Workforce Planning Resume Samples

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S Runte

Shyanne

Runte

2044 Sydni Islands

Chicago

+1 (555) 323 0320

2044 Sydni Islands

Chicago

Phone

p +1 (555) 323 0320

Experience Experience

Houston, TX

Analyst, Workforce Planning

Houston, TX

Pfannerstill Group

Houston, TX

Analyst, Workforce Planning

Working with Manager, Workforce Planning to inform and delivering on the workforce planning roadmap for Personal Bank
Manage the collation of customer feedback to inform the Workforce Planning roadmap and priorities
Support the development and implementation of annual labor budget and monthly payroll forecast
Compile and generate workforce planning reporting and insight for the business
Communicates data insights and makes recommendations through presentations and spreadsheets in a clear and concise manner
Deliver accurate and timely workload data for staff roster production
Drive visual representation of data analysis from multiple sources to tell a story of workforce insights for HR business partners throughout the organization

Dallas, TX

Senior Workforce Planning Analyst

Dallas, TX

Miller LLC

Dallas, TX

Senior Workforce Planning Analyst

Monitor call centers for conformance to resource management processes and procedures, including staffing, scheduling, vacation and systems use
Appling intermediate knowledge of forecasting methodologies and tools
Working closely with operations leaders to understand headcount levels, helps develop hiring plans and maintain staff plans
Utilizing data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office functions
Gathering information, business intelligence, analyzes data trends, identifies the root cause(s) and provides information to team members and department leadership
Responsible for monitoring and maintaining specialty workforce management software for all transaction-based work in the Consumer Mass and Busniess Retail and Technical Support organizations
Partner with center leadership team to ensure the most efficient use of call center staffing resources to meet customer demand for each 15 and/or 30 minute increment, 7 days a week, in an effort to ensure objective answer time results are achieved across all intervals.

present

Boston, MA

Senior Manager, Workforce Planning Center

Boston, MA

Harvey, Gaylord and Brown

present

Boston, MA

Senior Manager, Workforce Planning Center

present

Develops a culture of high performance and continues improvement that values learning and a commitment to quality
Develops and maintains effective working relationships with implementation team and facility leadership to drive toward WPC objectives
Provides demonstrations of system functionality as necessary
Participates in team meetings; provides implementation progress updates and communicates any issues and/or barriers
Provides onsite support to the WPC during go-live events and on-going support after implementation
Builds and maintains strong, effective working relationships with a variety of stakeholders across HCA
Analyzes staff scheduling and staffing data and processes and provides efficiency recommendations in line with facility and corporate objectives

Education Education

Bachelor’s Degree in Business Administration

Kent State University

Bachelor’s Degree in Business Administration

Skills Skills

Communicates data insights and makes recommendations through presentations and spreadsheets in a clear and concise manner
Prepares reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts
Gathers and tracks historical data at the business, site and/or network level such as absenteeism, attrition, management investment, call volume, productivity, service level performance and staffing adherence
Provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedures
Works independently where work is reviewed, typically after the fact, though guidance is available on an ongoing basis from Manager or more experience professionals
Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the business and may audit certain workforce processes
Proficient skill in call center workforce management software
Experience with Aspect eWFM
Experience with skill-based routing

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Associate Analyst Workforce Planning Resume Examples & Samples

Advise operations management on the frontline labor strategy that meets operational needs
Determine the optimal level of workload and headcount requirement for operations through analytical work
Prepare annual operating budget on frontline labor, including headcount, labor cost and labor hour
Monitor actual operating labor cost spending against budget and prepare cause-of-change analysis monthly
Support operations and financial planning of new operations labor initiatives
Prepare periodic and ad hoc labor reports and analysis
Partner with Human Resources to facilitate timely hiring of frontline staff to best fulfill operating needs
Deliver accurate and timely workload data for staff schedule production
Bachelor degree major in Finance/Accounting, Statistics, HR, Industrial Engineering, Business Management or Business Administration
1 year of experience in planning and analysis preferred
Excellent quantitative and analytical skills
Proficient in Microsoft Office, in particular Excel and Powerpoint
Fluent in English and Chinese

Workforce Planning Internship Resume Examples & Samples

Leading environmental scanning efforts to identify dimensions of change impacting both the current and future workforce
Maintaining an internal documentation framework to support knowledge management efforts
Collaborating with key partners to deliver insights (e.g. newsletters, monthly thought packages, podcasts, WDP&R social media, etc.)
Researching a wide array of workforce/labor related issues from around the globe (e.g. job growth, specific job sector changes, retirement trends, etc.)
Current graduate student or college undergraduate (junior/senior) earning a degree in Future Studies, Organizational Psychology, Communications, Business or related major
Advanced written and verbal communication skills
Demonstrated qualitative analytical experience
Proven research experience
Demonstrated experience with social bookmarking, internet scanning and data tagging (ex. Diigo, Delicious)
Proven ability in Microsoft Word and PowerPoint
Proven research experience in a wide array of topics or with various methods
Demonstrated experience with independent research or work projects
Prior internship in Foresight, Research, Organizational Psychology, or related area
Experience employing foresight methods (e.g. horizon scanning, backcasting, scenarios, futures wheels, etc.)
Demonstrated experience with Microsoft Publisher, Adobe Design Suite, Photoshop

Workforce Planning Resume Examples & Samples

3 years of experience in a professional work environment
Knowledge of key human capital principles
BA or BS degree in a related field; MA or MS degree in Business Administration, Organizational Development, Industrial or Organizational Psychology, Public Administration, or other related field a plus

Dir Workforce Planning Resume Examples & Samples

First-level university degree, advanced university degree in business preferred
Typically 12+ years in human resources, business planning, or finance with significant strategic experience, including senior management influence
Typically 3+ years of experience in workforce or business planning & analysis
Strong knowledge of planning & analysis process definition, analysis, design and implementation
Strong knowledge of current market practices and trends in workforce planning
Strong project management and prioritization skills
Strong leadership and staff development skills
Ability to build partnerships & influence across various functions (Finance, Corporate Strategy)
Strong communication skills – written, oral and presentation
Ability to manage complex processes concurrently
Strong consulting skills

Workforce Planning Transformation Program Manager Resume Examples & Samples

Project and Program Management
Lead program teams to develop, structure, and execute on their workforce/human capital plans
Set-up and launch new programs
Develop templates, processes and cadence for effective program management
Provide program reporting – status, issue resolution, risks – work with Project Managers/Workstream leaders to ensure status is constantly updated
Assist in developing program communication and executive material
Workforce Strategy
Deliver data driven insights to support actionable strategic workforce direction
Apply superior subject matter expertise, thought leadership, external drivers, business strategy and labor market conditions to create scenarios and predictive modeling to anticipate workforce needs and deficiencies
Financial Management/Budgeting
Work with PMO Lead to ensure that all requirements for program’s overall budget, invoicing and reporting are met and managed proactively
Knowledge Management
Drive the development and maintenance of standard processes for capturing and sharing knowledge for all projects
Track and monitor completion and updating of required knowledge management documents
Maintain and update the shared drive, grant access and permissions to the shared drive
Team Communication
Work with the PMO Lead to ensure periodic communications sent out to the team including monthly newsletters and program updates
Bachelors degree with quantitative orientation. MBA preferred
8+ years of work experience including 2+ years in management consulting at a top tier firm or in a strategy/program analyst role
Highly motivated self starter with excellent organizational skills and passion for delivery high quality output in a fast paced environment
Demonstrated project and program management leadership experience
Demonstrated experience of working with globally distributed business and technology teams
Experienced in high-level business requirements capture and analysis to ensure effective execution
Familiarity with complex excel functions and other MS Office products
Excellent communication, presentation and people interaction skills
Ability to develop & maintain working relationships with a number of stakeholders and senior professionals
Ability to estimate work and deliver to realistic deadlines; also to recognize and resolve unrealistic deadlines in advance of expected delivery dates

Senior Program Manager Workforce Planning Resume Examples & Samples

Analysis of planning data quality, root cause analysis and development of solutions to remediate any shortcomings
Measure, monitor and report planning process quality
Measure, monitor and report planning trends and discrepancies compared to strategic workforce goals
Identify and communicate any need for interventions for keeping workforce demand within strategic boundaries
Manage stakeholder of workforce demand and develop effective, result-oriented communication channels with them
Program management: multi-year experience running complex and transversal projects including reporting for decision to senior management
Analytical skills: very logical and able to work with large semi-structured data of uneven quality from various sources (scientific education is a plus)
Collaborative approach / Proactive partnering with internal business partner while balancing client requests and necessity to adhere to certain central standards / guidelines
Build services for divisional and functional program to ease their work and not to add burden on their critical path
Communication skills: comfortable and experienced communicating to senior management and across functions within UBS / different type of audiences
UBS organizations: deep understanding of UBS organization. Connections with key stakeholders in particular Group Technology, Group Operations and Group Finance an advantage
Language skills: English (MUST), German (Nice to have)
Business case and Plan Review: Feasibility assessment and identification of Gaps / Roadblocks and delivery risk. Ability to deliver implementable solutions balancing short term risks and needs with mid-term strategy
Process improvement: capable of re-designing end-to-end cross-functional processes to get more effective and efficient (process excellence is a plus). Credibility and experience to challenge status-quo to continuously improve and to reduce / eliminate useless work
Tools: hand-on experience on MS excel and reporting solutions like Tableau; capable of and experienced in designing / building processes, rules and automation to raise quality of data (effectiveness) and to reduce double-keying and manual work (efficiency)

Program Manager Workforce Planning Resume Examples & Samples

Define and lead the implementation of a consistent global workforce planning process
Coordination and management of process dependencies and impact on related processes as infrastructure demand or real estate demand
Program management : multi-year experience running complex and transversal projects including reporting for decision to senior management
Analytical skills : very logical and able to work with large semi-structured data of uneven quality from various sources (scientific education is a plus)
Able to deliver under high time pressure
Collaborate approach/Proactive partnering with internal business partner while balancing client requests and necessity to adhere to certain central standards/guidelines. Build services for divisional and functional program to ease their work and not to add burden on their critical path
UBS organizations : deep understanding of UBS organization. Connections with key stakeholders in particular Group Technology, Group Operations and Group Finance an advantage
Business case and Plan Review: Feasibility assessment and identification of Gaps/Roadblocks and delivery risk. Ability to deliver implementable solutions balancing short term risks and needs with mid-term strategy
Process improvement: capable of re-designing end-to-end cross-functional processes to get more effective and efficient (process excellence is a plus). Credibility and experience to challenge status-quo to continuously improve and to reduce/eliminate useless work
Tools : hand-on experience on MS excel and reporting solutions like Tableau; capable of and experienced in designing/building processes, rules and automation to raise quality of data (effectiveness) and to reduce double-keying and manual work (efficiency)

Specialist, Workforce Planning Resume Examples & Samples

1)Responsible for Scheduling and real time monitoring of Service Levels across multiple clients & sites. 2)Meeting Client Requirements and Metrics like Average speed of Answer, Service Levels. Analyze trends and patterns of staffing, call volume etc to improve servicing. 3)Tracking Activities for entire Portfolio. 4)Reporting out Service Levels, CCT, Unscheds. 5)Work with Operations, Stakeholders & Partner Sites to manage metrics
1)Proficient in MS Office especially in MS Excel
2)Excellent Verbal and written communication Skills in English language
3)Ability to Multi task and meet tight timelines
4)Open to flexible shift timings and weekly offs
5)Strong Analytical and reasoning skills
6)Minimum 18 months in Synchrony Financial and 12 months in the current process
7)Not on active CAP

Head of Workforce Planning & Analytics Resume Examples & Samples

Degree in HR, Business or related discipline, Master of Business Administration or related
Programme and Project Management
Business Acumen/Business Performance Management

