Manager, Workforce Management Resume Samples

5.0 (41 votes) for Manager, Workforce Management Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the manager, workforce management job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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

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

Tailor your resume by selecting wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Create a Resume in Minutes
DH
D Huels
Dayana
Huels
9670 Lowell Union
Chicago
IL
+1 (555) 540 9801
9670 Lowell Union
Chicago
IL
Phone
p +1 (555) 540 9801
Experience Experience
07/2014 present
Phoenix, AZ
Senior Manager, Workforce Management
Phoenix, AZ
Senior Manager, Workforce Management
07/2014 present
Phoenix, AZ
Senior Manager, Workforce Management
07/2014 present
  • Lead an end to end team of 4 individuals responsible for forecasting, scheduling, Intra-day activities for RBC’s contact centre employees
  • Develop proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities and action plans to maximize productivity and efficiencies
  • Through effective leadership and promotion of diversity, reinforce management practices in order to define and enhance individual and team performance
  • Manage/develop performance of direct reports including coaching and performance reviews
  • Communicate and reinforce to employees the key messages relating to organizational values, key behaviours, objectives, strategies and implementation plans
  • Manage capacity planning and agent scheduling processes across the enterprise including Card business (CSE, Collection, New Accounts and CPS) as well as Consumer Banking business areas (Deposit, DPL and DSL)
  • Develop accurate and best-in-class staffing models for a blended operating environment including IB, OB, Back-Office and Online Servicing channels
02/2012 03/2014
Chicago, IL
Manager, Workforce Management
Chicago, IL
Manager, Workforce Management
02/2012 03/2014
Chicago, IL
Manager, Workforce Management
02/2012 03/2014
  • Assist the Director of Workforce Management in strategic planning and scheduling strategies for business units
  • Oversee and manage a staff of workforce real-time analysts
  • Develops, analyzes, and monitors ongoing key performance indicators to include service levels, handling times, absenteeism, etc., measuring daily and intra-daily workforce scheduling effectiveness and performance gaps. Coordinates and tracks productivity and provides ongoing detailed variance explanations. Ensures integrity of data in the IEX Management database to ensure optimum productivity and operational results are accurately reported
  • Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units
  • Manages the day-to-day activities of the Workforce Management Forecasting, Scheduling, Intra-day, and/or Change Management teams. Responsible for recruiting, interviewing, hiring, and training of personnel for the Workforce Management functions. Responsible for staff coaching and evaluation, delivers feedback, discipline, counseling, and performance reviews
  • Develops and establishes Workforce Management performance goals and assesses performance goals at the direction of the Director. Oversees the process and development of all contact center schedules and ensures that the call center is efficiently staffed to meet service metrics agreements. Monitors and reports on schedule efficiency (Schedule Quality Index)
  • Create reports and dashboards that demonstrate performance to target. Utilize data, both quantitative and some qualitative, to drive the organization toward labor productivity and sales conversion goals
10/2008 01/2012
New York, NY
Manager Workforce Management
New York, NY
Manager Workforce Management
10/2008 01/2012
New York, NY
Manager Workforce Management
10/2008 01/2012
  • Implement Workforce Management departmental policies and procedures as directed by the Workforce Management Director
  • Implement Workforce Management departmental policies and procedures as directed by the Financial Planning and Analysis Manager
  • 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
  • Analyze staffing data provided by department and Finance and make recommendations to senior management
  • Actively advise and provide guidance to the business units around scheduling, labor management and leave management
  • Performs special adhoc reports working with senior management and auditing Virtual Roster/Kronos for cost savings opportunities
  • Supervisor Workforce Management
Education Education
Bachelor’s Degree in Impact
Bachelor’s Degree in Impact
University of Oregon
Bachelor’s Degree in Impact
Skills Skills
  • Strong technical aptitude; an ability to learn new software quickly
  • Ability to be careful and thorough about detail
  • Ability to maintain a professional demeanor and appearance at all time
  • Excellent knowledge of call center principles and call center performance metrics / reporting
  • Excellent organizational and project management skills with demonstrated ability to prioritize and execute multiple tasks
  • Ability to work proficiently with Microsoft Word, Excel, Access
  • Ability to analyze information and use logic and process knowledge to address work-related issues and problems
  • Ability to work independently to meet objectives
  • Strong business acumen
  • Ability to analyze information and use logic and process to address work-related issues and problems
Create a Resume in Minutes
1

