Workflow Analyst Resume Samples

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AC
A Cormier
Alberto
Cormier
638 Marcos Shore
San Francisco
CA
+1 (555) 198 1290
638 Marcos Shore
San Francisco
CA
Phone
p +1 (555) 198 1290
Experience Experience
Detroit, MI
Workflow Analyst
Detroit, MI
McLaughlin, Morar and Fay
Detroit, MI
Workflow Analyst
  • Developing and documenting field communication content, working with L&D to update previously developed training tools or creating new tools when necessary
  • Conducting UAT testing of proprietary applications and providing workflow and procedural materials according to established deadline
  • Own the management of capacity to maintain and improve productivity and occupancy levels of the network
  • Work with the finance team to provide month end data
  • Work closely with third parties to understand performance of all contact medium, letters, calls, TTS and email contacts
  • Maintains accurate local workforce management data
  • Review previous 12 weeks performance & expected 12 weeks performance across each business area
Los Angeles, CA
Csna Workflow Analyst
Los Angeles, CA
Reinger LLC
Los Angeles, CA
Csna Workflow Analyst
  • Develops /maintains a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates
  • Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units
  • Manages planned shrinkage to protect SL goals
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • Reviews schedule request scenarios and provides leadership with impact analysis and recommendations
  • Enthusiasm for continuous improvement and change
  • Identifies and mitigates emerging risks and assists in potential plans for service level protection/recovery
present
Philadelphia, PA
Senior Workflow Analyst
Philadelphia, PA
West, Stroman and DuBuque
present
Philadelphia, PA
Senior Workflow Analyst
present
  • Running “what-if” scenarios for contact center staffing and make proper use of statistical tools
  • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
  • Own the stakeholder relationship with Audible International Vendor Managers and with the wider team to develop a global standard operating process for Capacity Planning
  • Assist the CSSM team (Amazon in-house Workforce Management & Scheduling system) in their development of new set of self-service tools that will allow users to serve directly onto CSSM, reducing time and effort and removing the double handling of information and tasks
  • Manage the development of global standards for Audible Global Capacity Planning ensuring that all changes successfully inter-operate with existing operational processes
  • Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur
  • Lead and participate in global customer service projects and initiatives. S/he will own providing optimal CS solutions for upcoming initiatives
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Carnegie Mellon University
Bachelor’s Degree in Business
Skills Skills
  • Desirable to have ability with tools such as Access, Excel, SQL
  • Strong client presence, ability to establish and build credibility with all user types
  • Knowledge of project planning techniques (Microsoft Project knowledge useful)
  • Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe
  • Strong written and verbal communication skills
  • The ability to facilitate group discussions, build consensus, and drive to solutions
  • Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
  • Ability to easily deal with ambiguity
  • Expert knowledge of the Bloomberg Terminal
  • Time Management - Ability to manage several simultaneous work streams concurrently
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15 Workflow Analyst resume templates

1

Workflow Analyst Resume Examples & Samples

  • Facilitation: Lead requirement gathering sessions with clients, developers, and product managers
  • Solution design: Determine optimal workflows based on client needs and AIM best practices
  • Requirements: Synthesize information discovered in group sessions, individual interviews and existing documentation to produce a cogent set of requirements which defines the problem to be solved and the suggested solution
  • Project Planning: Work with the various constituents on the project team to structure, estimate, and schedule projects
  • Project Management: Lead project management efforts including regular status meetings, communication, issue identification and escalation utilizing the process that has been established for our Premium Accounts
  • Familiarity with Buy-Side workflows (Front and Middle Office)
  • Strong client presence, ability to establish and build credibility with all user types
  • The ability to facilitate group discussions, build consensus, and drive to solutions
  • Capacity to explain complex problems in an understandable way
  • Knowledge of project planning techniques (Microsoft Project knowledge useful)
  • General understand of technology architectures and integration technologies
  • Understanding of Bloomberg AIM (system capabilities and best practices)
  • Expert knowledge of the Bloomberg Terminal
  • Time Management - Ability to manage several simultaneous work streams concurrently
2