Manager, Forecasting & Workforce Planning Resume Examples & Samples

Workforce management modeling : force-to-load analysis, supply/demand modeling, optimization of workforce resources, performance analysis
Develop forecasting models to predict load
Understand key drivers for load variations
Build hiring and/or training plans based on load projections, skillset base analysis, potential gaps and other elements such as costs, business priorities, attrition, etc
Develop recommendations and implement new processes, systems or tool to support business needs, as required
Mathematical modeling, statistical analysis
Forecasting methods (time-series, regressions)
Problem-solving
Advanced Excel (pivot tables, charts, conditional formatting, Analysis toolpak, etc.)
Strong leadership skills with risk-management
Strong sense of initiative and ability to prioritize
Ability to adapt and work in a fast paced environment with good tolerance to ambiguity
Establish & maintain effective relationships with cross-functional product teams, colleagues and process teams, including virtual environment (i.e. conference calls, videoconference)
Understanding of business needs/input, customer focus
Autonomous and self-motivated
University graduate within relevant field
Knowledge of forecasting/scheduling models
Knowledge of forecasting software Eviews, Stata, SAS, Forecast Pro
Knowledge of operational research concepts
Field Services or Call centre operations expertise
2 years of experience within similar management functions
Change management skills

Director, Workforce Planning & Analytics Resume Examples & Samples

Support strategic analyses of business needs and environmental trends in support of workforce strategy development and planning processes
Leverage change management and project management skills to effectively implement workforce management best practices to the enterprise
Analyze Workforce Plans and model trends to
Support better and faster decision making and development of Recruiting plans
Influence stakeholders to revise workforce plan forecasts, as required
Facilitate development and implementation of effective and efficient People Planning processes and models in tools such as MS Excel, Access and other web based tools such as Workday
Support HR leaders to provide actionable data analytics insight that will drive business decisions
Help define Visa’s Workforce Strategy, in key segments of populations/roles, by proactively researching emerging macro-economic labor trends and bringing analytical insight from diverse forecasts related to company financials, business metrics etc
Define, model and monitor workforce demographics, current and future workforce outlook on structure and mobility
Collaborate with functional leaders to monitor ongoing planned versus actual workforce metrics, interpret HR data and support the development of action plans to achieve their workforce plans
Build and maintain credibility throughout HR as a trusted partner and team player. Sustain control and ownership of appropriate areas and uphold high standards for quality of work product
Drive process improvement and process simplification wherever possible
Master’s degree in Business disciplines such as Finance, Strategy, Economics, Marketing etc
Approximately 8 to 10 years of business, consulting or HR role(s) where focus has been on business planning, analytics, or organizational change, especially Workforce related
Strategic thinker who can see the big picture, balance short and long term objectives. Most importantly, one who can interpret Business Strategy and Multi Year Financial Plans to help identify action plans for their successful implementation
Logical thinker with analytical problem solving abilities and a bias toward data driven decisions
Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mind set
Ability to implement new initiatives and drive change management by developing strong cross-functional partnerships in a fast paced, changing global organization
Clear, articulate and persuasive communicator with presence and confidence
Advanced knowledge of Microsoft Office products (especially Excel) and PowerPoint. Requires ability to assimilate disparate Excel data into centralized models, provide relevant cuts and model implications based on input variables and assumptions
Highly preferred: Strong Consulting experience in Business Management fields, Transformation or in Strategy groups
Ability to connect internal and external workforce information, especially to quickly research best practices and relevant global labor market data
People management experience, with ability to motivate and direct a team to success
Knowledge of statistics and related software packages, especially as it relates to identifying workforce drivers of key business metrics
Knowledge of HRIS systems. Experience with Workday is a plus

Workforce Planning Senior Specialist Resume Examples & Samples

Conduct in-depth analysis and coordinate multiple site off-phone and OT/VTO requirements with site management/OPAM across multiple clients
Compile and deliver key business reports to SVP, Sr. OPAM & OPAM’s (Over/Under, monthly scorecards etc.)
Workforce Planning Operations SME for Verint or other tool support for features and functionality queries from site managers, peers and other key stakeholders
Provide WPO training on tools and technology to Specialists, document and share best practices
Open tickets with TOC/IT and coordinate and assist real time DRP execution
Perform additional duties supporting Forecast/Capacity planning, IT, Telecom, Verint admin or other function within Synchrony Financial
Own the publication of weekly IDP’s, populate weekly over/under reports and other dashboard reporting
Submit new or enhanced call routing/treatment with OPAM approval
Minimum 1 year previous experience working in a Customer Service or Collections environment
Minimum 1 year experience working with Workforce Planning Operations
Minimum 1 year advanced level experience using Avaya and Verint
Working knowledge of Microsoft Excel, PowerPoint, Office applications
Ability to work a flexible schedule
Associates/Bachelor’s Degree or Equivalent Experience
Demonstrated Workforce Planning Operations proficiency in supporting two or more portfolio’s within WPO across multiple locations
Demonstrated proficiency as subject matter expert for site and WPO team in Verint and schedule efficiency analysis
Self-motivated and detail oriented individual with ability to positively and proactively interact with WPO team and internal customers
Strong ability to work independently, while possessing excellent communication and interpersonal skills
Initiative to creatively address problems and issues without management intervention
Demonstrated organization and time management skills
Handle sensitive information in a confidential manner
Demonstrated ability to handle multiple initiatives and achieve performance goals in a high volume environment
Maintain positive, professional and respectful working relationships with all employees

Workforce Planning Co-ordinator Resume Examples & Samples

Extensive experience in MS office skills required
Working knowledge of change management is preferred however not essential
Knowledge of a matrix management structure; also known as mirroring a consultancy structure is also preferred
Excellent communication skills is imperative
Presentation skills is desired
Experience required whereby complex information can be simplified to present in a format which senior stakeholders are able to understand
Building and maintaining successful relationships with customers and stakeholders is essential
Ability to show exceptional organisational skills with great attention to detail
Evidence to be able to use initiative and proactive ways of working

Mgr-workforce Planning & Process Improvement Resume Examples & Samples

Bachelors degree required in specialized field such as Supply Chain/Logistics, Finance, Data Analytics, Industrial Engineering, Business, or Management
5-7 years management experience in a manufacturing or distribution environment with 3-4 years experience in production and resource planning
Lean/Six Sigma and/or Project Management (PMP, CPM) certification
Strong communication skills with the ability to gain consensus and influence change
Adept at building and leveraging relationships across functional and personnel levels
Excellent PC skills and proficiency with Microsoft applications
Experience in a Retail, Pharma, or a CPG multi-national company, particularly within logistics, operations, or finance
Demonstrated process improvement results of a fiscal, lead time, or business process nature
Experience with Manhattan Associates suite of WMS applications and Labor Management products, or comparable vendor

Workforce Planning & Occupancy Analyst Resume Examples & Samples

Research occupancy capacity and conditions at Coca-Cola commercial office locations globally to develop a baseline inventory and status
Develop and produce occupancy data and analyses and reports reflecting options to support desired capacity
Implement proper technology in order to maintain “book of record”/tracking database for workforce planning and occupancy status globally
Resolve data discrepancies and problem solve specific situations
Proactively collaborate with leaders across the Global WP Strategy and Operations team, Executive Assistants within large business units (CCNA, CCR, BIG etc.), facility managers in countries and more through routines in order to maintain accurate data and a true understanding of each situation
Ability and desire to drive solutions, problem solve and to work and lead in a fast paced/dynamic organization
Embraces new technology easily and enjoys learning it
Deep analytic skill and ability to see patterns and insights
Ability to understand multi-faceted client requirements – physical and business requirements
Effective at gaining trust and confidence with stakeholders, understanding and addressing priorities
Impeccable attention to detail and follow-up
High focus on quality
Understanding of various toolsets in the Integrated Workplace Management System platforms

Senior Manager Workforce Planning Resume Examples & Samples

You will oversee planning, load balancing, recruiting forecasts, performance analysis and key department initiatives. He/she will play an active leadership role on the WFM application upgrade project. Ensuring a successful migration and implementation of new capabilities
You will liaise with Finance, Operations, Business Partners and HR to increase accuracy of FTE and seating requirements for the CCC
With the assistance of Director Workforce Optimization, Analytics & Customer Experience, you will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness
Manages CCC workforce operations by
Identify and communicate trends, risks and opportunities that impact the operational and/or financial plan Identify opportunities and action plans to maximize productivity and mitigate risk, while protecting the employee and customer experience
Producing and using customer & performance data / intelligence to present and gain commitment on change initiatives that will elevate customer experience and sales results. Source of data / intelligence will come from multiple sources and applications (i.e. Speech Analytics)
Work collaboratively with the Workforce Optimization team and the business lines to support the delivery of the plan
Oversee production of 1000+ reports annually and provides business requirements to partners to evolve MIS; this will result in automated reporting and score card development, as well as ensure timely dissemination of critical business intelligence
Effectively leverages resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within WFM as well as cross-functionally with other departments, to increase productivity
Project management/Strategic support for change initiatives
Monitors changes implemented by Senior management to assist in evaluating the impact of change. Make recommendations for change/improvement where appropriate
Liaises with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure WFO Coordination is represented and to maintain procedural flow that functions homogeneously for all groups
5+ years in a contact centre industry with extensive experience working with workforce management tools, databases and performing analysis
Demonstrated strong leadership capability, including the ability to manage remote teams
Exposure to strategic planning and the ability to develop forward thinking plans to improve performance
Proven track record of organizational change management solutions
Project execution – ability to manage people and time lines

Analyst, Workforce Planning Resume Examples & Samples

Provide day to day operational support to the Manager, Workforce Planning, to enable the Manager to focus providing workforce planning insight and solutions to the business
Responsible for configuration and data integrity of the workforce planning tool
Work directly with the project manager/s on small to medium sized projects or on larger-scale organisational-wide programs under the guidance or direction of more senior project management professionals in an operational support and analysis capability
Run workforce planning scenarios leveraging the tools and data available on behalf of the business to ensure that resources are being optimised and that we have the right resources in the right place at the right time
Engage with stakeholders and customers from across Personal Bank to understand business needs, and respond accordingly
Working with Manager, Workforce Planning to inform and delivering on the workforce planning roadmap for Personal Bank
Manage the collation of customer feedback to inform the Workforce Planning roadmap and priorities
Compile and generate workforce planning reporting and insight for the business
A tertiary qualification in a related discipline – Business, Statistics, Maths, etc
Previous experience in a similar diverse Analyst position
Ability to analyse data and trends and provide recommendations to decision makers
Highly developed problem solving and analysis skills

Workforce Planning Forecast Resume Examples & Samples

0-3 years of Workforce experience
Strong organization and communication skills
Experience building and managing business relationships and strong collaboration skills
Knowledge of call center operations
Knowledge of back office operations

Manager, Workforce Planning & Analytics Resume Examples & Samples

Manages the relationship with business partners and provide meaningful analytics to help them make data based decisions and presentations. Collaborate with key business partners, including HR Business Partners and business line leaders, to identify metrics trends to optimize the workforce and embed workforce planning and analytics into the planning process. Also provide effective analytical solutions for business operations
Work on business analytic requests to synthesize data, and develop recommendations in a clear and concise manner. Conduct complex analysis and predictive analysis work
Manage the implementation of initiatives within the integrated talent management framework to meet projected workforce needs and strategies. Ensure that key areas of opportunity are identified and appropriate analysis is selected to solve defined problem
Oversee analysis and workforce modeling to execute on Human Capital strategies. Search for trends, patterns and issues in data and evaluates current practices and methods for reporting and analyzing data. Develop data-driven conclusions and presents facts and recommendations on improvement opportunities to leaders, including senior management
Ensure project execution by identifying key issues and selecting appropriate analysis to solve defined problems. Develops overall project plan for the identified initiative, ensuring stakeholder agreement on overall objective, key deliverables and timetable for completion. Executes and delivers on approved initiative, measuring progress and reporting status to stakeholders
5+ years of data analytics experience
Demonstrated financial acumen and data analysis capability, experienced in developing data-driven conclusions and recommendations
Ability to appropriately influence decision makers
Ability to conduct human capital analysis including marketplace trends and workforce demographics
Demonstrated capability in developing project plans and driving initiatives to successful conclusions
Degree focus in Mathematic, Statistics, Finance, Economics, or other relevant field
Strong Excel skills (i.e. queries, pivot tables, advanced equations)

