Workforce Management Analyst Resume Samples

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Workforce Management Analysts make sure business objectives are attained by optimizing human resources. Their main duties are monitoring staff attendance, writing and delivering reports, ensuring daily staff coverage, ensuring schedule adherence, observing attendance incidents, and communicating with staff members. A well-written resume sample in the field should highlight skills like customer focus, technical abilities, results orientation, time management, accuracy, people skills, decision making, and knowledge of relevant software. The ideal candidate should be able to highlight training in human resources or management in his or her resume.

1

Lead Workforce Management Analyst

Responsible for daily, weekly and monthly administration of the workforce management system to ensure all departments were properly staffed to manage inbound/outbound calls in an efficient and productive manner. Forecasted both short- and long-term call volumes and staffing needs. Analyzed call volumes and patterns and reported forecast and actual performance for sites and/or call handling groups. Maintained other information needed for accurate forecasting.

  • Reduced abandon rates by 80% in less than six months which contributed over $5.5 million to the Company's bottom line.
  • Planned for special impact of response to holidays, letter campaigns, blasting, acquisitions, etc.
  • Used workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptions.
  • Provided information needed to evaluate requests for schedule alterations or exceptions, as well as to analyze accuracy of forecast workloads, staffing requirements and staff scheduled.
  • Provided cost and benefit analysis to management. Implemented established procedures to maintain required service levels and achieve other call center goals.
Candidate Info
4
years in
workforce
2
years
at this job
BA
Bachelor of Arts
2

Workforce Management Analyst

  • Responsible for managing workflow and analyzing workforce efficiency for approximately 800 employees
  • Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and workgroups as well as identifying areas for improvement
  • Coordinated multiple successful projects with the goal of adding value to the organization
  • Designed a labor management model that was responsible for labor cost reduction and eliminated labor budget overruns
  • Redesigned established processes to improve efficiency and response time
  • Demonstrated ability to work independently- reporting manager located in Oregon
Candidate Info
18
years in
workforce
1
year
at this job
BA
Human Environmental Science
MA
Marketing
Research
3

Workforce Management Analyst

The Workforce Management Analyst is responsible for supervising RTA Performance, making adjustments at a moments notice and analyzing actual performance so that the organization meets its Service Level Goals. Other duties include Report generation, Enterprise Support, Project Management, Process Documentation, and participate and manage daily staffing meetings.

  • Made improvements on daily and Monthly reports so that they are produced efficiently.
  • Recreated the monthly Dashboard report so that the time to produce it was cut in half.
  • Improved the communication between locations when it comes to making RTA adjustments when call flow changes.
Candidate Info
19
years in
workforce
2
years
at this job
BS
Business
4

Contact Center Workforce Management Analyst

  • Developed strategies to improve the client experience through improved service delivery.
  • Markedly Improved SLAs within the first quarter.
  • Developed and implemented customer service chat strategy.
  • Increased operation efficiencies through effective forecasting and scheduling.
  • Researched issues through data mining databases/systems.
Candidate Info
16
years in
workforce
2
years
at this job
BBA
Management
MS
Environment Sciences
5

Workforce Management Analyst Intern

  • Tracked, analyzed and reported call center and agent performance
  • Managed proactive approval and denial of discretionary activities; such as vacations, trainings, meetings
  • Created proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
  • Made recommendations and helped set priorities when planning and scheduling off phone activities
Candidate Info
3
years in
workforce
4
months
at this job
AS
Arts
BS
Business Analytics And Information Systems
6

Workforce Management Analyst

Advanced from previous position to support newly developed field technician System and provide real-time monitoring of all call centers operations, Reporting and maintaining data.

  • The central point of communication for all call centers' management.
  • Monitor and analyze call volume distribution to ensure efficient accessibility and service levels. Provided input to improve our customer experience and satisfaction with call center cost and efficiency in mind.
  • Maintain database for field technician auto routing tool at one of the lowest error rates.
Candidate Info
35
years in
workforce
3
years
at this job
Information Systems Security
7

Workforce Management Analyst

  • Provided analysis of work volume variances to forecast and direct the scheduling/staffing levels established by the University of Maryland University College (UMUC) Student Service Center.
  • Monitor service levels and direct real-time forecasting to meet the call volume demand.
  • Analyzed service level agreements and provided the most efficient strategies to management on how to resolve issues.
  • Managed real-time and intra-day activities to help facilitate operational and client goals were met.
  • Managed, tracked and reported agent adherence to policy and absenteeism.
  • Monitored staff phone auxiliary changes (break, lunch, etc.) using Cisco Finesse and historical data reporting.
  • Provided in-depth analysis and daily reports to management team on trends.
  • Worked closely with management to offer overtime or surplus (approved time off) based on service level projections.
Candidate Info
9
years in
workforce
2
months
at this job
Communications
Communications
8

Workforce Management Analyst II

  • Daily production management and scheduling of approximately 900 Contact Center agents at multiple locations to ensure service levels and key performance indicator goals are achieved daily, monthly, and annually
  • Utilize intraday forecasting tools to assist with analyzing real time staffing requirements needed to meet service level and workload allocation objectives
  • Analyze trends in regards to staffing needs, agent productivity, and current operating procedures, and recommend enhancements for efficiencies
  • Collaborate with Contact Center leaders and business partners to identify opportunities for overall improvement of service levels, key performance indicators and resource utilization
  • Generate daily operational performance reports and associated Contact Center documentation
Candidate Info
14
years in
workforce
8
years
at this job
BS
Communication Systems Management
9

Workforce Management Analyst

  • Responsible for monitoring and analyzing call volume projection functions, forecasting call volumes and staffing needs in a timely and accurate manner.
  • Coordinate all scheduling tasks, modifications in the scheduling system of daily and weekly projected trends and volume.
  • Review and administer temporary and mandatory schedule change requests, approving or denying requests based on current and upcoming operation's needs.
  • Maintain proper staffing levels and escalate discrepancies.
  • Excellent knowledge of workforce management calculations, technologies and key performance indicators.
  • Strong analytical and mathematical skills to collect and interpret data to solve problems.
Candidate Info
14
years in
workforce
3
years
at this job
HS
High School Diploma
10

Workforce Management Analyst/scheduler

  • Forecast call volume and develop daily schedules for full and part-time counseling center staff consisting of four teams with approximately 50 team members.
  • Monitor intra-day call volume traffic and adjust real time staffing to meet goals.
  • Produce reports and compute statistical analysis to determine optimal staffing levels.
  • Provide real time reporting to managers regarding schedule and staff activity.
  • Monitor sick-line and counseling center staff activity for adherence.
Candidate Info
BS
Psychology And History

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