Workflow Analyst Resume Examples & Samples

  • Support and assist operational areas in managing the flow of work across teams
  • Collaborating with Operations Managers and functions, including negotiation for the deployment of resource for back office work - ensuring KPI’s are delivered, and stock levels are managed and monitored on a daily basis
  • Maximising performance and identifying and sharing information relating to operational performance and KPI delivery - ensuring any variations to planning assumptions are highlighted, and where required, escalated
  • Maximising performance through workflow system analysis and sharing insight and analysis with operations stakeholders and fellow planners
  • Identify opportunities to improve customer experience and reduce overall volumes in the business units, such as reducing transfers between departments and reducing stock
  • Proactively challenge the status quo and be capable of establishing, through negotiation and rational articulation of logic, a change in existing processes and internal delivery from other functions and departments
3

Senior Digital Workflow Analyst Resume Examples & Samples

  • Responsibilities: o Set and own overall workflow management processes + Align Workflow Management processes with planning, development, and production systems & tools ecosystem + Account for reusability, interoperability and accessibility within the workflow + Account for taxonomy and metadata standards and policy + Align standards in the workflow with PAN Pearson standards and policies o Identify, prioritize, and synthesize workflow management improvements coordinated with applicable system/tools requirements o Help create/implement asset lifecycle mgmt states, structure and processes o Participate and lead in UAT and Acceptance Testing of Workflows, System and Tools o Create and maintain workflow documentation and training plans + Provide foundation workflow process documentation + Help support new process documentation creation where new requirements have been introduced/approved + Maintain workflow documentation, making it accessible and useful to School staff and applicable Partners and/or Vendors + Work with PMO and Change Management resources to make sure process documentation has been properly communicated to all applicable resources + Work with Workflow Management Leads and GCS to ensure that acceptance and training plans are in place o Resolve any new gaps/issues identified in workflow when program is in development + Help communicate resolutions for specific programs as applicable to other programs underway utilizing same workflow + Incorporate applicable resolutions into foundation documentation + Monitor where content is located, resolve issues + Perform periodic audits on compliance to workflows, or any issues that would illustrate the need for an evolution in foundational workflows o Contributes information to budgets and forecasts, as requested, for staff salary and opex budgets o Has significant impact on efficiency in product development, with over $100M of plant spending impacted indirectly
  • 5-7+ years of electronic book production experience and/or multimedia development
  • Experience with supporting development teams in the implementation of new content management approaches, tools and standards
  • Strong knowledge of publishing content development life cycle and workflow (especially digital)
  • Demonstrated ability to work effectively in complex organization structures; with technology and content development organizations; ability to communicate to both nontechnical and technical stakeholders
  • Experience with content/data transformation
  • Experience in implementing XML and automated workflows, web authoring platforms, content management systems in a publishing environment
  • Understanding of XML standards such as DITA, EPUB, QTI, XLIFF and RSS
  • Understanding of various web-based presentation/interactive technologies including Flash, JavaScript, CSS, HTML, SQL, Java and .NET
  • Understanding of commonly used publishing applications (e.g. Adobe CS, Flash), systems and databases
  • Ability to learn new technology and tools
  • Experience with analyzing creative, functional, technical and testing documentation
  • Ability to understand business needs as applied to content management best practices
  • Ability to work through problems and negotiate pragmatic workable solutions
  • High level of initiative with the ability to work independently, along with demonstrated dependability
  • Strong verbal and communication skills as well as leadership, strength in interpersonal awareness, impact and influence, and cross-group collaboration
  • Advanced analytical and trouble-shooting skills
  • A passion for excellence, quality, and innovation
  • Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important
4

Workflow Analyst Resume Examples & Samples

  • Identify operational priorities and execute work to benefit assigned sites by completing tasks, coordinating resources
  • Own the relationship between the Technology Division, Product Division, Strategy Division, Content Division, and your markets, providing a liaison, escalation, and supplemental communication function to and from the overall organization on operational issues, including but not limited to deployments and releases, upcoming features, long-awaited fixes, and service interruptions
  • Represent the needs of your markets during prioritization of back-logged tickets to align efforts against operational and strategic needs
  • Conduct regularly scheduled discussions with staff from your markets to proactively seek out issues not being reported and context for known problems
  • Work with product and operations teams to provide operational-focused input to the strategic roadmap
  • Work with the Director of Market Engagement to define policy, refine and implement execution plans for the Market Engagement Team
  • Familiarity with one or more modern Content Management Systems
  • Understanding of newsroom processes and roles
  • Working knowledge of HTML, CSS, and JavaScript
  • Experience doing custom configuration of WordPress or similar
  • Experience with account management and/or customer support
5