Workforce Planning Forecast Resume Examples & Samples

Forecast inbound and transactional volumes
Perform regular analysis of historical business data, such as volume, transactions, service metrics, and key drivers of workload and assess staffing impacts
Develop and maintain short and long term forecast models
Bachelor's Degree in a related field or equivalent relevant work experience
Advanced Excel skills or statistical analysis applications
EWFM/Aspect experience or similar Workforce Platform

Workforce Planning Internship Resume Examples & Samples

Demonstrated bilingual skills – Mandarin/English
Demonstrated strong written and verbal communication skills in Chinese and English
Must possess the appropriate authorization to work in the People’s Republic of China (PRC), currently studying in the USA on a visa
Candidates who successfully complete this internship at the Walt Disney World Resort in Florida should be open to a potential future job opportunity with the Shanghai Disneyland Resort located in Shanghai, China
Demonstrated computer proficiency within a Windows environment, and with Microsoft Office applications, with the willingness to learn new software applications
Demonstrated problem solving as well as continuous process improvement skills
Prioritizes and multi-tasks while maintaining accuracy, efficiency, and attention to detail
Must be comfortable working in an office environment
Proven experience and strong understanding of SQL, SAS or SPSS
Proven experience working with spreadsheets and large databases
Proven experience with Business Intelligence applications (ex: Tableau)
Willingness to learn new software programs
Majoring in Human Resources or Information Systems

Lead, Workforce Planning Forecasting Resume Examples & Samples

Ensure the effective management of contact centre scheduling and long term forecasting
Introducing process improvements
To be responsible for the management and control of work flows and processes within the function
To lead staff to achieve optimal performance whilst ensuring training and development requirements are met
To ensure procedural and legislative requirements are being adhered to on a daily basis
To conform with all internal operating policies and procedures relevant to the position
Coaching, monitoring, mentoring of the enablement team to increase the capability in workforce planning
Pro-active involvement through technical input and risk assessment in Change management (operational & strategic) for all systems utilised within the IDS environment
Manage the end to end Resource Planning process inclusive of forecasting, scheduling, and rostering in order to ensure that the IDS business is utilising its people to optimal levels. This also included elements of reporting
Leadership and management of the contact center's scheduling and forecasting teams to ensure that center's are running to industry leading quantitative and qualitative benchmarks
Key to the role is the aspect of staff management and mentoring
Significant experience in contact center management with a proven track record in workforce management and a passion for achieving results
Comprehensive understanding of process management/re- engineering, strategy development and implementation, change and risk management
In-depth understanding of Call Centre Operations and systems

Associate Analyst, Workforce Planning Resume Examples & Samples

Perform workforce analysis and provide recommendations to senior management on frontline labor strategy that balance guest, staff and financial needs
Collect transaction data at operations’ locations for labor requirements analysis
Maintain and enhance the labor planning model and processes to facilitate decisions on short and long term labor requirements for Hong Kong Disneyland frontline operations
Partner with frontline operations teams to develop creative solutions to meet operating labor requirements
Ensure accurate and timely delivery of workload data to the scheduling team for the production of schedules for frontline staff
Prepare periodic and ad hoc workforce utilization reports and labor hours analysis
Relevant experience in planning and analysis preferred
Proficiency in Microsoft Excel, Access and PowerPoint
Strong data analytical skills
Fluent in both written and spoken English and Cantonese
Fresh graduates will be considered
Bachelor degree holder in Business Administration, Operations Management, Industrial Engineering or any related disciplines

Analyst, Workforce Planning & Analytics Resume Examples & Samples

3 to 5 years with the combination of HR, Consumer, and Marketing Analytics experiences. The CHRP designation is an asset
Strong program development and implementation skills with advanced conceptual abilities
Well developed relationship management skills to effectively manage relationships across many levels of the organization and across multiple Lines of Business
Ability to impact and influence with excellent interpersonal and communication skills
Effectively able to manage change in a fast paced environment
Strong analytical skills; can translate data and information into a meaningful story
Well developed prioritization, time management and multi-tasking skills
High degree of integrity in dealing with sensitive information
Ability to resolve a magnitude of diverse, complex and ambiguous issues
Ability to maintain sound knowledge of HR trends and best practices
Broad knowledge of HR practices, policies and related legislation
Advanced Knowledge of Excel, Access, Statistics, Business Intelligence

Workforce Planning & Analytics SME Resume Examples & Samples

Develop and deploy HR strategy, plans, and policies for Ericsson
Develop strategy, directives, processes and tools for respective functional areas within HR
Provide global functional expertise and develop functional competence and efficiency
Several years of experience from working in a management consulting position
Basic knowledge of HR Processes & Disciplines
Program and Project Management
Breadth and depth of expertise in Workforce Planning is preferred
Facilitation and Presentation Skills

Workforce Planning Analyst Project Hire Resume Examples & Samples

This is a project assignment, with no guarantee of permanent placement. The project work is expected to last for approximately 6-9 months, and is dependent on the needs of the business.*
Working Knowledge of Tableau, Cognos, and SQL
Expertise in Excel & Access, including advanced features
Previous HRIS systems integration experience preferred
Possess strong creative, analytical, and problem solving skills
Demonstrated success taking ownership and accountability of processes
Ability to connect business strategy and outcomes to technology and reporting
Proven ability to manage competing priorities
Demonstrated ability and commitment to client needs
Work well in a team and independently
1 - 3 years of experience in supporting end user analysts in developing data acquisition processes and automation
Strong knowledge of Microsoft Access, Excel, & SQL Server Management Console
3 years experience working with data collection, integration, and reporting landscapes
Bachelor's degree in Computer Information Systems and/or related field

Workforce Planning & Competency Specialist Resume Examples & Samples

Conduct job analyses, focus groups, data analyses, and related activities consistent with industry/professional best practices and relevant legal and technical requirements (such as the Uniform Guidelines on Employee Selection Procedures and the Principles for the Validation and Use of Personnel Selection Procedures)
Support implementation and maintenance of an IC-wide Competency Library for use throughout the human capital lifecycle (e.g., recruitment, selection, development)
Support implementation, reporting, data analysis, communications, stakeholder engagement, and change management activities for the development and implementation of an online competency and capability assessment application
Design and develop supporting materials for various workforce planning and competency programs, including workforce analytics, performance management, leadership development, training, career development, and succession management
Support IC-wide and organization-specific performance management efforts, including analyzing robust data sets, preparing reports and briefings for various IC elements and senior leaders, developing and maintaining web content, identifying best practices, and creating and maintaining related resources
Experience in the Intelligence Community
Experience in personnel assessments, competencies, and/or performance management
Strong Consulting Skills
Solution Oriented
A degree in Organization Development, IO Psychology, or a related field
Top Secret/SCI Clearance with a CI Polygraph
Advanced Degree in Industrial and Organizational Psychology
Project Management Professional Certification

Workforce Planning & Development Manager for IT Resume Examples & Samples

Minimum of 5 years experience designing, developing, implementing workforce planning/development programs
Workforce Planning & Design
Workforce Development
Talent Management

Workforce Planning & Operations Manager Resume Examples & Samples

Manages day to day operations including: monitor call center performance metrics to ensure client service guarantees are met, ensuring clinical aspects of the clinical call center are accurate, and necessary guidelines are being followed
Responsible for capacity planning for new business growth including staffing, technology and facility requirements
Develop and manage workforce models that identify staffing needs required to meet service commitments to clients
Review, create, and / or maintain workflows to ensure they are up - to - date and operationally efficient
Develops and maintains a quality call monitoring and training program for excellent overall clinical call center performance
Provide guidance, expertise, and / or assistance to business partners (e.g. clinical product and development, clinical operations, information technology) to ensure programs and strategies are implemented and maintained effectively
Collaborate with Clinical Managers on the ongoing monitoring of team activity and own the resolution of implementation deficiencies as they are identified
Work with Pharmacy Leadership to adapt plans and priorities to address business and operational challenges
Other duties as assigned by Director, Pharmacy Services - Clinical Call Center
High School Diploma or GED equivalent
2+ years of experience within an operations management role
2+ years of Workforce Planning experience with scheduling and forecasting in a member centric contact center environment
Prior experience building or directing the build, of analytic models or programs used to monitor and manage operational processes
Prior experience leading projects and / or meetings comprised of stakeholders with varied backgrounds and levels of experience, including senior level management
Proficiency with Microsoft Word, Outlook and Power Point
Advanced Microsoft Excel skills
Bachelor’s degree in Business Operations or MBA
Experience in an operations management role within a Pharmacy or Clinical setting
Prior PBM experience
Prior experience managing client and / or regulatory required reporting processes
Experience utilizing workforce management software
Exposure, or experience with, LEAN six sigma management practices

Manager, Workforce Planning Resume Examples & Samples

Manage the analysis of incoming call volumes and data and implement strategies to improve customer service and reduce operating costs
Manages ongoing analysis of call volume forecasting, projections and staffing and related strategic planning for unusual events and call volume peaks
Responsible for the management of the Service Level Administrator, and Scheduler/Forecaster making recommendations for changes to the call routing structure
Provide leadership and development opportunities for Workforce Management staff to include ACD Administrator, Scheduler/Forecaster and Analysts
Designs, develops and distributes management reports such as service level, and reason code
5-7 years large, inbound call center operations experience using state of the art workforce management systems
Bachelor's Degree or equivalent experience
Thorough knowledge of

Team Leader, Workforce Planning H/F Resume Examples & Samples

At least 2 years direct planning experience preferably covering all aspects of the planning cycle
Proven leadership experience of planning functions in a large, multi-site/multi-media call centre environment
Highly developed analytical and problem solving skills
Good understanding of call centre management principles and call delivery principles
Proven experience of coaching and building knowledge around call centre management principles
Experience presenting plans to stakeholders such as operations leaders and discussing drivers of net FTE
Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint & Word
Highly numerate with demonstrated strength in accuracy and attention to detail in an environment requiring high output and speed
Knowledge and experience with Intelligent Network and ACD systems and reporting
Advanced knowledge and experience using an industry leading workforce management solution, (Aspect WFM preferred)
Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
Good written and verbal communication skills
Ability to manage a team to successfully achieve operational goals
Ability to work flexible hours an asset
Problem Solving & Decision Making
To create an environment within team where members are able to develop their skills and knowledge
Leverage relationship with Directors and Heads of call centre to ensure team leaders are bought into the process and understand why difficult decisions are made
Analyse complex data structures to ensure volumes and FTE are planned for and accurately forecast the future
Deal with escalated schedule and real time decisions on a daily basis, where team members cannot resolve
Ensure team leaders are managing schedule adherence, absenteeism and non-productive time accordingly and highlight when trends / issues arise

