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Include These Workforce Analyst Skills
- Short- and long-term projecting and forecasting
- Staffing predictions and reports
- Actuals versus forecasts
- Staff scheduling and hiring recommendations
- Attrition analysis
- Daily call volume analysis
- Records management
- Schedule compliance
- Service level adherence
- Goal definition and achievement
Following is a sample cover letter demonstrating similar abilities and experience.
Dear Mr. Dunn:
With this letter and the attached resume, I would like to express my sincere interest in the workforce analyst position you have available. As a skilled and highly adaptable professional with a background in ensuring optimal staffing levels and outstanding customer service within high-volume call centers, I possess a range of knowledge and expertise that will allow me to contribute toward the success of your company.
My background includes analyzing staffing patterns and overall customer service functionality to maximize efficiency, productivity, and growth while accurately forecasting staffing needs and requirements. Furthermore, throughout my experience, I have become adept in coordinating a wide variety of responsibilities to optimize call center performance while demonstrating a steadfast commitment to enhancing customer service and satisfaction.
The following achievements demonstrate my qualifications for this position:
Excelling as a workforce analyst for the past 15 years for Bell Lake Distribution and Monumental Manufacturing, respectively; analyzing performances and trends to predict future staffing needs, accurately preparing schedules, and effectively supporting customer service agents in achieving organizational objectives
Conducting compensation, performance, and workforce analyses to generate a culture of engagement and drive a results-oriented and dedicated call center team
Driving full adherence by agents to service level agreements and quality standards
Record of success in personally providing a superior level of customer service and support
Proficiency in Microsoft Excel, Outlook, Aspect EQ Workforce Management, Argus, and Citrix
My proven dedication to optimizing customer service success and appropriate staffing levels, along with my strong communication, problem-solving, and team motivation talents, will enable me to contribute immensely to the success of your team as your next workforce analyst. Thank you for your consideration; I look forward to speaking with you soon.
Kandice J. Williams