Participations Statement & Workflow Analyst Resume Examples & Samples

  • Recurring Statement Preparation
  • Create Ariba payment requests, vendor set-ups, and vendor maintenance
  • Trouble-shoot payment issues within Ariba, A/P, and P/R
  • A Bachelor's degree is required, relevant experience will be considered in lieu of a degree
  • Must have a minimum of one years experience in participation reporting within the entertainment industry
  • Ability to critically and thoroughly analyze deal terms and extrapolate essential information from contract language and translate it for use in recurring statement preparation
  • Analyze current and historical data to verify that reporting is in accordance with contractual agreements
  • Identify and implement process improvements and innovative ideas
  • Efficiently work toward and consistently meet deadlines
6

Workflow Analyst Resume Examples & Samples

  • This role requires a dynamic person who has the ability to adapt to changes in the day to day flow of collections activity
  • Attention to detail, accuracy, analytical skills and the ability to work under pressure as daily call driver situations change
  • Create and manage customer contact campaigns including both inbound and outbound contact campaigns
  • Manage the two way flow of data and analyse to understand performance to drive the maximum customer contact
  • Work closely with third parties to understand performance of all contact medium, letters, calls, TTS and email contacts
  • Produce placement files for third party debt collection agencies, manage the transfer of update files for closures, queries and payments. Analysing responses to maximize placement strategy
  • Weekly and monthly reporting to understand DCA performance and benchmark across all DCA partners for both primary and secondary debt placement
  • Produce forecasts for placement, w/o and ultimately debt sale
  • Produce disconnection files in line with company policy
  • Work with the finance team to provide month end data
  • Experience operating in a workflow/collections environment
  • Analytical, detailed orientated individual with a head for data
  • Ability to understand the sources of and drivers for the data and provide meaningful insight to stakeholders
  • Experience working with 3rd party partners
  • Collaborative approach with a passion for process improvement
  • Passion for understanding the needs of your customer and delivering their requirements
  • Desirable to have ability with tools such as Access, Excel, SQL
7

Workflow Analyst Resume Examples & Samples

  • Re/un-blending and skill modification of individual associates
  • Coordinating various cross-training opportunities
  • Monitors real-time performance, adjusts off-line activities and provides guidance to leadership to ensure a consistent customer experience
  • Driving special projects designed to maximize efficiency and increase production and quality
  • Must be in good standing with an exemplary attendance and time keeping pattern
  • Must be consistently meeting performance targets in current position
  • Experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization
  • Demonstrated ability to push back, foresee potential issues, and advocate relentlessly for improvement
  • Demonstrated ability to navigate ambiguity
  • Ability to communicate effectively in English (verbally and written)
  • Understanding of Kindle’s Content Risk Management workflows
  • Previous experience working on Kindle’s Content Risk Management team
8

Workflow Analyst Resume Examples & Samples

  • Build short term forecasting models
  • Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)
  • Educate site population on WF practices
  • Maintain close communication with QI teams and Program Management Teams
  • Accountable to ensure site staffing levels are maintained
  • Proactively react and/or escalate any blockers or risks to meeting staffing/service levels
  • Maintain and analyze all WF reporting
  • Own the management of capacity to maintain and improve productivity and occupancy levels of the network
  • Tactically manage day to day workflow needs in real time
  • Maintain site shrinkage reporting
  • Builds and maintains strong relationships with key stakeholders to ensure shared objectives are met
  • Maintain physical site capacity and floor planning
  • Able to execute and own projects to completion
  • Able to work in a Multiple Site, Multiple Time zone environment
  • Comfort/experience communicating and influencing across job levels with both internal and external partners
  • Must have completed NQF Level 4 or equivalent Qualification
  • 1 year experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization or experience in a leadership role in Amazon or experience in a leadership role
  • Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
  • Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
9