Workforce Planning & Performance Manager Resume Examples & Samples

Lead workforce planning for GSS in all programs
Support portfolio management and operational leadership in GSS
With key stakeholders, lead strategic planning for GSS workforce prioritization, risk management, change management, conflict resolution & process improvement, budget according partnership agreements
Knowledge on programs, tactical planning expert for portfolio
Plan workforce needs and allocation with SS Heads and Mission Leads and other GSS staff with workload oversight responsibility and be the GSS point-of-contact for resource/capacity estimation
Collaborate with Mission Leads to discuss resource requirements and staff development plans which impact the practice workforce planning. Report progress on practice clinical program planning to GSS Leadership Team (GSSLT)
Subject matter expert for project management software (e.g. EPPM), supporting successful entry and management of GSS project codes
Develop and refine mechanisms (processes, algorithms, tools, etc.) to produce accurate FTE projections for all project-related and non-project-related activities across GSS
Provides information of workforce assignments to SS Heads
Collaborates with SS Heads and Mission Leads, Statistical Vendor Management and Strategy Lead and GSS staff on strategic review of clinical programs and product lifecycle-related PVU programs
Collaborates with Statistical Vendor Management and Strategy Lead, FSPs Vendors or CROs on workforce assignments
Liaise closely with colleagues across GSS (GSSLT, SS Mission Leads, individual staff) to establish (and/or refine) adequate assumptions for capacity estimation and to devise reasonable algorithmic approaches for predicting resource capacity for GSS tasks
Performs tactical planning with the SS Heads and Mission Leads or other GSS staff based on strategic value, prioritization, cost, complexity and workforce
May serve as GSS representative on the SOP Review and Process Improvement Teams especially for processes which impact GSS workforce planning algorithms
Regularly monitors programs progress versus objectives in partnership agreements and proactively updates SS Heads, SS Mission Leads and Statistical Vendor Management and Strategy Lead
Develops risk and critical path analysis plans; presents findings and a detailed action plan to GSSLT
Reviews / analyzes historical trends and future forecast to develop plan for and justify workforce needs – employees and other resources
Assists the GSSLT with talent development, coaching and mentoring of program management skills
Develops a good collaboration with other Patient Value Practices (PVPs), Patient Value Functions (PVFs) and Patient Value Operations (PVOs)
Monitor day to day activity and identify instances of underutilization and work with SS Mission Leads to solve the issue
Leverage various external benchmarking data sources and analytics to identify and validate optimal resourcing
Conceive of, develop and maintain creative summary reports that provide useful business information about GSS operations. These include summary reports to show Utilization, Resource forecasts, workload distribution and other reports driven by operational needs
Liaise with appropriate groups (GSSLT, OE, etc.) to define, optimize and generate metrics, metrics reports and scorecards to assess operational performance, including operational delivery, productivity, financial and quality performance that help drive the GSS business
Such other responsibilities and projects that the Company may assign
7+ (with Master’s degree) to 10+ (with Bachelor’s degree) years within the Biotechnology and/or Pharmaceutical Industry
3+ years’ experience in a multicultural and global environment and analysis of benchmarking data sources and operational performance
Extensive portfolio and program management level skills and experience
Demonstrates clear and articulate verbal, written and presentation skills with good command of the English language and to provide leadership and mentoring of people
Proficient experience in visualization tools for strategic workforce planning and metrics reporting
Can manage change, risks, issues and uncertainty
Ability to work independently, to solve complex problems, and oversee multiple projects in a supervisory capacity within a matrix environment
Ability to take a proactive and creative approach to problem-solving and to make continuous process improvement recommendations
Technical ability to interplay between EPPM and other tools/systems
Expert level of analytical ability, exhibiting characteristics that are structured and methodical to ensure that sound decisions are made
Expert ability to strategically define and technically develop complex metrics for GSS internal work products as well as deliverables from CROs
Expert ability to strategically define and technically measure GSS Key Performance Indicators (KPIs) against various external benchmarking data sources
Extensive experience utilizing Clinical Trial Management System (CTMS) environment tools to measure data against various external benchmarking data sources
Ability to proactively identify strategic, tactical and operational workforce needs and to plan those resources based on workforce level of productivity
Leadership, listening, mentoring, facilitation, conflict resolution, presentation and negotiation skills
Ability to build effective team relationships with colleagues at all levels and locations in the matrix organization
Ability to build trust and credibility with both employees and managers
Ability to work in a global, matrix type environment. Will include all shared UCB competencies, but particularly focus on

Analyst, Workforce Planning Resume Examples & Samples

Perform workforce analysis and provide recommendations to senior management on frontline labor strategy that balances Guest, staff and financial needs
Prepare frontline operations headcount, labor hours and labor cost budget and analysis for financial planning, periodic financial closing and forecast
Deliver accurate and timely workload data for staff roster production
Maintain and enhance the labor planning model and processes to facilitate decisions on short and long term labor requirement for frontline operations
Partner with frontline operations teams to develop creative solutions for meeting operating labor requirements
Work with HR to facilitate timely hiring needs
Monitor operating labor spending against budget and forecast
Bachelor degree on a subject with strong analytical / quantitative emphasis. Majors in Business Management, Business Administration, Operations Management and Industrial Engineering are preferred
Expertise on workforce planning, scheduling and finance is required with 2 to 3 years of work experience in resources planning and analysis
Knowledgeable in the Employment Ordinance and the discipline of human resources
Proficient in Microsoft Office, in particular Excel and PowerPoint
Knowledge of SAP or related financial systems is preferred
Ability work effectively with diverse groups of people
Fluent in both English and Chinese
Candidates from relevant education background but with lesser experience would be considered for the position of Associate Analyst, Workforce Planning

Store Workforce Planning Manager Resume Examples & Samples

Achieve or exceed planned sales and profits through effective workforce scheduling
Educate stores management on utilizing DayforceHCM to determine staffing requirements for optimal guest experience through attainment
Train Store Managers and District Managers on the use of workforce planning technologies, roles and responsibilities. Specifically, provide training on Dayforce Workforce Scheduling, Task Manager, Mobile Apps, Retail Next and other applicable, related technologies
Partner with IT and stores in testing new upgrades and applications to best leverage technologies such as DayforceHCM Workforce Scheduling and Retail Next
Introduce, test, document, and train stores on DayforceHCM upgrades or new technologies through Webinars or WebX’s
Provide daily/weekly/monthly operations reports at company-wide, district and store levels detailing KPIs and cost compared store goals and to financial plans
Input and track hours added to for special projects for stores through DayforceHCM Task Manager
Input, daily, weekly, and monthly tasks into DayforceHCM
Verify reports from the DayforceHCM, Retail Next, and Indyme applications for accuracy between comp and non-comp as needed
Provide input to prepare yearly budgets for store payroll
Define labor goals and objectives for stores and monitor performance
Analyze data for trends in task hours needed for completion of tasks due to changes in processes and verify existing labor targets for accuracy of timing
Work with team to forecast values for DayforceHCM in regard to new stores, planned receipts and special circumstances
Work with stores division on store weekly communications and special projects
Track, organize, and communicate monthly workload calendar with District Managers and stores
Must be at work on a regular and predictable basis or as scheduled

Workforce Planning / Analysis Specialist Resume Examples & Samples

Developing workforce staffing projections using various methods including historical trends, statistical analysis, and other predictive techniques
Preparing and maintaining workbooks for data gathering and analysis of division-level input
Evaluating related business information gathered from multiple sources, reconciling conflicts, decomposing high-level information into details, and abstracting up from low-level information to a general understanding
Analyzing and creating visual presentations of the gathered data through heavy use of Excel, ORACLE queries, Business Intelligence tools like Cognos and Tableau
Identifying trends and drivers to support financial decision making and provide guidance to recruiting, HR business partners, and training
Communicating findings to technical and non-technical audiences. with visual narratives and story-telling
Academic excellence with quantitative interest/competence
Passion, energy, and enthusiasm in learning and applying through creative problem-solving
High level of curiosity and a mindset of continuous improvement as a resourceful self-starter
Team player with demonstrated flexibility to work across geographic locations

Workforce Planning & Analytics Analyst Resume Examples & Samples

Formulate forecasts of future human capital supply and demand for business consideration , drive monthly, quarterly & annual tactical hiring and headcount forecasting
Drive successful scenario planning and futuring discussions and bring insights from data analysis that leads to game changing talent decisions
In-depth analysis of the current state workforce and appropriate segmentation of talent for rental operations, supply chain and HQ functions and other growth areas of the business
Partner with HR and the business to develop action plans to overcome talent gaps. This includes: scenario plan, model, conduct environmental scan, perform gap analysis, and identify mitigation strategies
Performs complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of service offering changes, customer workflow and process changes, operations drivers, and customer routing changes; including financial implications
Drives innovative impact with a customer driven mindset that leads to operational excellence; continuously assess and redesign processes that are repeatable, sustainable, and scalable to ensure customer requirements are met; accountable for development, maintenance and continuous improvement of all workforce processes; implements and embeds lean principles and tools
Respond to various requests for information and data analysis
Bachelor’s Degree in Human Resources, Business Administration, Strategic Planning, Operations Research, Information Systems, Statistics, Industrial/Organizational Psychology, or equivalent. Master’s degree may substitute for 2 years of related experience
3-5 years of experience in the workforce planning space
2 years of experience working with financial models or HR models
1 year experience in car rental/hospitality /retail/call center
Strong ability to quantitatively and qualitatively analyze data and feedback with sound business acumen, including familiarity with financial reporting and measurements
Strong modeling skills; proficiency with the Microsoft Office suite including intermediate to advance excel skills required
Excellent communication skills both written and oral
Ability to work in a fluid and fast paced environment
Experience with JDA/Red Prairie, Workday and ADP software/services a plus

Manager, Workforce Planning & Analytics Resume Examples & Samples

Bachelor’s Degree in Business, Finance, Economics, Engineering, Computer Science, Mathematics, or related field required and 8 years of relevant experience. Master’s Degree preferred
Span of control is at department level or above
Eight (8) years’ experience required in business consulting, financial analysis/planning, predictive modeling/forecasting, engineering, project management, or operational analysis
Proven experience in leading an analytics team having exposure in building corporate level architecture
Hands on experience with Data Warehouses, Business Intelligence, and Analytics Systems design & development
Significant experience in data modeling using relational databases
Software skills, including use of Microsoft Office software and web-based applications
Presentation skills necessary to facilitate training and/or deliver informational sessions to groups and/or individuals
Time management and organizational skills necessary to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs
Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions
Knowledge of concepts, practices and procedures related to internal and external factors influencing Human Resources and proactively translating the strategic needs into specific strategies and requirements

IT Workforce Planning Senior Associate Resume Examples & Samples

Provide analysis and identification of information technology, acquisition, and management skills needed by IT personnel to fulfill current positions. This includes the identification of deficiencies as well as recommendations on training and educational programs
Responsible for development and maintenance of strategies to recruit, hire, and train the IT cadre
Responsible for identification of IT and Acquisition workforce trends
Responsible for tracking and evaluation of project manager qualifications and providing recommendations on career/professional development
Development of succession planning of the OIT workforce based on changes in technology as well as attrition
PMP required
Ability to obtain and maintain firm independence and abide by firm ethics requirements

Workforce Planning & Certifications Specialist Resume Examples & Samples

Assist with the job development and organisational structuring methodology and successfully transfer the job design and organisation structuring method into the business
Engage with stakeholders to understand organisation requirements and ensure best practice job structures and content
Co-ordinate the database of certifications and competencies in line with the Dimension Data Job Framework
Use their consulting and engagement skills to work with the relevant line managers and subject matter experts to develop the required job collateral
Plan and execute capability and certification compliance audits across the business/regions
Ensure knowledge is managed via an effective database management system and method
Own and successfully execute relevant assigned projects
Co-ordinate and own the employee mapping process and method
Qualification in Human Resources preferably with organisation design specialisation
At least 8 years consulting experience in a generalist HR role within a global organisation
Knowledge and understanding of IT industry environment, job framework architecture best-practices, capability design / assessment and business needs
Good project and change management experience
Organisational development work experience
Experience in partnering with the business who operates in the technology environment
A good business and commercial orientation
Interpersonal skills with the ability to develop and maintain strong stakeholder relationships
Excellent communication skills (verbal and written) with the ability to present information clearly and succinctly
Excellent analytical skills with good attention to detail
The ability to recognise opportunities for enhancement and continuous improvement

Workforce Planning, Short Term Resume Examples & Samples

Own responsibility of meeting target SVL
Build and develop workforce capacity model
Participate to the segmentation forecast approach
Modeling large amount of data to increase team productivity and anticipated initiative impact
SVL risk mitigation tactics