Manager, Workforce Management Resume Examples & Samples

  • Cast Scheduling & Deployment: partners with operation leaders to develop and manage day-to-day work schedules of frontline cast and to strive for maximizing the labor hours and mix based on Operations requirements and the resources planned by Workforce Planning
  • System Support and Integration: supports a variety of custom-built and/or packaged workforce planning system, intelligent clocking devices and scheduling system to enhance the communication and interaction with Cast Members.By producing different types of reports from systems, the team helps Workforce Planning and Scheduling better manage their work on analytics and information management.Also provide timely and accurate summary/exceptional reports for operations and human resources executives/leaders to facilitate decision-making on operations, talent acquisitions and retention
  • Supervise and manage the team to deliver the following
  • Partner with Operations to accurately plan required frontline resources for day-to-day operations and in compliance with applicable laws
  • Evaluate the allowable FT/PT mix based on the workload demand and current labor supply in the market
  • Support LOBs in developing Five Year Plan and Annual Operating Plan on the frontline labor HCs and costs
  • Manage the month-end closing, forecasting and management reporting on frontline labor LOB’s financial performance for Finance monthly actual and forecast work
  • Provide insight and analyses on all labor assumptions and change in workforce strategies per FM, HR and operations’ direction and maintain regular dialogue with WFM SC to review the analyses
  • Facilitate cross-functional alignment and integration among Operations, Human Resources and Finance
  • Offer fact-based analyses, resolutions, and/or options by participating in and/or leading ad hoc projects to help Operations, HR and Finance to evaluate the operating effectiveness, variability and efficiency of frontline labor and make effective business decisions
  • Be a thought leader and advocate of workforce management who interacts regularly with executives and other leaders across HKDL and Walt Disney Parks & Resorts to drive business improvement and performance
  • Optimize WFM resources for the best results and provide leadership, guidance, motivation, staff development and coaching to the team
  • Minimum 12 years’ experience in related fields, including 7-8 years supervisory or leadership experience. Experience in workforce or labor management function, human resources, financial planning and analysis, and labor scheduling will be preferred
  • Able to initiate and adapt to change quickly and to meet tight deadlines
  • Strong business acumen and analytical skills, self-motivated, independent and with high integrity, knowledge in Employment Ordinance and good track record of transferring skills and people development are essential
  • Good command of both written and spoken English and Chinese
  • Proficiency in statistical analytical tools, workforce planning systems, Powerpoint and Excel will be an advantage
  • Bachelor degree in Management, Business Administration, Human Resources, Finance or any related discipline
2

Senior Manager, Workforce Management Resume Examples & Samples

  • Lead an end to end team of 4 individuals responsible for forecasting, scheduling, Intra-day activities for RBC’s contact centre employees
  • Manage relationship with external supplier resources to provide strong workforce management capability supporting business priorities and future direction ( external resources)
  • Partner with contact centre management and operations to deliver effective staffing and scheduling strategies for all lines of business and optimizing resource planning to deliver a superior client and employee experience while maximizing efficiencies
  • Proactively provide workforce management and scheduling analysis of procedures and/or structure and make recommendations for continous improvement, including recruiting requirements, long term planning, scheduling and bidding strategies and staffing strategies to ensure maximum effectiveness and efficiency
  • Diagnose barriers impeding sales force ability to execute strategies by ensuring the appropriate resources, planning and support capabilities are in place to enable the Contact Centres to deliver a first class, highly effective client experience
  • Provide the Contact Centres with a unified and comprehensive view of operational metrics helping Senior Management gain a clear understanding of Centre performance and results
  • Develop proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities and action plans to maximize productivity and efficiencies
  • Manage contact centre FTE and controllable expense plan
  • Through effective leadership and promotion of diversity, reinforce management practices in order to define and enhance individual and team performance
  • Communicate and reinforce to employees the key messages relating to organizational values, key behaviours, objectives, strategies and implementation plans
3

Eni Manager, Workforce Management Resume Examples & Samples

  • University Degree in Statistics, Economics, Finance or Engineering and/or equivalent experience
  • 3 - 5 years experience in the telecom, engineering and/or construction field an asset
  • Proven project/customer relationship management skills
  • Operational knowledge of construction and network planning
  • Bilingual (written and spoken) - An Asset
  • Analytical with high level logic/problem solving skills
  • Advanced Excel and Power Point skills
  • Capacity to work in highly ambiguous environment
  • Leadership capacity
  • Ability to work under pressure and able to deliver on workload
4

Manager, Workforce Management Resume Examples & Samples

  • Work with Divisional Operations teams to ensure each Division is achieving their optimization goals for sales and profitability through WFM
  • Responsible with Store Operations teams for the effective use of payroll and our investment in our associates
  • Responsible for the forecasting and scheduling for WFM
  • Responsible for evaluating and managing labor standards
  • Monitor productivity in partnership with Store Operations Team
  • Maintain effective communications with Store Operations Teams
  • Manage and deliver in partnership with Store Operations the Divisional performance improvement work streams
  • Partners with Store Operations teams to identify seasonal business trends, and making appropriate configuration changes
  • Contribute to the cross-divisional Optimization work stream to ensure innovation and standardization across WFM globally
  • Manage the day to day operation of WFM
  • Works with the Helpdesk to resolve issues immediately
  • Run the day to day process for budgeting, forecasting & scheduling
  • Responsible for day-to-day maintenance and configuration of the WFM suite of applications
  • Responsible for ensuring overall compliance to Ralph Lauren standards and regulatory requirements
  • Manage the innovation and implementation of WFM
  • Develop and support best practices and process changes for WFM related activities
  • Responsible for developing ad hoc tools and analysis to continuously improve workforce efficiency
  • Develop and implement test scripts
  • Document and support system configuration and changes to application configuration
  • Develop store configurations for new, re-modeled, closed and re-aligned stores
  • Provide support on system conversions, upgrades and enhancements of WFM suite
  • Provide change management and training for WFM
  • Project management for WFM including planning, management & escalation
  • Any other duties as defined by the Senior Director of WFM
  • Excellent organizational and project management skills with demonstrated ability to prioritize and execute multiple tasks
  • Strong analytical skills, creative thinking, critical reasoning, and intellectual curiosity
  • Proven ability to interact effectively with employees and management at all levels
  • Strong technical aptitude; an ability to learn new software quickly
  • Experience with industry leading software preferred (Kronos, Red Prairie, Infor)
  • Awareness of WFM and industry trends and best practice
  • Undergraduate degree with a focus in quantitative disciplines (i.e. Computer Science, Engineering, Math, Statistics, Business Management or Administration preferred. Equivalent industry experience will be considered)
5