Workflow Analyst Resume Examples & Samples

  • Understand Technical Details of FC Systems
  • Ability to grasp the operational concepts of flow settings for FC picking systems that include flow pick and batchy pick paths for multiple FCs with different volume and demand patterns
  • Ability to track and report system performance through various equipment performance monitoring software platforms
  • Help AFT team to Develop Automated Flow tools
  • Strong communications skills – able to express key messages and interact with different customers within the FC individually and with groups via remote methods such as telephone, e-mail and instant message platforms
  • Demonstrates problem solving skills and analytical skills, can analyze numerical data points, work with data to assess situations and take appropriate action
  • Detail oriented: accuracy is essential
  • Bachelor’s Degree would be advantageous
  • Ability to demonstrate working well in a team environment remotely and at an advisory level
  • Computer knowledge and preferably SQL code language
10

Workflow Analyst Resume Examples & Samples

  • Planning and Organising: evaluates priorities and priorities appropriately; resolves conflict and communicates intentions clearly; delivers to time and need
  • Strong technical skills in MS Excel, Outlook, Word, Powerpoint, Internet, Intranet is essential
  • Demonstrated ability to work in a cross-functional environment
  • Demonstrates effective communication and public speaking skills, composure under pressure and professional attitude
  • Strong technical skills: minimum of basic skills in MS Excel, Outlook, Word, Powerpoint, Internet, Intranet
11

Senior Workflow Analyst Resume Examples & Samples

  • Manage the development of global standards for Audible Global Capacity Planning ensuring that all changes successfully inter-operate with existing operational processes
  • Work as part of a wider global team ensuring that Audible is effectively represented and that Audible led initiatives and service improvements are integrated into the aligned global standard
  • Own the stakeholder relationship with Audible International Vendor Managers and with the wider team to develop a global standard operating process for Capacity Planning
  • Assist the CSSM team (Amazon in-house Workforce Management & Scheduling system) in their development of new set of self-service tools that will allow users to serve directly onto CSSM, reducing time and effort and removing the double handling of information and tasks
  • Running “what-if” scenarios for contact center staffing and make proper use of statistical tools
  • Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates
  • Lead and participate in global customer service projects and initiatives. S/he will own providing optimal CS solutions for upcoming initiatives
  • Be able to work as a significant and influential individual contributor
  • Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery
  • Work closely with the Audible GCC (Global Command Center) team and ensure intraday KPI’S (SL, ASA, ABN, and AHT) are met
  • 3+ years of successful experience within CS Operations or Operations Support team with demonstrated progressively increasing responsibility, and 2+ years’ experience managing workflow systems in a complex, multi-channel/site/skill contact center
  • Have experience in working on large scale delivery programs and projects
  • Demonstrate the ability to deconstruct complex processes down to their constituent parts and re-build and unify to an agreed standard operating model
  • Be an effective self-starter, comfortable working as either an individual contributor or as part of a specialist team
  • A proven track record building and analyzing models using various statistical tools for forecasting and scheduling optimization
  • Demonstrated success using, improving and deploying Workforce Management (WFM) processes & systems
  • Advanced knowledge of Excel, strong presentation skills
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  • Demonstrated ability to meet tight deadlines and prioritize workloads
  • Exceptional influencing, stakeholder management and leadership skills
  • Thrives in a fast-paced, multi-tasked, high-energy environment with unrelenting passion for excellent customer service
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) or degree in a related field (i.e., Business Management)
  • MBA or Master’s degree in a related field preferred
  • Deep analytical experience in Customer Service or Operations including working knowledge of Six Sigma tools, Lean techniques , and SQL
  • Operations Research or Capacity Planning experience of chat, phone, and email strongly preferred
12

Csna Workflow Analyst Resume Examples & Samples

  • Ensuring daily service levels in all Operational Units
  • Identifying workflow headcount deficiencies and overages thus driving overtime hours and Voluntary Time Off as needed
  • Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary
  • Excellent analytical and mathematical skills
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) or at least 3 years of relevant work experience
  • 2 years experience in call center workforce planning
  • Knowledge of SQL, VBA, or other programming languages
  • Ability to create and maintain forecast models for large scale operations
13