Workforce Planning / Bench Analysis Resume Examples & Samples

Compile and analyze data on bench, skills, location of workforce, and pipeline and open demand in support of Area hiring and training requests
Coordinate and validate hiring needs across the Area
Coordinate training needs across Regions/Area, develop and manage training schedule / approval from RE/AMUL
Assist with training attendance management, adjust training plan based on fluctuations in attendance, chargeability, and area schedule
Compile and analyze impact of training to Area revenue and chargeability
Partner with NA TC Leader, RCL, Talent Acquisition, and L&D
Partner with GDN Champion on GCP workforce and rotation
Manage the ASR workforce
Recruitment to Plan
Training on Plan
NA Certification Goals
NA Chargeability
Demonstrate success working in a dynamic, frequently changing and geographically dispersed environment as well as willingness to support business need
Able to stay abreast of new developments in Microsoft technologies. Previous knowledge of MS technologies highly desirable
Goal oriented and has a sense of urgency to get things done
Willing to seek responsibility and take ownership of tasks
Organized with the ability to multi-task and meet deadlines - possess high-level organizational skills and strong ability to multi-task and prioritize in a fast-paced, high volume environment
Independent, persistent and decisive
Able to work well under pressure and deadlines
Able to communicate and write well
Possess sound working knowledge of MS office products: Excel, Word, Outlook, PowerPoint, SharePoint, etc
Knowledgeable in workforce planning, training, recruiting, and analytics is advantageous
Established consulting expertise with 5+ years’ experience
1+ years services consulting leadership experience
Established leadership and management experience through leading teams of developers/engineers and/or Operations functions

Workforce Planning & Analysis Analyst Resume Examples & Samples

Accurate exception time entry and reporting
Accurately updates IEX database with time off request and scheduling all off-line activities and ad-hoc reporting
Facilitates shift and vacation bidding
Coordinates with call center personnel to prioritize the use of available staffing to maximize productivity
This position supports all work groups in Customer Financial Services
Responsible for daily, weekly and monthly IEX maintenance
Strong perceptual and analytical skills required
Real Time Adherence
Reporting/Audits

Senior Consultant, Workforce Planning Resume Examples & Samples

Provides support to the Lead and Principal consultant in the preparation of analyses on the employee population
Manages databases, works with HRIS to ensure data integrity, and perform trend analyses form for historical turnover, recruiting and staffing
Analyzes data and provides recommendations to be reviewed by WF consultant and management before being presented to executive management regarding workforce trends, forecasts and supply/demand gaps
Supports the development of methodologies for supply/demand workforce forecast models
Utilizes tools and processes and tactics to enhance the effective design, development, and implementation of workforce strategies
Designs and recommends methodology for measuring effectiveness of workforce strategies
Minimum five (5) years of relevant experience in workforce forecasting, care delivery operations, recruitment, learning and development or management consulting
Oral communication
Influence/negotiation
Creativity/innovation
Teamwork
Health care or health insurance knowledge preferred

Workforce Planning Analytics Manager Resume Examples & Samples

Designs, builds and owns dashboards, scorecards, and reports that will enable the business to improve workforce capacity and capability
Ability to measure the effectiveness of HR programs and relate its impact to results of the enterprise and business lines
Support the definition of system requirements to ensure the team’s ability to collect, analyze and present data needed by HR and the business
SQL querying experience is desired
Workforce planning experience is desired
Intellectually curious, always questioning and probing data
Team player that drives for results and ability to function independently in dynamic fast paced environment

Manager, Workforce Planning & Analytics Resume Examples & Samples

Consumes and leverages output from advanced statistical analysis to derive data insights for decision making
Utilizes database knowledge and programming experience to recommend data tables that make analyses more efficient
Connect and maintain disparate data sets and identify useful insights
Provide expert design of metrics and reporting across HR
Handle multiple projects simultaneously
Minimum of 3 years’ experience in statistical programs such asExcel, PowerPoint, Access
Minimum of 5 years’ work experience as a data, business, or financial analyst
Must have a minimum of 3 years data based management, research, and analytics experience
Financial experience is desired
Ability to concisely report findings to all audiences

Workforce Planning Resume Examples & Samples

Manage, monitor and process resourcing requests submitted by a variety of stakeholders and ensure data accuracy within the firm's resourcing tool
Analyse and challenge resourcing requests against key engagement metrics to ensure the appropriate allocation of resources Identify and monitor resource availability and conflicts
Prepare relevant resourcing reports and complete analysis on information, including chargeability, utilisation, headcount and leave reports
Work closely within the local resourcing team to identify resource shortages
Provide education to client servicing personnel around the resourcing process
Identify and implement improvements in processes and reporting
Perform other duties as required, in line with ensuring best practice resourcing for the team

Analyst, Workforce Planning Resume Examples & Samples

Innovative approach to developing actionable workforce analysis, forecasting & metrics to drive business decisions and strategic insights
Drive visual representation of data analysis from multiple sources to tell a story of workforce insights for HR business partners throughout the organization
Act as an internal consultant to HR leadership, business leaders, HR business partners and other key stakeholders regarding the implications of workforce analytics and insights
Build strong internal customer relationships with key HR and business leaders to define and understand strategic objectives
Design workforce reports (periodic and ad hoc), leveraging human capital benchmarks, to identify patterns and trends that can be translated into actionable insights
Establish strong cross-functional relationships to fully understand the business and factors of success in the industry; Partner with business leaders and HR Business Partners to understand workforce requirements in terms of headcount and skills, both for now and in the future
Support larger HR and business initiatives (e.g. succession planning, workforce development plans and workforce reorganization) by consolidating data, identifying key take-aways and preparing summary reports
Create and manage project plans to ensure timely and accurate delivery of deliverables; Follow-ups with team members to ensure projects stay on track
1-2 years of related experience in HR analysis using research, data and information to support decision making regarding the workforce

Workforce Planning Resume Examples & Samples

Supporting project demand prioritisation and supply augmentation
Monitor staff availability through the firm's resource management system (Retain)
Escalate skill gaps for recruiting and upskill opportunities
Assist leadership providing key information on their resource pools and becoming a trusted advisor in resourcing matters
Stakeholder Management – Responsible for managing key relationships within the talent pool and leadership
Experience optimisation – Highlighting capability outside the home talent pool via cross-functional, cross-border or cross-region allocation to maximise productivity
Experience management – Promoting identification and delivery of career experiences as part of every engagement
EYU & Development – Building individual capability and personal brand through a detailed development plan that deliver the learning, coaching and experiences needed to grow
Experience in resource management and planning or business operations within professional services environments
Refined relationship and stakeholder management skills
Strong knowledge of business systems and refined data analysis skills
Experience working closely with colleagues in a high-performing team

Workforce Planning & Development Consultant Resume Examples & Samples

Provided support to WFP consultants in the preparation of analyses on the employee population
Provides support in the preparation of reports and presentations on demographic profiles, turnover ratios etc for various audiences
Works under supervision to assist with reporting needs
May have responsibility to manage databases and coordinate efforts with the HRIS to ensure data integrity
Perform simple trend analyses on historical turnover, recruiting, and staffing
Perform basic data analysis on workforce trends, forecasts and supply/demand gaps
Works on assignments of small to medium scope and complexity
Coordinates with other departments or resources
Minimum three (3) years of relevant experience in workforce forecasting, care delivery operations, recruitment, learning and development or management consulting
Participates in the development of new concepts, techniques, methodologies, and standards
Intermediate knowledge of industry practices
Must be able to skillfully communicate
Must be able to work in a Labor/Management Partnership environment
Career Development i.e. Develop a framework for career development
Career Planning i.e. Develop tools and resources to drive self-directed career development and internal mobility
Career Path Technology i.e. research career ladder/lattice technology

Manager, Operations Workforce Planning Resume Examples & Samples

Hires, develops, evaluates, and (when necessary) disciplines and discharges subordinate personnel or makes authoritative recommendations in such matter. Develops function-specific orientation and training programs for Workforce Planning personnel. Establishes standards for effective job performance and evaluates subordinates according to such standards. Delegates these responsibilities to supervisory personnel as appropriate
Designs, develops, documents, and implements innovative methods for Command Center employees to forecast volume and establish staffing plans for all clients across 3 sites
Provides leadership and drives change toward efficiently meeting client contractual obligations by collaborating and communicating effectively with all levels of management
Responsible for the development and maintenance of an effective organization for area(s) of responsibility, including: a) efficient work flow patterns; b) established performance standards; c) effective delineation of duties and responsibilities; d) ensuring that staffing in each location is efficient in order to maintain operational objectives; e) appropriate supervision; f) systems for timely communication of pertinent information
Direct the Forecasting function for the operation. Analyze call center trends to predict staffing needs. Effectively administer headcount planning in conjunction with production needs in Aspect Workforce Management Software system. Ensure scheduling of staff in each location is adequate to meet company objectives
Develop policies and procedures to ensure data accuracy and maintain system integrity for pay for productive time and headcount planning in Aspect Workforce Management Software system. Audit for compliance
Oversee the creation of reports, and maintain performance information flow for all call centers. Develop & maintain segment process maps & associated process documentation. Develop & maintain workforce planning training
Involvement in the budgeting process as it relates to the entire operation
Set up & document procedures for WFM; trouble shoot system problems
Maintain effective communication with other departments when WFM procedures impact them. Strong interaction with operations, human relations, and payroll segments
Develop and implement contingency staffing models. Coordinate with subordinates and call center leadership to identify opportunities for service improvements and cost efficiencies
Analyze and resolve service delivery issues not resolved by call center management or site workforce analysts. Receives and investigates all complaints concerning his or her area of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply
Remains abreast of developments in Workforce Management by pursuing a program of self development, participating in professional organizations, interacting with peers, reviewing pertinent literature, and so forth. Incorporates advancements when practicable and cost effective
Directs the preparation of records as well as recurring and special reports and analyses for area of responsibility ensuring that they are complete, accurate and prepared on time. Reviews and interprets these in order to ascertain the extent to which goals are being attained. Takes corrective action as necessary
Bachelor's degree or 4 years of equivalent experience
3 years management experience in a call center environment
3 years experience with workforce management software (Aspect WFM preferred)
3 years experience with call center reporting (Exony preferred)

Senior Administrative Asst-workforce Planning SCS Resume Examples & Samples

Preparation of complex reports and analysis using various software packages and databases
Determining methods and procedures for completing complex tasks or following a standard operating procedure as applicable
Preparing and/or coordinating information for internal and external customers with limited supervision
Developing deliverables to support the Region Office high level management requiring minimal explanation, discussion, and interpretation
Maintaining and processing data for regulatory compliance
Analysis of data and preparation of complex reports and presentations
Providing instruction and guidance to lesser experienced employees as needed
All other tasks as assigned by supervisor or manager
Demonstrated ability to manage multiple tasks in a fast-paced environment under minimal supervision with a high attention to detail
Demonstrated proficiency in Microsoft Office (Access, Word, Excel, Outlook, and Power Point)
Accurate and rapid data entry
High School diploma or equivalent is required
Three years office support experience preferred

Analyst, Workforce Planning Resume Examples & Samples

Support the design, development, and implementation of operational payroll and manpower reports
Support ad hoc reporting for operations team to include: regression analysis, capital budgeting, simulation scenario testing as well as other quantitative analyses
Identifying Labor reporting gaps and needs
Support individual stores or markets via local labor analysis and consultations
Support the development and implementation of annual labor budget and monthly payroll forecast
College degree in business, finance, statistics or related field
Advanced computer skills are preferred as this position requires an extensive knowledge of systems and applications
Advanced skills of Word, Excel, Power Point, and Access
Excellent analytical skills and ability to provide follow-up research when necessary
Strong math aptitude and ability to understand components of financial analysis
Superior oral communication skills and ability to interact well with people in all levels
SQL and VBA experience
Experience in business analysis and reporting development
Proven business and financial acumen
Prior workforce and payroll planning experience
Oracle Hyperion Essbase and POS Systems experience
Experience with Kronos (WFSO & WFOP) is a plus

Analyst, Workforce Planning Resume Examples & Samples

Analyzes contact center trends and data from various sources to help answer questions related to workforce staffing needs and efficiencies for phone and/or non-phone channels (offline, chat, email, etc.)
Communicates data insights and makes recommendations through presentations and spreadsheets in a clear and concise manner
Prepares reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts
Recommends or instructs teams on changes that need to occur based on analysis
Partners with internal and/or vendor teams to align skilling and staffing support contact volume needs as needed
Gathers and tracks historical data at the business, site and/or network level such as absenteeism, attrition, management investment, call volume, productivity, service level performance and staffing adherence
Communicates with business leaders and site management on workforce data findings in order to derive solutions that meet the needs of the business
Provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedures
Ensures sufficient time is planned to support the business needs through training, individual representative development, and team meetings
Works independently where work is reviewed, typically after the fact, though guidance is available on an ongoing basis from Manager or more experience professionals
Advises and leads the business in determining workforce needs and business decisions such as hours of operation, volume reallocation, vendor shortfalls at the remote sites based on forecasts and analysis
Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the business and may audit certain workforce processes
Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs
Proficient skill in call center workforce management software
Experience with Aspect eWFM
Experience with skill-based routing