Manager, Workforce Management Resume Examples & Samples

  • Adjust resources according the call volume arrival to balance occupancy and efficiency
  • Increase staffing levels or modify call routing to increase service levels
  • Monitor and manage intraday 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 intraday ACD reports and exception tracking
  • Coordinate departmental schedules in conjunction with supervisors and managers, including training, team meetings, vacation, overtime, etc., to maximize service levels
  • Analyze and interpreting past and current call volume data to determine staffing needs, create accurate schedules, and to assure service levels and customer satisfaction goals are met
  • Oversee and manage a staff of workforce real-time analysts
  • Effectively manage overall capacity needs across multiple centers
  • Coordination of all contact center exception procedures including emergency closings, bad weather, holiday, or system malfunctions
  • Bachelor’s degree in Finance, Mathematics, Statistics or Information Technology strongly desired
  • 5 plus years of related forecasting, scheduling, real-time and technical experience in a contact center
  • Detailed understanding of ACD management and administration practices, contact flow management and contact center technologies
6

Manager, Workforce Management Resume Examples & Samples

  • Create workforce management forecasts/staffing analysis, scheduling, budgets and planning
  • Ensure communication is provided to the area call centers in a timely manner
  • Develop performance reports for system stakeholders in order to assure tracking of departmental key performance indicators. Assures operations have implemented tracking mechanisms for all metrics
  • Assist in developing new standardized tracking measures
  • Evaluate current staffing and future needs based on efficiency analysis. Make recommendations for headcount changes and/or outsourcing allocations
  • Supervise direct reports. Establish individual performance goals and reviews performance against goals. Provide employee counseling and work with HR to administer performance improvement plans and corrective action, when needed. Plan, approve, and implement programs for the timely development and progression of the individuals. Participate in the compensation analysis and approval process
  • Bachelor's degree in Business, Finance or Accounting preferred
  • Three plus years workforce management experience required
  • Five years contact center operations experience required
  • Experience in eWorkforce Management systems (eWFM) required and Aspect or Avaya CMS required
  • 2 plus years supervisory experience required
  • Experience in call centers; comprehensive knowledge of workforce management, basic accounting principles, process improvement & internal controls required
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations required
  • Ability to write reports, business correspondence, and procedure manuals required
  • Ability to effectively communicate and present information to managers, clients, customers, and the general public
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and work with several abstract and concrete variables
  • Ability to work in a constantly changing work environment
  • Ability to develop and maintain solid working relationships with individuals across the region to achieve optimal results
7

Senior Manager Workforce Management Systems Resume Examples & Samples

  • Full accountability of end to end WFM solutions including business processes, reporting and systems integrations including the LC Dashboard
  • Responsible for supporting and optimizing Kronos WFS and WFAN. Partners cross functionally to ensure tools are meeting field, store and corporate needs. Ensures Service Level Agreements with relevant stakeholders
  • Defines and implements ongoing Kronos release management in partnership with Operations and IT
  • Primary day-to-day point of contact for vendor interactions and issues resolution
  • Partners with labor analysts and leads technical software implementation with Standards Pro
  • Responsible for technical project management, acting as a Technical Lead on a project, as needed
  • Drives quality assurance with system integration testing and adherence to change control guidelines
  • Provides relevant systems training to business process owners
  • Partners with operations, IT and labor analyst teams to ensure adherence to standards, forecasts and budgets
  • Responsible for implementing new technologies and systems
8

Manager, Workforce Management Resume Examples & Samples

  • Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics. For example: call center volumes, full time employees, schedule adherence, and service level achievement
  • Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence
  • Forecasts and accounts for growth due to seasonal variations, special events, affecting client's (such as marketing blitzes) and other cyclical patterns
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary
9

Eni Manager, Workforce Management Resume Examples & Samples

  • Build complex analysis on workforce management and resources planning
  • Maintain daily, weekly and monthly advancement on resources planning
  • Create presentations and present results to executive team / senior leaders
  • Partner with operational teams and finance team to implement solutions based on analysis
  • Interact with Bell Canada Network Planning and Provisioning team to align resource planning with execution analyze joint metrics and proposed solution to improve metrics
  • Create and maintain the necessary tracking reports related to the WFM system IE: Master Schedule, Operating Reports, Executive Summary, Trending Reports
  • Understanding of financial concepts
  • Microsoft Office Suite: Word, Excel, Outlook and Access
  • Business Systems (i.e. SAP)
  • Presentation (i.e. PowerPoint)
  • Internet: Email
10

Global Manager, Workforce Management Resume Examples & Samples

  • Manage North America, EMEA, and APAC planning teams (Capacity planning, Scheduling, Real time analysis)
  • Develop a planning strategy and global staffing recommendations taking into consideration growth in existing and emerging markets, cost goals, NPS, and Brand perception
  • Manage the global team of Operational Change Managers (3 people)
  • Accountable for team development in line with business needs and succession planning
  • Oversee schedule management for internal and partner customer support staff
  • Optimize schedule coverage to meet business needs and deliver strong SLA performance on all contact channels (phone, email, chat)
  • Manage policies that support these goals, collaborating with partner managers and operations managers
  • Work with our partner and operations networks to review their staffing plans and make change requests
  • Analyze data and metrics to identify the customer service level that Airbnb is providing; proactively identify opportunities for operational improvement
  • Ensure that any improvements to drive productivity or quality are carefully aligned across all internal and partner sites and own the operational delivery of same
  • Identify and evaluate potential operational (internal and partner) risks/obstacles to a successful launch and make recommendations that may impact overall project schedule
  • Review and consult on training and communication materials if they are required for launch and coordinate with the Program Manager
  • Keep senior leadership informed of status and performance of all operational changes
  • Deliver an operational readiness process that enhances the CX employee experience, minimizes business disruption and delivers the desired change goals
11