Enterprise Workflow Analyst Resume Examples & Samples

  • Performs engineering, implementation, configuration, operations and sustainment of standardized EM tools and services
  • Assist with drafting and coordinating ESC governance and guidance documentation
  • Help implement training and participates in continuous process improvement activities through the enhanced implementations
  • 11-13 years w/High School Diploma
  • 02-04 years w/Masters Degree
14

Workflow Analyst Resume Examples & Samples

  • Bachelor’s degree (in business or a related field is preferred)
  • 5 years minimum experience in an operational capacity planning environment
  • High level of computer literacy with advanced Excel
  • Experience managing workflow systems within a large team
  • Experience using data and analysis to report on and improve processes and operations
  • Ability to work autonomously or with various stakeholders to reach agreeable solutions for attaining company goals
  • Authorized to work in the U.S. without sponsorship
  • Analytical experience in either quality assurance or customer service operations is preferred
  • Experience with scheduling across various global locales and time zones is preferred
  • Knowledge of Six Sigma/Lean Processes
  • SQL skills
15

Workflow Analyst Resume Examples & Samples

  • Bachelor’s degree or equivalent expierence
  • 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s)
  • Ability to deep dive, conduct root cause analysis and implement corrective actions
  • Experience exercising strong oral, written, listening and interpersonal skills
  • Excellent customer focus and bias for action
  • Prior experience in data mining and analysis in any industry
  • Prior Workflow experience in a contact center in any environment
16

Workflow Analyst Resume Examples & Samples

  • The Workflow Analyst’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with Worldwide Capacity Planning, local site leadership, and other sites’ leadership teams. This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery
  • The Workflow Analyst also owns a variety of tasks, including managing GACD profiles of individual associates, as well as alerting individual team leadership of outliers in auxing and other variances
  • Other primary duties include coordinating site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and managing network and site-wide shift bid processes
  • Workflow must work closely with the site ACES teams to ensure we reach our Kaizen participation goals by utilizing network capacity and overstaffing
  • Workflow is a key driver in reducing the need for overtime hours via proper shift alignment and accurate interval and daily call volume allocation. Workflow is also a key driver in reducing cost and increasing associate utilization by offering Voluntary Time Off (VTO) and/or increasing call volume
  • Workflow Analysts are responsible to make adjustments to call volume proactively based on forecasted volume and real time adjustments based on actual call volume. These responsibilities are important to ensure that service level goals are achieved and, most importantly, that our customers receive the best experience possible
  • Accountable to ensure site staffing levels are maintained per WWCP direction
  • BA or BS degree in business or a related field is preferred
  • Previous experience in scheduling, planning or other components of managing and planning workflow capacity
  • Ability to communicate effectively in German (verbally and written) would be an advantage but not a pre-requisite for the role
17

EU CS Local Workflow Analyst Resume Examples & Samples

  • Primary local administrator of the EU workflow tools including the ACD system
  • Monitor adherence to AHT (Average Handling Time) and CSA productivity and escalate any areas for development or recognition
  • Leads regular local workflow meetings with Operations team
  • Communicates and interfaces effectively with Operations and Support functions to provide internal customers with information/data needs in a timely manner
  • Evaluates and implements opportunities for improving workflow processes and automation of processes. Works in partnership with the EU and business wide Capacity Planning team to build strong relationships and drive process improvement and consistency
  • Ability to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time
  • Strong bias for action and ability to prioritise with a hands-on attitude
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • Attention to detail and high capability for data mining and analytical work
18

Workflow Analyst Resume Examples & Samples

  • Production of monthly capacity plans for UK Fraud business areas, including volume driver (i.e. transactions or accounts), calls, AHT & FTE forecasts
  • Review previous 12 weeks performance & expected 12 weeks performance across each business area
  • Completion of impact assessments to provide clarity and guide the business through change and letter campaigns
  • Be the gatekeeper for employee structure and FTE planning, ensuring that accuracy is maintained at all times
  • Trend analysis to optimise phasing profiles and maximise forecast accuracy
19