Manager of Workforce Planning Resume Examples & Samples

Is customer centric, identifying and anticipating customer requirements, expectations, and needs
Has the ability to influence, collaborate and build relationships with all levels of the organization creating an environment of mutual trust through open communication and feedback
Has excellent verbal and written communication skills, including strong presentation skills
Has strong problem solving and analytical skills, with the ability to identify root causes and drive towards a solution despite ambiguity or uncertainty
Comes with strong planning skills
Can translate translating broad strategies into specific objectives, metrics and actions
Develops associates, providing honest and real-time feedback on performance. Coaches associates and builds skills to enable success
Bachelor Degree required
4-6 years business related experience
Analytics experience and knowledge of tools (Excel, Access, Tableau, Statistical Software)
HR background a plus

Workforce Planning Forecast Resume Examples & Samples

Forecasting inbound call volumes and transactional volumes
Performing regular analysis of historical business data, such as volume, transactions, service metrics, key drivers of workload and assesses staffing impacts
0-3 years’ Workforce experience

Workforce Planning Strategist Resume Examples & Samples

Bachelor's or Master's degree, or equivalent work experience
Familiarity with workforce planning concepts and techniques
Basic understanding organizational design/development
Comfortable partnering with all levels and providing consultation at the leadership level
A collaborative spirit that can influence at a broad level
Ability to respond to situations creatively by generating solutions through building and/or using existing talent or tools
Proficient with MS Office suite
Education in Human Resources/workforce planning or related experience
Workforce Planning Certification
Solid reputation building relationships and collaborating with multiple stakeholders

Head of Workforce Planning Resume Examples & Samples

Define the WFM strategy for Collections operations
Lead the WFM team to develop and provide ‘best in class’ WFM demand and capacity planning, scheduling and delivery capabilities, accurately reflecting the expected customer contact profiles and operational support activities
Drive a data and analytical driven decision making culture based on delivery of actionable customer insight to inform business change as well as more accurate planning and forecasting
Be an active member of the Barclays leadership team, taking accountability for the success of your own business and the wider team
Drive accountability at all levels to ensure costs are controlled and maintained within budget
Role model and bring to life the Values and behaviours for all colleagues within the business function
Create a culture that empowers and encourages ownership, measured risk-taking, initiative, and challenge of the status quo
Ensure all changes and initiatives in the business include operational considerations, technology, and lead times in the requirements
Ensure changes and initiatives in the business are driven forward with the customer in mind
Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development
Work with team to build their competency at creating holistic, efficient and robust reporting solutions
Develop cross-functional strategies leveraging Barclays Group WFM capabilities

AVP Workforce Planning Center Services Resume Examples & Samples

Provides direct leadership, supervision and accountability for the operational effectiveness of the regional Workforce Planning Centers and the PI – Scheduling Excellence team
In conjunction with the PI Leadership Team, the PI AVP Workforce Planning develops and executes the annual workforce planning (staffing and scheduling) strategy in alignment and support of the strategic plan of the PI organization as well as support of the PI – Scheduling Excellence model
Provides strategy and direction to dedicated teams in key focus areas of consolidated staffing and scheduling operations
Leads resources to support strategic staffing/scheduling management direction across regional Workforce Planning Centers
Provides support to PI Leadership in setting specific goals to be accomplished, and directs the activities of the PI Scheduling Excellence and Workforce Planning Center resources in supporting and meeting those strategic goals
Provides direction and leads regional, centralized operations to ensure standardization and consistency across the enterprise; Communicating routinely with PI Leadership to ensure alignment across organization
Prioritizes workforce planning and Scheduling Excellence work based on the needs of the business and in accordance and alignment with company strategy including but not limited to standardization and improvement of unit labor volume forecasting, improvement of report understanding and utilization, and general scheduling, volume forecasting, and staffing support
Manages direct and indirect reports remotely and in a matrix environment
Ensures that variations to labor scheduling and staffing practices are analyzed and appropriately addressed
Serves on the steering committee working directly with HealthTrust Workforce Solutions (HWS) with respect to labor management applications and tools (Facility Scheduler and ISAS) to facilitate HCA’s interest in the strategy, direction, development, and delivery of such tools
Identifies the learning and development needs for the Scheduling Excellence resources and the regional Workforce Planning Centers and works with PI leadership to facilitate the prioritization of education development
Drives business decisions through the development and use of analytics
Works collaboratively with group and division leaders to develop workforce planning standards and controls followed by execution and sustainability of standards throughout the Workforce Planning Centers
Works with PI and Corporate leadership to adjust Workforce Planning strategies and centralized operations support to respond to changing business needs
Communicates timely and effectively in a matrix environment
Attracts, develops, and retains talent across the organization to ensure succession plan
Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement”
Executive Presence – Championing the organization’s mission and values in an authentic manner; demonstration a poised and confident demeanor that reassures others and commands respect
Analytical Skills & Decision Making - Highly skilled at researching highly complex issues, formulating alternatives, analyzing benefits and risks, and facilitating groups through a critical thinking process to arrive at a solution
Working Independently - Working independently and in conjunction with other individual and departments in situations of high complexity to achieve company goals. Trusted to work within predefined goals and independently design and execute approaches that meet those goals
Growing Resources and Knowledge - Coaches and mentors Performance Improvement resources on consulting, leadership, healthcare and business relationship skills
Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
Building Trust – Meets commitments. Communicates information upwards accurately even when the information is bad news
Communication – Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
Continuous Learning – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application
Customer Focus – Making customers and their needs a primary focus on one’s actions; developing and sustaining productive customer relationships
Energy – Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods of time
Managing Conflict – Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
Stress Tolerance – Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and the organization
Work Standards – Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
Bachelor's Degree; MHA or MBA Preferred, or equivalent
10+ years healthcare experience required, preferably with HCA
Performance improvement and Management Engineering related experience required
Experience and/or skills in consulting, hospital operations management (CFO, CNO, or COO), health care financial management, strategic planning and relationship management desired
Executive level interpersonal skills and the ability to work within a highly matrix environment is a must
Excellent communication and presentation skills, both written and verbal
Nashville based, Travel required 40-50%

NA Workforce Planning Manager Resume Examples & Samples

Work with business leaders to identify and shape rotational placements/assignments
Work with the business to ensure that new rotational program colleagues are on-boarded effectively including coordinating meetings and finalizing relevant learning materials for each rotation start
Communicate with OBLs, managers and mentors; ensuring they understand their role in the process
Develop various opportunities for team building across the “class”. Create touch points for participants to get acquainted with each other and their capabilities
Coordinate end of program projects that can 1) solve a business challenge, 2) be visible to key stakeholders and 3) provide great learning and team building skills
Propose budgetary needs to People Committee as required
Work with HR Operations and finance to ensure rotational program participants are assigned to appropriate LOBs/legal entities/P&Ls
Work in conjunction with the T&I COE and other region rotation program leads to ensure alignment across programs
Master’s degree in Human Resources or Business preferred, Bachelor’s degree required
5-8+ years of business, consulting and/or HR role(s)
Proven project management experience and ability to demonstrate excellent project management skills
Ability to develop credibility and influence with business leaders,
Strong communication, presentation, business writing skills
Flexible and adaptable; collaborative “team player” orientation with a strong cultural awareness
Ability to deal effectively with senior leaders from all functional backgrounds and across various levels
Strategic / tactical planning skills

Director, Workforce Planning Resume Examples & Samples

Leads the development of workforce plans to address enterprise business needs and align staffing for optimal efficiency
Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning, workload forecasting, capacity & attrition management
Interacts across key enterprise stakeholders to deliver an efficient and effective Forecast Process
Reviews, updates, and improves workforce forecasting methods to provide reliable, consistent forecast and plan data
Leads cross functional teams to develop hiring plans to meet the demands of the enterprise
Provides guidance in identifying HR trends across the business groups through analytics and provides feedback to HR and Senior Leadership regarding emerging trends or patterns across all groups of the enterprise
Owns analysis of labor costs
Subject matter expert in advanced statistical, econometric and quantitative analytical techniques, advance modeling, capacity planning, seasonal/marketing impact drivers and business analytics. The position is also expected to create a catalog of calculations, definitions and consolidated dashboards

Manager Workforce Planning Capacity Resume Examples & Samples

Lead all daily activities related to the creation and approval of workload for the retail stores
Review and approve all requests for work originating from the various ULTA corporate departments
Track and monitor available capacity on a store-by-store basis in conjunction with previously published workload to ensure the work can be performed within the available budget and labor capacity
Oversees the Reflexis task management system and function as the subject matter expert for the Retail Task Management and Store Walk modules
Communicate extensively with the task originators to schedule out the most appropriate time to have the task performed balancing the needs of the originators with the ability of the store teams to perform the task
Manage gatekeeping functions with the originators when the requested workload is unable to be performed
Facilitate communication between the task originator and the corporate finance department to secure additional labor funding as needed
Analyze routine workload to determine opportunities to improve existing processes and identify opportunities to eliminate duplicate effort or misuse of available capacity
Organize weekly and monthly workload reporting and execution statistics as well as identifying underperformers
Partner with Store Operations senior leadership team and retail field management to drive compliance and achievement of performance goals
Maximize staff efficiencies through task re-prioritization for stores
Manage changes, or updates to existing workload and store technology systems that may have possible impact or effect on other store initiatives and processes

Director, Workforce Planning Resume Examples & Samples

Perform management responsibilities to including, but not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority
Lead workforce planning strategy to ensure adequate staffing levels across all of Clinical Services. This includes partnering with other Clinical Services leaders, Health Plan Finance, and other areas of the enterprise to gather data necessary to forecast member and provider needs. Effectively work across teams in Clinical Services to deploy workforce plans and monitor adherance to ensure budget is managed effectively, and all compliance and regulatory requirements are met
Lead and execute centralized onboarding strategy to ensure a consistent new hire experience and lead efforts around employee engagement. This includes all pre-day 1 activities such as securing equipment, real estate/facilities planning, as well as the day 1 new hire experience. Work with leaders across Clinical Services to develop 30-60-90 day plans for all new hires. Partner with Human Resources and Clinical Services leaders to monitor attrition, track employee engagement, and launch action plans to increase engagement as appropriate
Develop and manage Clinical Services internship and rotational programs. This may include partnering with leaders across the enterprise, including Allegheny Health Network, to create, launch, and manage programs. Evaluate ROI and participate in workgroups to make enhancements as necessary
Oversee licensure compliance for all clinicans reporting through Clinical Services. This includes tracking and managing CEUs, and ensuring licensure requiremetns are met for each role
Bachelor's Degree in Business Administration/Management, Human Resources Management, or Industrial Engineering
7 - 10 years of Strategic Planning/Corporate Development experience
3 - 5 years of Management experience

Senior Workforce Planning Analyst Resume Examples & Samples

Provide analytic expertise to HR Business Partners
Apply understanding of the business and HR in order to evaluate information needs and to recommend and develop appropriate solutions (metrics, analyses, data collection, tool functionality, etc.) to inform human capital decision-making
Partner with division HR team to provide analyses/metrics in support of HR processes including Succession Planning, Talent Reviews, Year-End Performance and Compensation processes, Employee Development, Diversity, Organization Design, etc
Produce monthly and quarterly scorecards for business units and consult with them on trends
Analyze and facilitate discussion of scorecard results with senior HR and line leaders
Develop and recommend scorecard target setting methodology for division scorecard metrics and report results, as applicable
Conduct both simple and complex statistical analyses in support of business needs and HR functional area needs
Present methodology and conclusions of analyses directly to HR Business Partners and/or senior executive teams
Facilitates increasing HR capability to access basic data directly through appropriate tools
Provide basic reports (e.g. rosters, counts, listings) as needed for those who do not have direct access to employee data
Collaborate with HRMS team to identify issues and solutions related to the HR reporting tools or employee data quality
Proficiency in Business Objects Webi and/or SAP BW BEx
Proficiency in Oracle Business Intelligence
Experience with SAP, Taleo, and/or PeopleFluent

