Workforce Manager Resume Samples

HIGH QUALITY

The best examples from thousands of real-world resumes

EXPERT APPROVED

Handpicked by resume experts based on rigorous standards

DIVERSE EXAMPLES

Tailored for various backgrounds and experience levels

Workforce Managers make sure a company has the right amount of staff based on its operational objectives. Some responsibilities listed on a Workforce Manager example resume are forecasting staff volume needs, scheduling shifts, identifying system outages, administering payroll and benefits, and monitoring performance. Those looking to secure a position as a Workforce Manager should showcase in their resumes skills such as analytical thinking, computer proficiency, problem-solving orientation, self-motivation, leadership, effective communication, proactivity, and time management. Education requirements include a Bachelor’s Degree and training in mathematics, statistics, business, and computer science.

Find out what is the best resume for you in our Ultimate Resume Format Guide.

1

Workforce Manager

Responsible for scheduling and forecasting inbound call volume and average handle time for multi-site and multi-skill inbound contact centers consisting of over 600 seats. Responsible for providing staffing, scheduling and overtime needs for three national contact centers

  • Responsible for cross-functional team management and development of 12 national workforce management staff
  • Development of numerous cost reduction strategies with a combined annual cost savings of over $125K
  • Developed reporting tools to capture and centralize statistical call center data from multiple systems, resulting in cost reductions in excess of $400K
  • Achieved an ROI of $780K within 6 months through the implementation of the WFM tools, and effective standard operating processes and procedures
  • Created and implemented new call flow and queuing strategies in order to optimize resources, resulting in increased multi-skill efficiency, agent utilization, and decreased staffing costs of over $800K
  • Improved department adherence from 70% to a consistent 90% by driving best practice processes through continuous education, focus groups, employee recognition programs, and gaining buy-in at an agent level allowing for the successful deployment and WFM operational practice
Candidate Info
6
years in
workforce
3
years
at this job
International Business
2

Workforce Manager

Managed Workforce Management forecast activities for an organization that represents 11 million calls per year and an employee base of 1,200 with an accuracy rate of 90%.

  • Led an organization through transition from 5 campaigns to 1 campaign, in order to leverage company scale and minimize Service Level dips.
  • Led and facilitated network wide initiatives, national projects and meetings which streamlined processes and work efforts across the entire organization.
  • Effectively managed, coached and supported a virtual team of 45, while contributing to team member engagement.
  • Drove continuous improvement across all contact center locations, through improved collaboration and identified growth opportunities.
  • Won the 2014 Raise the Bar Award in H1 for leading national contingency efforts and assisting with service level stabilization across the business.
Candidate Info
12
years in
workforce
1
year
at this job
BA
Early Childhood / Elementary Education
MS
Business And Executive Coaching
3

Workforce Manager

Tracked, analyzed and delivered to senior management accurate call volume, service level statistics, staffing plans and resource requirements to enable optimal operations in a 100 employee call center.

  • Designed, implemented and managed an efficient workforce scheduling process that met the needs of agent and senior operational leaders.
  • Created, built and implemented a pay for performance plan that increased revenue by 500k the first year, affording performance based bonuses to employees and significantly increasing morale.
  • Created and validated ongoing staffing models to ensure service level targets consistently met; maintained a 97% average answer rate and 90% service level over the last three years in an industry where 80% is the norm.
  • Built and instituted scorecard program for each agent that provided tangible performance results.
  • Accurately forecasted and determined future staffing needs based on business plans and expected call volume.
  • Defined appropriate skill-sets needed in recruiting; worked closely with the Director of Operations to ensure suitable hiring and training.
  • Created optimal agent schedules based on volume forecasts, training goals, vacation plans, etc.
Candidate Info
17
years in
workforce
4
years
at this job
AS
April
4

Workforce Manager, Operations

Managed team of Real Time Analysts for temporary Census project. Responsible for 300+ Agent schedules and managing team of five RTA Specialists while tasked to deliver high performance results for IBM client

  • Managed to 95% or better Schedule Adherence
  • Finished in top two of ten Workforce teams for Census project meeting goals as assigned by the Dept of Commerce
  • Provided staffing rosters for IBM/Dept of Commerce Client to maintain integrity in clearanced staff
  • Successful ramp and closure of the project from start to finish of Census project as it pertained to IBM
  • Maintained a lower than 15% attrition rate for project entirety
Candidate Info
14
years in
workforce
6
months
at this job
Accounting
5

Workforce Manager

Revamped staffing on AT&T, Frontier, and Centurylink businesses to promote growth through volume forecasting.