Senior Workflow Analyst Resume Examples & Samples

  • Supports the site management team by optimizing the staffing requirements that fit site’s needs
  • Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur
  • Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team
  • Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions
  • Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site
  • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g., service level)
  • Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices
  • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
  • 3+ years of experience in customer support operations
  • 3+ years’ experience in analysis or workflow management
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
  • Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives
  • Experience building and analyzing models using various statistical tools for forecasting and optimization
  • Ability to communicate effective in English (verbally and written)
  • Database related experience and be able to write complex SQL queries
  • Previous experience owning the scheduling of engineersgents in a customer support environment
  • Basic/Working knowledge of Six Sigma tools and Lean techniques
  • Operations Research or Capacity Planning experience is strongly preferred
20

Csna Workflow Analyst Resume Examples & Samples

  • Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units
  • Identifies and mitigates emerging risks and assists in potential plans for service level protection/recovery
  • Accountable of time and quality delivery of the Production Hours/Commitments process for the site
  • Makes call outs and request actions to OPS to lever staffing needs (ie: OT, swaps, schedule changes, VTO) based on forecasted volume
  • Manages planned shrinkage to protect SL goals
  • Coordinates site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit
  • Coordinates various cross-training opportunities
  • Schedule placement of new hire associates
  • High level of computer literacy with advanced Excel skills
  • Ability to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones
  • Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time
  • Strong teamwork skills in conjunction with utilizing your own initiative
  • 1+ years of Workforce Management experience in a call center environment is preferred
  • Understanding of workforce management programs and ACD (Automated Call Distribution) systems is preferable
21

Product Workflow Analyst Resume Examples & Samples

  • Project manages new item execution as it relates to the business processes (Ideation to Creation) involved in the creation of new materials and change to existing materials
  • Track progress for every project through the workflow process with special focus in assigned categories. Provide workflow status updates to organization. Partner with key stakeholders on delays, bottlenecks and resource constraints
  • Ensure consistency in material master creation when using “like” items
  • Validate change requests and begin the routing in the Product Lifecycle Management (PLM) system
  • Maintain accurate resource routings in PLM system
  • Provide recommendations for future SKU rationalization
  • Train new users on create and change material change management process as part of the onboarding process as it relates to the PLM system and business process. Provide annual refresher training to larger audience
  • Assist with change management process improvement projects and identify new areas of opportunity
  • Co-lead weekly product meetings with marketing organization
  • Act as product expert for selected categories. Solid understanding of manufacturing/procurement process, key stakeholders and future business plans
  • Act as project lead for operational footprint changes
  • Present monthly KPI’s to segment management team
  • Experience with a PLM system or change management system (Windchill experience a plus)
  • Experience with manufacturing in the consumer goods industry
  • Strong interpersonal skills with the ability to influence others at all levels
  • Ability to prioritize workload and meet project deadlines
22

DTS Workflow Analyst Resume Examples & Samples

  • Reviews schedule request scenarios and provides leadership with impact analysis and recommendations
  • Proactively plans to protect PTL/NPT allowance
  • Develops /maintains a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates
  • Drives special projects designed to maximize efficiency and increase production and quality
  • Bachelor’s Degree or advanced studies in a quantitative field (engineering, economics, math, and statistics)
  • Excellent analytical, investigative and problem solving skills
  • Strong bias for action and ability to priorities with a hands-on attitude
  • Enthusiasm for continuous improvement and change
  • Ability to push back, foresee potential issues, and advocate for relentless improvement
  • Advanced knowledge in Access or other database
  • SQL experience preferable
  • Six Sigma experience as Green Belt or experience on process improvement and standardization
23

Workflow Analyst Resume Examples & Samples

  • Communicates daily with Real Time Analysts (RTA), Capacity Planning Manager (CPM) and Local Operations teams regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Makes recommendations to change shifts to improve service levels
  • Monitoring actual staffing levels against plan, co-ordinating with the EU CS RTAs and CPMs and taking the relevant corrective actions as required
  • Analyzing and reporting on deviations to the short term plan for the assigned site
  • Communicate and support the fulfillment of VACA, VTO and OT for assigned site
  • Ensure accurate recording and reporting of shrinkage (Sickness, VTO, Overtime and Holidays) in the Workflow Tool
  • Maintain CSA skills matrix for assigned site
  • Ensures the EU CS WF team service levels (EU WF inbox and tickets) are delivered
  • High level of computer literacy with advanced Excel skills. SQL experience preferable but not essential
  • Excellent planning, organisational and time management skills with the ability to deal with multiple demands on time
  • Previous workflow and workforce management experience
24

