Well-defined customer-centric approach to workforce management
• Demonstrated experience in the development of efficient business processes
• Excellent interpersonal skills, will interact with senior management, vendors, customers, and staff at all levels
• Develop and maintain efficient business processes and design and manage efficient workflow
• Strong aptitude for technical knowledge that includes MS Office Suite, NICE WFM, Avaya CCMS, CTI
• Experience with WFM software (Logile, Kronos, Reflexis, ) that includes standards maintenance preferred

I would like to submit my application for the workforce management opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for microsoft with confidence that obligations from Professional Services Contracts are being met.

Please consider my experience and qualifications for this position:

• Provide input on forecast projections and staffing requirements
• Knowledge in WFM processes and call center business
• At least 18 months experience in WFM
• Able to work comfortably and communicate with all level of management and leadership
• Able to demonstrate and apply a thorough knowledge of call center workforce management and network routing technologies
• Able to work with and communicate workforce management strategies with Customer Service operational leadership in an effort to drive performance towards common goals and objectives
• Able to drive improvements surrounding telephony and workforce management technologies
• Experience with workforce management software preferred, NICE

Please consider me for the workforce management opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for effective coaching and direction as needed to enable marketing professionals to accomplish their objectives and reach Microsoft overall goals.

Please consider my experience and qualifications for this position:

• Demonstrate project management and organizational skill
• Experience working with call center-based business model
• Demonstrated track record in identifying and implementing process improvement
• Experience with predictive dialer management platforms
• Configuration, implementation and advanced troubleshooting of Aspect eWFM (Core WFM, Perform, Empower)
• Back end WFM integration support for PeopleSoft, OpsTel CWA, Kronos, Genesys GPlus and Knowlagent/Intradiem
• WFM concept expertise inclusive of Employee Scheduling, Labor Forecasting, Entitlements and Accruals, Leave Management, Attendance Management, Custom Reporting
• Extensive experience troubleshooting common system and network issues

In response to your job posting for workforce management, I am including this letter and my resume for your review.

In my previous role, I was responsible for administration over a suite of Workforce Management applications (dialer, ACD, provisioning, forecasting, scheduling).

My experience is an excellent fit for the list of requirements in this job:

• Experience with other enterprise Contact Center products
• Assist in the management of overtime and voluntary time off (VTO)
• Optimize break and lunch scheduling to efficiently staff centers
• Monitor/track sick calls, tardiness, , entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime)
• Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences
• Audit and maintain the integrity of data in eWorkforce Management and related databases
• Monitor call volume and statistics to ensure adherence to scheduling and service level metrics
• Update leadership on staffing issues, performance measures, and call statistics

I submit this application to express my sincere interest in the workforce management position.

In the previous role, I was responsible for and maintain correspondence through email, office communicator, as well as verbal communication for forecasting, scheduling, reports/data requests, employee time off maintenance (approved PTO and unapproved absences/FMLA).

Please consider my experience and qualifications for this position:

• Direct management experience with Work Force Management
• Strong mathematical and advanced analytical skills
• Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access)
• Proficient in MS Office and WFM software (Verint, IEX, Aspect)
• Weekday / Split Off
• Flexibility to adjust to shift changes
• Understanding of contact center/call center operations and real-time workforce management
• Maintain professionalism in written and verbal communications