  • Encouraged higher agent productivity through education and creation of contests.
  • Increased profitability by staffing based on sales costs and marketing costs.
  • Launched two businesses, which have grown from 20 agents to 50 and 100 agents respectively.
  • Trained associates on job responsibilities, volume forecasting, and agent productivity coaching's.
Candidate Info
4
years in
workforce
3
years
at this job
BS
Management And Marketing
6

GM Online, Global Workforce Manager

Lead contributor to the development of a strategic workforce plan for a global program of 1850 in 45 different countries.

  • Developed and implemented staff transition to low cost countries resulting in an annual savings of $5M per year.
  • Designed and implemented key process improvements including resource approval, staff cost management, succession and redundancy plans, role delineation, and employee reviews.
  • Established standard time recording and verification process resulting in an annual savings of $6M per year.
  • Created action plans for improved facilities coordination, build out planning, organization restructuring, vendor negotiations, and contract management.
Candidate Info
24
years in
workforce
8
years
at this job
BA
Economics And Management
7

Workforce Manager, Operations

Managed team of Real Time Analysts for temporary Census project. Responsible for 300+ Agent schedules and managing team of five RTA Specialists while tasked to deliver high performance results for IBM client

  • Managed to 95% or better Schedule Adherence
  • Finished in top two of ten Workforce teams for Census project meeting goals as assigned by the Dept of Commerce
  • Provided staffing rosters for IBM/Dept of Commerce Client to maintain integrity in clearanced staff
  • Successful ramp and closure of the project from start to finish of Census project as it pertained to IBM
  • Maintained a lower than 15% attrition rate for project entirety
Candidate Info
14
years in
workforce
6
months
at this job
Accounting
8

Workforce Manager - Call Center Operations

Directed all operational and administrative functions of a Workforce Management Team that supported Call Centers in Des Moines, Iowa and West Chester, Pennsylvania. Sites included approximately 100 representatives.

  • Provided Staff Planning and Analysis. Volumes increased due to integration of customers from a merger and from increased sales.
  • Achieved Service Levels of 80% of calls answered in 20 seconds.
  • Evaluated and Implemented Workforce Management software.
  • Managed staff planning for reorganization of Call Center from West Chester to Des Moines. Transition was completed on time.
  • Utilized Nortel and Lucent ACD software and Blue Pumpkin Workforce Management software.
Candidate Info
32
years in
workforce
1
year
at this job
BS
Finance
MBA
Master of Business Administration
9

Workforce Manager

Created weekly work schedules for 100 agents on 7 different teams between 2 call centers.

  • Maintained multiple databases/programs to route calls to appropriate agents.
  • Managed call center service level metrics for all agents and exceeded service level requirements.
  • Proactively planned, scheduled and conducted training classes to ensure proper service level in light of varying attrition levels.
  • Assisted in selection of agents for a Preferred Team and developed many additional services to offer customers.
  • Collaborated with IT to design and test routing strategies for the Intelligent Router.
  • Created test scenarios and participated in User Acceptance Testing for the call center's Disaster Recovery plan.
Candidate Info
3
years in
workforce
2
years
at this job
BA
Business Administration
10

Workforce Manager

Manage a team responsible for residential and business departments achieving service level, average speed of answer, shrinkage, occupancy, average handle time, schedule adherence, attrition and staffing goals.

  • Produce executive level reporting and analysis for all internal and outsourced call centers covering site workloads, productivity, service levels, staffing, and financial metrics.
  • Direct all site hiring by forecasting attrition, promotions and global needs for each line of business.
  • Developed a focus on schedule adherence misses by communicating the root causes and simple solutions to both site leadership and front line employees resulting in a $300,000 year over year increase in site efficiency.
  • Improved the workforce team's email response time by 30%.
  • Reduced total site shrinkage by 1.3% despite an 8700 hour increase in new hire training year over year.
  • 15% AHT reduction and 24% ACW reduction in site year over year.
Candidate Info
8
years in
workforce
4
years
at this job
BA
Theology

Your Resume, Made Easy.

You are looking for your dream job and need a resume? My Perfect Resume is your solution and takes the hassle out of resume writing. Create the perfect job-worthy resume effortlessly in just a few clicks!