Workforce Planning & Analytics Specialist Resume Examples & Samples

Must have computer skills and dexterity required for data entry and retrieval of patient information. Must be proficient with Windows-style applications and keyboard
Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process
Expert knowledge of talent acquisition recruiting processes, selection, and analytics
Project Management experience and skills
General knowledge of talent acquisition corporate governance guidelines, compliance, and reporting requirements

Senior Workforce Planning Analyst Resume Examples & Samples

Analyzing customer contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels
Provide data and additional information to be used for capacity planning
Delivers results of analysis and recommendations to various business partners and leadership to support the Blue Shield of California mission
Workforce Planning seeks to add a Lead analyst to the team. The role is an individual contributor position that reports to the Manager, Workforce planning, and Analytics
Creating long term and short term forecasts
Appling intermediate knowledge of forecasting methodologies and tools
Working closely with operations leaders to understand headcount levels, helps develop hiring plans and maintain staff plans
Utilizing data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office functions
Analyzing actual results against plan and forecast and recommends interventions where appropriate
Gathering information, business intelligence, analyzes data trends, identifies the root cause(s) and provides information to team members and department leadership
Effectively partnering with appropriate business areas to integrate member channel demand into the overall forecast
Facilitating presentations to various levels of management
Working under limited supervision, using established procedures
Instructing instruct, guide and oversee work of lower-level professionals and/or non-exempt staff
Associate's Degree 3 - 5 years
4+ years experience scheduling, forecasting or capacity planning to include advanced utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems
2+ years utilizing and implementing forecasting methodologies
Proficient skill level in interpersonal and verbal/written communications, presentations, math, analytical and problem-solving, use of analytical tools

Workforce Planning & Analytics Insights Lead Resume Examples & Samples

Defines BMS’ approach to workforce planning based on external and internal benchmarking of best practices, and continues to keep the tools, practice and process relevant and effective
Partners with key business leaders, S&OP leads, Finance, HRBPs and business analytics to ensure appropriate input to the workforce planning approach, in alignment with our business strategy and financial plans
Partners with HR BPs to support the creation of workforce plans within the business areas, ensuring practical application, continuous improvement and breadth of perspective of the differences and synergies across the enterprise
Develops approach which leverages employee insights, analytics and predictive analytics to develops workforce plans
Applies a strong understanding of external macro-economic and human capital data and trends that may impact future structures and workforce composition
Identifies critical workforce segments, and talent requirements; anticipates potential gaps and retention risks
Ensures a robust approach to track the Return on Investment of any initiatives taken
Actively support broader Talent management initiatives. Participate as an active thought partnership and team member with the WTP team and broader TWI team and actively support broader TWI initiatives
Bachelors and 10+ years of relevant experience required; Masters in Business Administration, Finance, Accounting, HR Management, Industrial-Organizational Psychology or similar is strongly preferred
Progressive experience in HR or in one or more of the following specialties: Workforce planning, consulting, financial analysis and/or predicative and/or prescriptive analytics
Demonstrated strong financial acumen and advanced/predictive analytics to develop strategic and operational insights for workforce planning
Ability to develop and manage a process that articulates strategic, tactical and financial goals, plans and dependencies
Experience or expertise in an additional area of focus within the CTWI (growth and development, leadership development, management of high potential talent, managing performance and creating a compelling and engaging employee experience) would be preferred
Strong external mindset with demonstrated ability to translate best practices and leading edge thinking to practical, impactful and business relevant solutions
Strong business acumen and knowledge of our business strategy
Problem solving and consultation skills
Strong orientation toward data and ability to draw insights and recommendations that can drive practical strategic initiatives
Demonstrated innovation and future-thinking ability
Change agent with high learning agility
Success in working effectively at senior management levels to impact and influence decision making
Strong experience in leading effectively within a matrixed environment and building alignment in a cross functional and team environment
Change management, team leadership, and knowledge of factors that influence human behaviors and decision-making at the individual, group, and organizational level

Senior Mgr, Workforce Planning Resume Examples & Samples

Develop and lead a team of Workforce Planning Analysts
Lead planning efforts for global call centers, present findings, and gain approvals for call center staffing forecasts and related costs
Ensure delivery of forecasts to outsource partners based on contractual guidelines
Partner with Finance team to ensure accurate and timely reporting of financials as input to the quarterly financial forecast
Run the monthly call center procured hours approval process, by leading monthly forecast reviews and call center performance reviews with the management team and recommend appropriate course of action to achieve service level/abandon call/revenue goals/budget
5+ years of contact center operations management or strong work experience in an operational or financial analysis role
Experience leading teams of high-performing analysts
Good strategic and tactical business skills with the ability to lead and influence decision making
Track record of recommending and leading changes that provide significant impact
Preparation of executive-level management reporting
Customer service orientated with ability to adapt to different work styles and personalities
Highly organized; able to manage multiple projects within tight time lines
Proficiency in advanced Excel critical; knowledge of Aspect eWorkforce Management, Forecast Pro, or SAS a plus

Senior Workforce Planning Analyst Resume Examples & Samples

Partner with center leadership team to ensure the most efficient use of call center staffing resources to meet customer demand for each 15 and/or 30 minute increment, 7 days a week, in an effort to ensure objective answer time results are achieved across all intervals.
Responsible for monitoring and maintaining specialty workforce management software for all transaction-based work in the Consumer Mass and Busniess Retail and Technical Support organizations
Must have a comprehensive understanding of scheduling and forecasting in a large team environment, including attendance management and current labor contracts.
Responsible for implementing best practices in workforce management across all sites to ensure consistent processes and procedures and must assist with quick execution and executive communication of action plans to correct declining trends of call center performance and/or national events that impact call workload
Responsible for intraday management as it relates to controlling daily staffing activities to ensure that objective answer times are achieved. Must manage intraday and force situations and determine and act on the appropriate course of action. They are responsible for developing short-range staffing levels required to meet customer demand through the utilization of historical statistical data
Directly accountable for reviewing intraday ACD statistics to determine required force adjustments. Must plan the appropriate corrective action and direct center supervisors to execute planned force adjustments
Monitor call centers for conformance to resource management processes and procedures, including staffing, scheduling, vacation and systems use
Partner with Call Center Management and agents to ensure productivity and financial targets are met and prepares action plans to improve results and ensure targets are met
Perform audits and provides analysis of results to identify issues and trends
Run reports in various support systems and packages data as need for management awareness
Minimum of one year previous supervisory managerial experience with a demonstrated ability to coach and motivate employees and to develop action plans
Minimum of two years previous experience in call center operations
Proven leadership, teamwork, and interpersonal skills
Current or previous experience as a force management/resource management in Tech/Retail
Experience with grievance handling and contract interpretation
Proficiency with data analysis and report creation using force/resource applications (IEX, CMS) and MS Excel
Current or previous experience directly coaching associates for improved productivity (e.g., AHT Reduction, adherence improvement)

Team Leader, Workforce Planning & Analytics Resume Examples & Samples

A key member of the TA team responsible for supporting workforce strategy initiatives and talent acquisition reporting and stewardship
Responsible for managing the corporate-wide governance and execution of the workforce planning process – with a key focus on continuous improvement and partnering collaboratively with key stakeholders such as Finance and Human Resources Strategic Partners
Work with human resources strategic partners and the business to provide data, insights and recommendations around workforce implications
Identify solutions and recommendations supporting external labour data requirements and internal analysis ensuring that solutions identified support the overall goals
Consult with key stakeholders on ad-hoc analytics, contract on scope and deliverables; complete ad hoc queries for data analysis and provide insights to transform data to actionable intelligence
Identify, communicate and fix data integrity and system issues as necessary
Minimum 8 years progressive experience supporting complex programs and initiatives within a variety of business areas
Undergraduate degree in a related discipline preferred, Master’s degree or PMP designation will be considered an asset
Exceptional reporting skills (SAP and Success Factors)
Demonstrated analytical skills in assessing and reviewing processes to identify options, best practices, and opportunities to improve service delivery (including MS Excel, MS Word, combined with the ability to analyze multiple data sources)
Understanding of key Suncor stakeholders, program centers and business partners is preferred
Strong ability to influence from a non-authoritative position
Exceptional analytical, integration and problem solving capabilities required
Sets appropriate priorities and timelines, manages workload and multiple projects independently or as part of a team
Collaborating with others in order to achieve the best results and deliver the most value
Continually seek greater knowledge about the systems, processes and hazards in the workplace, in order to understand not just what you do but why you do it

Head of Workforce Planning Resume Examples & Samples

Develops workforce planning approach for BMS
Integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce planning
Partners with BMS LT members, Finance, HRBP’s and Business Insights and Analytics to build a 3 year work force plan in support of our Business Strategy and Long Term Financial Plan
Partners with the Head of Global Talent Acquisition and Head of Growth and Development to build the external and internal talent pipelines in support of the workforce plan
Design, and ensure continuous improvement, of the Performance Management strategy and process using the latest external insights and best practices. Advises HRBPs, People Services and Business Leaders on its effective implementation
Owns the behaviors for BMS that underpin the culture and integrity of BMS to ensure that our core value of helping patients prevail over serious disease is embedded in everything we do
Design, and ensure continuous improvement, of the talent strategy to accelerate the development of high potential talent at all levels within BMS. Advises HRBP’s, People Services and Business Leaders on effective implementation
Designs the global mobility strategy to support the movement and development of talent
Designs accelerated talent programs and works closely with HRBP’s, People Services, Business Leaders and external partners to ensure an impactful and meaningful experience
Identifies and manages close external partnerships to support the development and delivery of the workforce plan, talent and performance strategies
Manages a budget of around $5-8m
15+ years experience as a human resources and talent management leader in companies known for best-in-class strategic HR and talent programs and results. Preferably, the incumbent will have previous experience building and implementing enterprise-wide approaches to workforce planning, talent and performance management within a large-scale global organization
Demonstrated skill in partnering with senior management, business leaders, and human resources colleagues through strong communication, collaboration, influencing skills, and business acumen
Strong team player who can work closely with key stakeholders at all levels in the organization and contributes to the on-going development of the larger Bristol-Myers Squibb workforce and organization
Conceptual/theoretical capability in designing comprehensive and valid programs, with a strong understanding of external practices in talent management, workforce planning and performance management
Strong leader who is able to inspire a team, set a high bar, and get results. Not fearful of demanding the best while rewarding great achievements, encouraging risk-taking, and developing/building the team with the capabilities to deliver against high standards today and in the future
Financial acumen and advanced/predictive analyticsto develop strategic and operational insights for workforce planning
Understanding of the underpinning neuroscience and best practices of fueling human performance and how they can be translated into an effective performance management strategy
Understanding of latest research and best practices to assess and develop talent
Understand the likely future trends for the workforce and think innovatively
Strong matrix leadership & collaboration to work effectively with partners within BMS and externally
Consulting skills to effectively diagnose critical issues to address
Shows clarity of vision.Is able to assess needs, set ambitious goals and inspire others to move in a well-defined direction. Maintains a line of sight on the critical objectives in the face of change. Fluidly navigates a dynamic organization and stays on course
Demonstrates a strong & confident presence.Confident without being arrogant. Commands attention and respect through knowledge and competence. Garners a high level of trust. Builds relationships easily with executives and business leaders across the company. Adapts to different styles and operates smoothly in a complex, global fulture
Thrives under pressure.Comfortable delivering to tight deadlines and is energized by the opportunity to solve complex problems. Manages diverse stakeholders with ease, and brings a calm sense of purpose to his or her direct reports
Puts patients, team and company first.Operates without ego with the ultimate goal of helping patients prevail over serious diseases and unfailingly supports colleagues, peers, and team
Unyieldingly committed to raising the talent bar.Pushes self and leaders to develop and attract best-in-class performers, and never settles for mediocrity. Establishes performance standards and expectations that enable people to stretch to their highest potential
Demonstrates integrity and an impeccable value system on a daily basis.Can be counted on as a leader, a trusted advisor, a coach and role model. Demonstrates and establishes a high ethical standard across the business
Energizes and inspires others.Brings a positive approach to every endeavor and motivates others to go above and beyond expectations
Excellent judge of talent and ability to grow and develop individuals and teams. Is able to identify and attract talented individuals to BMS and invests in both individuals and the team to build a world class function