Senior Manager, Workforce Management Resume Examples & Samples

  • Manage capacity planning and agent scheduling processes across the enterprise including Card business (CSE, Collection, New Accounts and CPS) as well as Consumer Banking business areas (Deposit, DPL and DSL)
  • Develop accurate and best-in-class staffing models for a blended operating environment including IB, OB, Back-Office and Online Servicing channels
  • Acts as subject matter expert related to the workforce planning and scheduling methodologies. Explore new solutions and methodologies to drive continuous improvement
  • Position has full accountability for staffing and scheduling recommendations and needs to work with various business partners including Forecasting, Field management, HR, Training, Strategy, BT and Finance across the organization
  • Identify workload optimization opportunities across various functional areas to improve operation efficiency and business performance. Make recommendations as to necessary process improvements and optimization of enterprise-wide resources
12

Manager Workforce Management Resume Examples & Samples

  • Implement Workforce Management departmental policies and procedures as directed by the Financial Planning and Analysis Manager
  • Provides input into the strategic plan consistent with the strategic vision of the division for Gold Strike
  • 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 Gold Strike
  • Develop and implement department goals for the entire property in regards to FTE’s, vacation quotas and scheduling
  • Develop and coordinate standardized processes and policies for every department at Gold Strike
  • Actively advise and provide guidance to the business units around scheduling, labor management and leave management
  • Undergraduate degree in Business Administration or related field or equivalent work experience
  • 5 years of relative or related experience which includes some management oversight
  • Strong understanding of statistical analysis
13

Manager Workforce Management Resume Examples & Samples

  • Implement Workforce Management departmental policies and procedures as directed by the Workforce Management Director
  • 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
  • Develop and coordinate standardized processes and policies for every department
  • Supervisor Workforce Management
  • Specialist Workforce Management
14

Manager, Workforce Management Resume Examples & Samples

  • Assures quality of staffing plans and manages changes to plans so that their effectiveness is maintained
  • Coordinates hiring activities with Human Resources, providing sufficient time and specificity in staffing plans to promote success in recruiting
  • Coordinates and monitors staffing sub-contractor activities, providing clear direction for support personnel
  • Prepares and provides various reports and technical reviews to senior management as requested, including service center efficiencies
  • Ensures compliance with relevant corporate and government policies and standards
  • 8-10 years of related service center management experience with at least 5 years in workforce management
15

Remote Senior Manager, Workforce Management Resume Examples & Samples

  • Oversees the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics. For example: call center volumes, full time employees, schedule adherence, and service level achievement
  • Manages the Workforce Management staff in the various workforce management activities of forecasting, scheduling, capacity planning, monitoring queues and volumes, and approving off phone activities
  • Identifies and researches service level risks for problem resolution and management notification
  • Oversees escalation plan when service levels are negatively impacted
  • Forecasts and accounts for growth due to seasonal variations, special events, and other cyclical patterns affecting clients (such as marketing blitzes.)
16

Senior Manager, Workforce Management Resume Examples & Samples

  • Manages and is responsible for the successful achievement of service levels for assigned programs while allowing for improved quality, sales, and efficiencies
  • Act as Workforce Management liaison with all levels of the TLS US operations
  • Contribute to routing and skilling strategies for the US organization
  • Manage shrinkage, overtime, and VTO planning and analytics; provide operations with employee trending
  • Continually ensure staff adjusts to trends based on re-forecasted requirements
  • Communicate with all levels of the US TLS operations regarding impacts to volume, staffing or productivity
  • Develop strong relationships with other departments to gain volume, staffing or CST (AHT) improvements
  • Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and allow for increase sales
  • Manages and develops assigned WFM staff and performs personnel actions including hiring and performance evaluation. Coordinates with all Global WFM supporting teams to ensure plan integrity and readiness
  • As a senior leader across the Global WFM Team, this individual will stay engaged within the US market and collaborates throughout the Global WFM Team
  • Sets clear direction within direct teams and stays engaged across the global WFM teams
  • Providing honest and impactful input and developmental feedback
  • Creating a fun and challenging work environment
  • Functional Expertise
  • Experience in Travel and/or Lifestyle industries
  • Post Graduate Degree/Certification (e.g., Master’s Degree)
  • Avaya Telephony Platform Experience
  • Alternative channel planning experience (Email, Chat, Social Media)
17

Manager, Workforce Management Resume Examples & Samples

  • Oversees and maintains the Workforce Management (WFM) Platformutilized for forecasting, scheduling, tracking, monitoring, andreporting the daily/monthly call center statistics. For example: callcenter volumes, full time employees, schedule adherence, and servicelevel achievement
  • Manages the Workforce Management staff in the various workforcemanagement activities of forecasting, scheduling, capacity planning,monitoring queues and volumes, and approving off phone activities
  • Conducts forecasting, creates staffing schedules, and monitors realtime for schedule adherence
  • Identifies and researches service level risks for problem resolutionand management notification. Oversees escalation plan when servicelevels are negatively impacted
  • Forecasts and accounts for growth due to seasonal variations, specialevents, affecting client's (such as marketing blitzes) and othercyclical patterns
18