Workflow Analyst Resume Examples & Samples

  • Writing, updating and documenting of workflows as a result of system/product changes, new system or products and strategic initiatives, or as a result of specific branch requests for all assigned Lines of Business
  • Developing and documenting branch staff impact relative to the above
  • Clearly articulating field impact, in order to ensure the most efficient process is built to support business work efforts
  • Eliciting business requirements through multiple processes to identify/define the business need, evaluate requirements and desired outcomes, analyze gaps between current and future state, and recommend solutions
  • Facilitating the translation of business needs into complete, precise, unambiguous, measurable, and traceable business requirements
  • Conducting requirements walkthrough, inspection, and approval sessions
  • Reading and analyzing business requirements documentation for potential process changes; and for translating these requirements into workflow, role/responsibility and/or procedural changes
  • Acting as SME to related ETS and Product Management areas in the development of business requirements regarding process/workflow design components
  • Developing and documenting field communication content, working with L&D to update previously developed training tools or creating new tools when necessary
  • Analyzing and resolving escalated branch problems, coordinating associated activity through appropriate functional areas, and providing the branch with timely resolution
  • Conducting UAT testing of proprietary applications and providing workflow and procedural materials according to established deadline
  • Collaborating with developers and SMEs by establishing the technical vision, analyzing tradeoffs between usability and performance needs, and gathering information to meet requests
  • Developing test plans and use cases, and overseeing assigned testing efforts
  • Identifying and implementing continuous improvement initiatives by assessing alignment of current processes, programs, and systems to business requirements and recognizing opportunities for standardization, increased efficiency, cost reduction, increased quality, and improved user experience
  • Minimum 5-10 years Insurance Operations experience or equivalent experience required
  • Strong knowledge of multiple commercial insurance products, transaction processing flow, and systems functionality
  • 3-5 years previous work experience with a commercial Property and Casualty Insurance carrier or agency is highly desirable
  • Experience and demonstrated skill in designing and documenting processes and workflows and in developing communications and training materials
  • Strong interpersonal and collaboration skills with the ability to achieve results within and across diverse organizational units and disciplines
  • Good negotiation skills with ability to influence the priorities and actions of other people and departments
  • Ability to multitask many projects and responsibilities to ensure progress is being to meet the business needs
  • Demonstrate familiarity with needs analysis, best practices procedures, requirements management methodology and active listening
  • Proficiency with MS Office Suite, MS Project or equivalent Project Management tools
  • Experience with industry standard policy administration systems
  • Previous work experience with a commercial Property and Casualty Insurance carrier or agency is highly desirable
  • Ability to work constructively in a team environment as well as independently
25

Interim Workflow Analyst Resume Examples & Samples

  • Build, coordinate, and accurately maintain CSA schedules, ensuring that shifts are optimally planned to meet the sites short term forecast requirements whilst taking into account the CSAs' preferences, working hours and vacation requests
  • Analyses 30 minute interval level schedules against workload requirements to identify the optimum times to plan CSA non-productive activity
  • Maintains accurate local workforce management data
  • Management of CSA profiles in the ACD system and escalating any issues to CPM
  • Tracking system and process down and reporting on trends and lost time
  • Ability to build and maintain effective working relationships with a range of people at all levels in the organisation, often in virtual teams spread across multiple time zones
  • Strong analytical, investigative and problem solving skills
  • Strong teamwork skills in conjunction with utilising your own initiative
26

Workflow Analyst Resume Examples & Samples

  • Map out the processes and workflow structure for the various projects
  • Use Visio to show the workflow patterns for various projects through out the group
  • Work cross functionally with in the department and others to accomplish goals
27

Workflow Analyst Resume Examples & Samples

  • Minimum of 2 Years experience in a workflow/workforce analyst role or a similar position
  • Min NQF4 qualification
  • Proven analytical and mathematical skills
  • Advances command of Excel and other MS Office programs