Team Lead Workforce Planning Resume Examples & Samples

Responsible for the planning and scheduling of the EMEA region customer service centers
Lead the planning team to ensure scheduling targets are achieved and staffing issues are resolved
Coach and lead the EMEA planning team to achieve performance targets
Guide and develop the workforce planners through effective feedback and coaching
Promote the growth of the workforce planners by creating and sustaining active development plans
Provide regional Workforce Manager with updates on staffing, scheduling and operational resources across all EMEA contact centers
Identify opportunities for process improvements within the workforce planning team
Delegate identified tasks as appropriate
Strong leader with a genuine interest and proven talent for coaching and developing others
Solid interpersonal skills with an emphasis on effective communication, both verbal and written
Planning, time management and organizational skills
Self-starter with an ability to work efficiently and effectively
Ability to act with a sense of urgency to ensure both internal and external customers are served in a timely manner
Strong prioritization and meticulous attention to detail
Capable to work under stressful situations
Confidence and ability to explain complex concepts in comprehensible terms to operations staff
Customer Service oriented
Ability to gather and analyze statistical data and generate reports
Analytical/technical aptitude in process and work flow optimization
Knowledge of workforce management methods & principles
Understanding of a call center environment and the workforce management cycle
Proven record of developing people
3+ years of direct people management and team development preferred
Knowledge of call center dynamics, including workforce staffing methodologies & strategies preferred
Previous experience managing a Workforce Management team preferred
Working knowledge of Workforce Planning software (i.e. NICE, Verint, Teleopti, etc,) is a must
Certified in Workforce Planning a plus

Manager, Workforce Planning & Development Resume Examples & Samples

Relevant tertiary qualifications or equivalent professional experience
Experience in large scale workforce planning, training and management
Experience working collaboratively with subject matter experts in a matrix environment
Experience working in events or on large projects
Politically neutral with no affiliation to political parties or lobbyists/campaigners
Satisfactory Criminal Record check result
Describe where you have been responsible for implementing a diversity program. What were the objectives? What were the key drivers? What were the outcomes? (maximum 300 words)

Senior Manager, Workforce Planning Resume Examples & Samples

Exceptional analytical skills
Strong technical aptitude and experience working with reporting software, tools and database creation
Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management
Project management skills with a proven ability to redesign and implement new procedures, processes and strategies
Knowledge of risk analysis
Impact and influence to develop and maintain highly effective partnering relationships with key stakeholders and to achieve cross enterprise cooperation
A degree in business analytics or mathematics is preferred

Senior LT Workforce Planning Analyst Resume Examples & Samples

Strong working knowledge of data collection, data analysis, and evaluation (Knowledge of Data Models, Statistical Analysis, MS-Office (Especially Access), SQL, etc.)
Ability to multi-task and strong attention to accuracy
Ability to work independently and as a member of various cross-functional teams
Above all a team player ready for a challenge in a fast pace environment

Senior Workforce Planning Analyst Resume Examples & Samples

Identifies opportunities and potential solutions. Synthesizes analyses, identifies root cause(s) and provides recommendations that influence business solutions
Determines optimum methodology for retrieving and analyzing current and historical data. Responsible for data governance of human resource systems to ensure purity and accuracy of human resource-related information
Acquires and applies advanced knowledge of the business, channels and their applications and processes. Serves as a resource to team members on escalated issues of an unusual nature

Director Workforce Planning Resume Examples & Samples

Deliver data driven insights to support actionable strategic workforce direction; including bi-annual presentations of key workforce-related metrics to the BNSF Executive Team
Apply superior subject matter expertise, analytic capability, thought leadership, internal/external drivers, business strategy and labor market conditions to create scenarios and predictive modeling to anticipate workforce needs and deficiencies
Advise on workforce planning strategies to address core capability gaps / resource shortages
Monitor and report on key workforce targets and metrics (e.g., Headcount, hiring, diversity)
Leverage HRIS resources to develop and implement workforce planning systems
Conduct ad hoc studies that answer key organizational questions (e.g., Management Trainee hiring and career progression, attrition analysis)
Participate as a key member and contributor to forums involving workforce planning
Collaborate with key stakeholders across Finance, HR, and Operations as needed
Partner with staffing, HR Matrix, talent planning, and learning and development teams to define workforce plans, including appropriate external sourcing or internal employee development strategies
Drive a talent analytics and insights strategy with leading edge predictive/linkage analysis and workforce planning scenario modeling
Serve as the subject matter expert and key driver of BNSF HR benchmarking, program evaluation, and Berkshire updates
A Bachelor’s degree in business, economics, statistics, or similar field
Minimum of 5 years’ experience working with data in a highly analytical role
Demonstrated excellence in analyzing data, developing meaningful workforce planning insights, and presenting those insights and recommended actions to audiences ranging from supervisors to CEO
Minimum of 2 years of work experience using Excel, and PowerPoint (i.e. Pivot Charts/Tables, Waterfalls, etc) with a demonstrated ability to convert complex data to meaningful business insight
Extensive analytic skills to assess business situations, processes and data in a highly detailed and complex environment
Effective communication and presentation skills (written and verbal)
Experience in scenario forecasting, workforce analysis and/or predictive modeling
Experience multi-tasking in a highly matrixed environment with ability to adapt to changing priorities

Senior Manager, Workforce Planning Resume Examples & Samples

Manages Customer Contact Centre workforce operations by
Develop a strategic medium and long term capacity plan across all lines of business
Determine resource requirements and budget implications for the operation, including new initiatives
Provide leadership support and tactical execution of the strategic priorities, process improvements and disciplines to achieve best in class workforce capabilities
Producing and using customer & performance data / intelligence to present and gain commitment on change initiatives that will elevate customer experience and sales results. Source of data / intelligence will come from multiple sources and applications (i.e. Speech Analytics
Reporting/Metrics
Oversees production of 1000+ reports annually and provides business requirements to partners to evolve MIS; this will result in automated reporting and score card development, as well as ensure timely dissemination of critical business intelligence
Create business decision able reporting, highlighting trends and issues seen in the attrition, retention stats and recommendations/strategies being implemented to reduce overall attrition results
Provide a transparent view of operational metrics helping Senior Management gain a clear understanding of Centre performance and results
Ensure up to date on current best practices regarding resource planning and workforce strategies for implementation in the CCC sites
Use Speech Analytics and voice of the customer intelligence to understand call driver trends. Drive process improvement initiatives focus on call deflection and increase first call resolution
Actively participates in, and manages the Manager for the WFM application upgrade and the implementation of available functionality appropriate for the business
Involved with the build and oversight of the efficient and effective operation of the Site Lever Management Process
Develops proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities and action plans to maximize productivity and efficiencies
Leadership
Coaches and develops WFO Team for continuous skill refinement through various mediums including knowledge evaluations, process reviews, best practice mentoring, etc., isolating WFO Team improvement needs and administering the appropriate training and/or improvement actions to yield the intended performance result(s)

Senior Manager, Workforce Planning Center Resume Examples & Samples

Obtains and maintains in-depth knowledge of the scheduling and staffing software system and the knowledge of the process workflows to be implemented in the WPC
Develops and maintains effective working relationships with implementation team and facility leadership to drive toward WPC objectives
Participates in team meetings; provides implementation progress updates and communicates any issues and/or barriers
Assists in sessions with hospital-based team member related to staff scheduling and staffing processes in order to determine future state and identify improvements and gaps
Assists in project assessment, validation, and re-design as needed
Coordinates and facilitates meetings as assigned; recording meeting minutes as assigned
Trains facility employees on proper use of the scheduling and staffing program
Provides onsite support to the WPC during go-live events and on-going support after implementation
Maintains system documentation and identifies enhancements to enable ongoing support
Implements approved staff scheduling and staffing process changes based on facility-designated priorities
Troubleshoots problems identified by team members and facility employees
Provides demonstrations of system functionality as necessary
Serves as a change agent for initiatives, analyzing organizational change implications and recommending methods for managing those changes within an implementation engagement
Drives business decisions through the use of analytics
Works with project management to ensure project work plans meet implementation requirements and expectations, and provides implementation status and outcomes
Collaborates with team members to accomplish implementation goals
Participates in other key implementation activities and meetings as assigned
Ability to communicate clearly and effectively. Demonstrated oral and written communication skills required
Possesses good organizational and presentation skills. Demonstrated presentation/public speaking skills and experience required
Definitive methodological ability. Problem solving is a required core competency
A comfort, or even preference, for an environment of discovery and uncertainty. Able to adapt to rapidly changing conditions and situations
Possesses developed interpersonal skills to work in a high profile and fast paced team environment. Able to build strong working relationships
Understands the importance of customer focus in order to build a solid reputation and maintain a high level of professionalism, quality, and satisfaction
6 years professional work experience required
Relevant experience required
Experience in performance/process improvement including proven success in implementation required
Experience within healthcare operations required
Must have extensive PC skills including spreadsheets, databases, and presentation applications
Typical work days and hours can vary depending on workload, schedules, and project deliverables

Senior Consultant Workforce Planning Resume Examples & Samples

The incumbent contributes to the Dept goals by leveraging the following tools & processes: Survey & correlate external competitive research Partner w/ Metrics Team to give client KP data & analysis on: Retirement risk, Recruitment & selection (including entrance interviews), Retention (including exit interview), Utilization & productivity; Payroll & registry costs, Demographics & diversity, Mercer modeling (internal labor market mapping) Focus groups & Expert Interviews Supply & demand forecasting Defines & frames multi-dimensional strategic Workforce Planning Mgmt issues (recruiting, retention, staff development/career ladders, pipeline development, internships, & rotations) & develops actionable processes, strategies, analyses, timetables & work plans
Provides Sr level strategic analysis, consultation & support to Dept Mgmt, HR Workforce Planning Consulting & regional/area Mgmt & leadership to assess, evaluate, project & address workforce planning needs
Partners & consults w/ a broad range of constituents, including area & regional executives, leaders, managers & labor partners to develop strategies to assess, evaluate & address issues that impact workforce needs (technology changes, regulatory changes, re-skilling, corporate initiatives that impact jobs & staffing)
Develops & promotes innovative methodologies for supply/dem& workforce forecast models
Collects data & gathers input, including conducting interviews & facilitating focus groups, & prepares quantitative forecast
Analyzes current state, identifies trends & forecasts future state
Performs gap & oversupply analysis
Partners w/ leadership to evaluate findings & develop strategies to address workforce challenges
Leads the work to develop & enhance the Workforce Planning Toolkit (systems, process, tools, & reports) that support functional, regional & area workforce planning
Leads the work to develop & interpret workforce, recruitment, retention & redeployment data (retirement risk; recruitment & selection including entrance interviews; retention including exit interviews; utilization & productivity, etc)
Synthesizes, analyzes & identifies key findings (demographics & diversity; payroll & registry costs; Mercer modeling - internal labor market mapping; survey & correlated external competitive research)
Creates high level Mgmt reports & presents findings to Mgmt, leaders & sponsors
Tracks performance metrics related to workforce planning
KP conducts compensation reviews of positions on a routine basis. At any time, KP reserves the right to reevaluate & change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees
Minimum six (6) years of experience including senior level lead strategy and consultation (collaborating with key clients for business case development, design and implementation)
Healthcare experience preferred
Expert proficiency in MS Access and Visio

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