Manager, Workforce Management Resume Examples & Samples

  • Manages the day-to-day activities of the Workforce Management Forecasting, Scheduling, Intra-day, and/or Change Management teams. Responsible for recruiting, interviewing, hiring, and training of personnel for the Workforce Management functions. Responsible for staff coaching and evaluation, delivers feedback, discipline, counseling, and performance reviews
  • Develops and establishes Workforce Management performance goals and assesses performance goals at the direction of the Director. Oversees the process and development of all contact center schedules and ensures that the call center is efficiently staffed to meet service metrics agreements. Monitors and reports on schedule efficiency (Schedule Quality Index)
  • Identifies and coordinates business development opportunities. Assists in development of procedures to ensure compliance to budgets, quality cost controls, and continuous improvements in call center metrics. Identifies business opportunities bases on analysis of reports (e.g. consolidate queues, changes hours)
  • Coordinates the implementation of improvement initiatives in order to benefit the overall call center strategy by advising and directing Customer Service Representative activities, involving call queues, workforce schedules and resource allocation
  • Oversees the development and delivery of all management reports related to call centers and ensures accuracy of information to assist in the successful forecasting and scheduling of Customer Service Representatives. Provides analysis to ensure staffing and scheduling plans meet business goals and objectives, and makes recommendations for improvement
  • Develops, analyzes, and monitors ongoing key performance indicators to include service levels, handling times, absenteeism, etc., measuring daily and intra-daily workforce scheduling effectiveness and performance gaps. Coordinates and tracks productivity and provides ongoing detailed variance explanations. Ensures integrity of data in the IEX Management database to ensure optimum productivity and operational results are accurately reported
  • Analyzes trends and gathers input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for development/adjustment of staffing plans. With management direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy
  • LI-AC1
  • Bachelor’s Degree and at least 5 years of experience in Workforce Management or High School Diploma/GED and at least 8 years of experience in Workforce Management
  • Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients)
  • Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions
  • 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)
19

Manager, Workforce Management Resume Examples & Samples

  • Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration with National Command Centre
  • Maintains working relationships with key Operations and Client Services personnel for respective sites
  • Validates inputs/outputs of workforce management tool(s) and direct reports as required to insure effective and efficient staffing/scheduling within the respective sites/business units
  • Proactively provides workforce management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies, staffing strategies
  • Monitor and review processes, inputs and outputs for process improvement recommendations and changes
  • Assist the Director of Workforce Management in strategic planning and scheduling strategies for business units
  • Provides input for Business Units budget and validates actual forecast
  • Provide recommendations and analyses for new business opportunities
  • In depth Knowledge of all phases of Workforce Management, including Planning, Forecasting, Scheduling and Real Time Intra-day functions
  • Excellent knowledge of call center principles and call center performance metrics / reporting
20

IT Manager, Workforce Management Systems Resume Examples & Samples

  • Responsible for account/ portfolio management through regular contact with Business partners in order to understand business needs. Brings knowledge of industry best practices and applies that information in discussing enhancements to existing technology or new technology solutions that may address those needs
  • Participates in Company wide project priority setting. Creates a cohesive team of highly trained professionals, external technical experts and key users and coordinates their efforts in the support of existing production systems and in the execution of new store system projects, ensuring that
  • At least 7-10 years experience delivering new capabilities and enhancements for IT systems
  • Experience working for a national retailer with multiple stores preferred
  • A solid understanding of industry best practices in retail; specific demonstrated experience mapping business processes and comparing those processes to industry best practices preferred
  • Demonstrated project management experience including experience leading a project team through the entire software development life cycle
  • Technically competent; able to supervise internal programmers, analysts, consultants and external vendor resources
  • Undergraduate degree in information systems, computer science, or a related technical discipline or equivalent work experience
21

Manager, Workforce Management Resume Examples & Samples

  • Forecast claim volumes and resource needs based on historical data/metrics and current trends
  • Ensure proper staffing levels to meet contractual obligations and established metrics
  • Develop work schedules based on identified business needs
  • Strategically evaluate staffing levels across sites to achieve an optimal balance of efficiency, service and expense (e.g., identify opportunities to offset costs, budget planning/controls)
  • Collaborate with Operations to identify issues that impact staffing levels (e.g., claim drivers, business continuity events, off-line activities, trends)
  • Ensure Real-Time Schedule Adherence and Skill Priorities
  • Deploy/redeploy resources in real time to meet current business levels/needs (e.g., re-skilling, real-time skill management)
  • Monitor attendance/schedule adherence, and take action as needed (e.g., update schedules, realign resources)
  • Optimize scheduling in real time, as needed (e.g., queuing, breaks, unplanned PTO)
  • Manage skill priorities/availability (e.g., level-swapping, skill management)
  • Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
  • Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., claim volumes, intra-day patterns, root cause analysis)
  • Gather workforce metrics/data and distribute reports (e.g., claim volumes, adherence, MIS reports) to applicable audiences
  • 5 to 7 years of inventory management skills
  • Understanding tools available to drive improvements of inventory management and drives cost savings
  • Understanding the financials around days receivables and impact to inventory and cost
  • 3 years of supervisory / management experience
  • Managing financial capacity and cost management process – taking waste and cost out of the system
  • Productivity efficiency enhancement processes and balancing workforce management
22

Manager, Workforce Management Resume Examples & Samples

  • Supervise daily work allocations for different Operations departments and vendor staff and meet with end users to discuss
  • Assist and lead team on more complex workforce allocation issues and system issues
  • Works closely with senior management on performance metrics and allocations
  • Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed
  • Conduct frequent vendor calls to discuss allocations, issues, and troubleshooting
  • Monitor and manage specific department call center telephonic activity by agent and client, including designating and moving agents to queues according to business needs
  • Supervisor and influence call center agent schedules to ensure adequate coverage and monitor schedule adherence
  • Analyze daily trends and reports to give necessary feedback to management with regards to staffing appropriately, advise on any needed staffing adjustments
  • Create and analyze various ad hoc reports to help assess department trends and staffing needs including weekly and month end department reporting
  • Generate daily reports and provide analysis on key performance indicators. Advise management of existing issues and/or potential risks
  • Ensure Quality Assurance of daily department inventory reports and speak to any variances
  • Collaborate with IT to resolve system access as well as telephony issues. Create service requests to resolve issues and conduct follow-up
  • Participate in department huddles and provide feedback
  • Participate in staff/vendor training on Operations department processes and systems
  • Review and provide assistance on specification development and testing for enhancement to existing systems
  • Troubleshoot issues quickly to resolve system problems and ensure minimal workflow disruption
  • Ability to analyze information and use logic and process knowledge to address work-related issues and problems
  • Ability to work proficiently with Microsoft Word, Excel, Access
  • Ability to function under pressure and deadline oriented project demands as well as manage multiple initiatives
  • Ability to organize well
  • Ability to perform well in team environment, with staff at all levels, to achieve business goals
  • Working knowledge of HIPAA privacy and Security rules
  • Ability to maintain a professional demeanor and appearance at all time
  • 2-5 years’ work experience in workforce management, inventory management, process improvement, or data analytics required
  • 4+ years’ work experience in a production and quality based environment preferred
  • Customer call center environment experience preferred
  • Knowledge of state Medicaid systems preferred
23

Senior Manager, Workforce Management Resume Examples & Samples

  • Minimum of 5 years knowledge or experience in contact center business
  • 5 - 10 years direct MANAGEMENT experience with WFM
  • Action planning
  • Strong follow-through skills
  • Real time
  • Ability to manage team sizes of 20+ persons
  • EWFM/IEX software experience
  • MS Office tools (Excel, Word, Powerpoint, Outlook)
  • Strong coaching skills
  • Project planning/management
24

Assistant Manager Workforce Management Resume Examples & Samples

  • Bachelors degree related to business or statistical analysis
  • Knowledge / Skills /Competences Proficiency required for the Position
  • Language: fluent in Mandarin and English
  • MS Office advanced skills in excel, ppt for analysis and presentation
  • Statistical analysis through statistical software eg SAS, Minitab, SPSS etc
  • Process improvement skills desired
  • Mid to advanced statistical knowledge and experience
  • Preferred is SQL language experience and knowledge
  • Ability to communicate clearly to multiple levels of management
25

Manager, Workforce Management Resume Examples & Samples

  • Ability to create and maintain forecasting models utilizing a large number of key indicators from both Sales Service
  • Uses applicable forecasting tools to develop projected future call volumes for interval, daily, weekly, monthly, and annual increments. Uses appropriate databases to analyze trends and maintain staffing information
  • Demonstrated ability to analyze data within limited time frames and rebalance phone agent staffing levels in real time
  • Superior analytical and statistical skills with the ability to summarize data and identify trends using visual methods including charts and graphs
  • Strong organizational skills to meet deadlines in an environment of constantly changing priorities
  • Creation and delivery of recurring and ad hoc operational reports
  • Advanced computer skills and knowledge of call center technologies, i.e. ACD, PBX, IVR, Scheduling applications, Call Routing Systems
  • Ability to manage and provide guidance to the WFM Analysts
  • Drive the assessment and optimization of departmental cost management via accurate forecasting, insightful reporting and optimal scheduling to maximize performance of a multi-site company operation, including 3rd party business partners
  • Ensure that corporate policies and procedures are consistently followed for issue resolution
  • Provide on-going communication and process improvement suggestions to the Customer Solutions leadership team
  • Manage and follow up on special projects to resolve issues and drive an improved customer experience
  • Prepare and deliver performance reviews for direct reports and provide constructive feedback
  • Minimum 3-5 years in a workforce management function in a complex Call Center environment
  • Self-directed with strong time management and communication skills
  • Proven organizational, multi-tasking, time management, conflict management, motivational, inter-personal, and problem solving skills
26

Manager, Workforce Management Resume Examples & Samples

  • Leadership and experience with service center environment being able to support multiple initiatives and service areas with strong understanding of call center principles
  • Adept at project management and ability to balance strong attention to detail with Big Picture strategic planning offering solutions and helping to assess service performance
  • Experience managing change
27

Manager, Workforce Management Resume Examples & Samples

  • Bachelor’s Degree and/or 5-7 years’ experience in retail workforce management using recognized WFM/WFO tools such as IEX (NICE), Impact 360 WFM/WFO (Verint), Aspect/TCS, Calabrio, etc
  • Knowledge of retail store management best practices including: in depth understanding of WFM in a multi-store clienteling environment, automated scheduling software
  • Strong functional analytical skills and ability to communicate complex technical concepts in a way that is easily understood by a range of audiences from store management to senior executives
  • Ability to establish and maintain effective working relationships with all staff levels, business partners and external vendors
  • Unique ability to quickly spot irregular trends from massive amounts of detailed data
  • Masters in Business Administration
28

Senior Manager, Workforce Management Resume Examples & Samples

  • Provide leadership and direction to frontline managers who support teams of unionized Workforce Management Associates. The Workforce Management Associates are responsible for scheduling Provisioning and Billing agents in IEX and ensuring that queues meet our customer promised service levels
  • Provide leadership and direction to frontline managers who support teams of unionized CEP-Clerical Quality Audit Associates. The Quality Associates are responsible for auditing orders to ensure compliance to SOX and BBM requirements
  • Recommend and implement action plans to improve customer service levels and reduce order processing errors
  • Work with Business Enablement peers to set monthly agent level targets
  • Optimize and maximize resources, seeking out new and improved analytical opportunities resulting in enhanced business performance
  • Develop and maintain strong partnerships with other Operations and Business Enablement primes to provide strategic business intelligence support to executives and upper management for strategy discussions on a weekly and monthly basis
  • Present analysis and recommendations to an executive audience
29

Manager Workforce Management Resume Examples & Samples

  • Attends ECCC meetings and serves as primary Command Center Management liaison
  • Research and develop best practices for managing ECCC multi-site environments
  • Develop analysts to ensure consistent monitoring and management of a multitude of metrics through internal and external platforms (ensuring timely and efficient communication with the programs to manage allocation settings, queue settings, staff availability overflows targets, etc.)
  • Set performance measures for all ECCC analysts keyed to process and program performance
  • 10-12 years of related experience, including supervisory experience
30

Manager, Workforce Management Resume Examples & Samples

  • 1-Provides forecasting, scheduling, call control traffic analysis and/or real-time management services to ensure adequate coverage for call volume for call center groups
  • 2-Promotes efficiency and improves the customer care department's productivity by designing and implementing IVR applications, managing the administration of the IVR system and related hardware and technologies, supporting and enhancing existing systems, analyzing, evaluating, and implementing new tools and technologies, and recommending solutions
  • 3-Supervise the development, implementation and efficiency of Call Center applications including advanced call center routing, by integrating all related software systems
  • 4-Proactively interfaces with Directors, Managers, Team Managers, and Supervisors on all pertinent business issues which could impact call volume or staffing
  • 5-Completes special projects as assigned using technology and knowledge of customer care operations
  • 6-Ensure that technical programs are properly implemented, updated and monitored; recommend operational improvements
  • 7-Improves the overall performance of the Customer Operations Department by supporting and enhancing existing systems, analyzing needs, evaluating options, recommending solutions, and maintaining and optimizing computer resources
  • 8-Communicate, document, and inspire employees' performance by monitoring, analyzing statistical reports, providing monthly performance profiles and rewarding performance
  • 9-Reviews agent productivity metrics to identify anomalies and trends, and proactively addresses relevant issues
  • 10-Instructs subordinates on how to create effective work and training schedules by using customer care specific software application for forecasting and trend analysis which projects staffing requirements necessary to meet service level goals
  • 7+ years experience working in a call center
  • 5 years experience in workforce management
  • 2 years leadership
31

Senior Manager Workforce Management Resume Examples & Samples

  • Develops operating plans and workable business processes for own department in alignment with function strategy
  • Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results. Typically influences work of cross-functional or extended teams
  • Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization
  • Works to enhance the organization's capabilities through effective staffing and development of others by
  • Anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff
  • Coaching own team to collaborate with others
  • Using appropriate MVW interviewing tools to hire the best people available from inside or outside
  • Establishing goals and delegating tasks appropriately
  • Providing timely coaching and feedback
  • Making and rewarding distinctions in performance
  • Engaging in progressive disciplinary processes, when appropriate
  • Assists more senior associates in achieving business results by
  • Acting in a consultative fashion to implement programs impacting the broader organization
  • Assisting in the development and communication of broader organizational goals
  • Achieving results against budget within scope of responsibility
  • Taking calculated risks to move the department or team forward
  • Developing and using systems to organize and keep track of information
  • Balancing the interests of own group with the interests of the organization
  • Working with others to identify and remove barriers to success
  • Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge
  • Performs other duties as appropriate
  • Provide timely, accurate and actionable multi-channel contact forecasts for multiple groups and/or locations, which allow the business to staff the correct number of agents at the correct time in order to meet service level objectives
  • Review, combine, filter, analyze and leverage data from multiple sources and perform statistical analysis of service center data, including forecasting, historical trend analysis, and existing or expected future business trends for customer behavior
  • Develop and communicate scheduling requirements (both advance and intraday) to meet service center objectives
  • Makes recommendations on new and updated processes to maximize efficiency, reduce absenteeism, maximize adherence, and improve other Workforce Management metrics
  • Ensures all customer contact channels and volumes are monitored by the Workforce Management team via the Workforce Management System and that necessary adjustments are made to intraday staffing
  • Facilitate regular planning meetings with relevant stakeholders; share and adjust accurate short- and long-term workload and headcount forecasts
  • Quantify the impact of business initiatives by partnering with all levels of the organization. Proactively work with leadership and management teams, other internal resources and/or partners, and related vendors to recommend efficiencies and affect change
  • Become and serve as the Subject Matter Expert for the operation's workforce management software
  • Translates technical knowledge and communicates and shares it effectively with key stakeholders
  • Assist in the development of databases to ensure accurate information in regards factors impacting forecasting, scheduling and reporting assumptions
  • Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity
  • Generate and/or requests ad hoc reports and performs analysis as required to support business needs
  • Leads projects by gathering requirements, document and communicate them
  • Meets tight deadlines and prioritize workload with excellent attention to detail
  • Analyzes business processes, perform work analysis, and develop reports and flow charts
  • Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs
  • Handles problems, challenges, and opportunities as they arise, focusing energy and resources on those situations until resolved. Identifies new opportunities and takes action. Takes on new responsibilities when needed
  • Meets or exceeds goals. Drives for results from self and others, and is a conscientious worker who can be relied upon to handle unforeseen obstacles
  • Meets internal and external customer expectations, delivers upon commitments, build customer confidence, and follows through on requests gaining trust and respect
  • Adheres to company core values at all times
  • Miscellaneous duties assigned as needed
  • Bachelor's Degree in Business, Mathematics, Statistics, or similar field -- or equivalent and relevant work history required
  • At least 7-10 years of Management/supervisory experience preferred
  • At least 7-10 years of successful workforce management experience (with emphasis on forecasting and scheduling) in a contact center environment or equivalent, relevant work experience strongly preferred
  • Broad working knowledge of WFM applications, tools, and processes
  • Experience leading projects
  • Certified Workforce Planning Professional (CWPP) certification preferred
  • Strong technical, mathematical, and analytical aptitude
32

Senior Manager, Workforce Management Resume Examples & Samples

  • This position is accountable for the capacity planning of the Blackboard Student Services (BbSS) contact center environment
  • This position is responsible for establishing policies, procedures, and processes for the BbSS call center associated with staffing, scheduling, forecasting and planning
  • Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations
  • Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results
  • Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners
  • Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns
  • Analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities
  • Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc
  • Oversee the appropriate business rules are in place in each of our systems including but not limited to Aspect Workforce and IEX
  • Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs
  • Forecast capacity requirements for licensing and infrastructure
  • Participate in special projects as needed and perform other duties as assigned
  • Forecast resource requirements and track expenditures against the established budget
  • Ensures adherence with all key performance indicators for assigned lines of business (including, but not limited to, contractual SLAs, call quality scores, and schedule adherence)
  • Review weekly staff plan with recruiting, operations, finance and executive leadership
  • Attends daily, weekly and monthly staff and operational meetings as requested
  • Partner and coordinate with BbSS Command Center team to provide targets for off-phone activities at an intraday level
  • Foster and maintain a culture and work environment that makes the BbSS WFM group a highly desirable team for employees to work
  • Support the entire contact center group, and specifically the Operations team, in making BbSS an “employer of choice”
  • Produce ad-hoc and standard reports and analysis as needed for the Senior Director, WFM
  • Manage the team in terms of staff requirements, job descriptions, staff appraisals, set performance objectives, work discipline and administer salary reviews
  • Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations
  • Administrative level experience with Aspect Workforce technology
  • Prior supervisory experience required and understanding of Avaya contact center technology and Microsoft Office Applications
  • Minimum of five years Call Center experience required
  • Minimum of three years Management experience required
  • Minimum of two years Outsourcing Call Center environment experience preferred
  • Able to focus in a fast paced, flexible environment
  • Ability to manage stress appropriately
  • Able to build a positive work environment across many sites and influence leaders outside of direct responsibility
33

Manager, Workforce Management Resume Examples & Samples

  • Equivalent combination of experience and education
  • 5 years experience with call center operations
  • Previous supervisory, management, and customer service experience
  • Demonstrated knowledge of workforce management
  • Demonstrated leadership skills, ability to lead, coach and mentor staff
  • Able to coordinate workflow, set priorities, train, evaluate and direct staff
  • Working knowledge of call center volume projections, and setting strategies to ensure adequate staffing levels are met to meet performance goals
  • Intermediate or better computer skills required, including Word, Excel, PowerPoint, and SQL
  • Able to manage change in a high-paced environment
  • Encourage teamwork and collaboration to bring about win/win situations for the organization and staff
  • Ability to communicate effectively and diplomatically with clients, staff and leadership, both oral and written
34

Senior Manager, Workforce Management Resume Examples & Samples

  • Lead a team of Managers and/or Analysts, while building a strong culture around results and values
  • Leads the development, interpretation, and implementation of operational concepts for operational planning and control for both the departmental operating and capital budgets and forecasts. Gathers, analyzes, prepares and summarizes recommendations for financial plans, trended future requirements and operating forecasts
  • Create a framework for Workforce Management that aligns with the Un-carrier strategy
  • Use statistical and financial modeling techniques to analyze results and identify variances and underlying causes, opportunities, and risks. Provide actionable insights around trends, financial performance. Present findings to Senior Management, including suggestions for course correction
  • Lead the development of key performance indicators and benchmarks across accounts, markets, business units, and channels; develop process for measurement and reporting; communicate results to leadership via dashboards and reports
  • Provide expertise to business leaders and cross functional partners when evaluating overall Retail workforce management performance
  • Serve as Lead on channel projects that require project requirements gathering, documentation, reporting, financial exposure and consolidation
  • 5+ years management experience or a combination of 6+ years of people management and cross functional program leadership (in lieu of 5 years of people management experience)
  • 2 years telecommunications experience
  • 2 years project/program management experience
  • Ability to translate complex business strategies into solid implementation plans that drive results
  • Experience Supporting Sales Organization a plus
  • Experience in budget management and analysis
  • Experience in labor budgeting forecasting, scheduling
  • Experience with Workforce Management software (Kronos, JDA, Infor, etc)