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Workforce Analyst Resume Samples
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Candidate Info
13
years in workforce
3
years at this job
BA
Communication
MA
Business Administration
Workforce Analyst
- Consults managers on employee laws and regulations to ensure compliance and mitigate formal complaints and litigation. Designs human resources strategies to improve recruitment, retention, and employee development.
- Conducts compensation, performance, and workforce analysis to create a culture of engagement and ensure a results oriented performance culture.
- Utilizes supply and demand gap analysis to consult management on programmatic measures to strengthen recruitment initiatives, improve retention, and close competency gaps.
- Conducts organizational health assessments to identify areas of concern around HR programs, leadership effectiveness, employee engagement, and workforce barriers.
- Uses analytical approaches to visualize human capital data to identify trends, challenges, opportunities, and strengths. Presents analysis and action plans to capitalize on agency strengths and improve agency challenges.
- Developed a three-tier action-planning approach to address the employee viewpoint survey. The planned approach was selected by the Presidential Management Council and showcased a government-wide best practice.
Candidate Info
13
years in workforce
7
years at this job
BA
Business Adminstration
Senior Workforce Analyst
Maintain over 500 work schedules of multicontact center personnel to meet 80/20 service level and occupancy goals based on daily call volume.
- Track daily call volume and compare to scheduled personnel to ensure contact center is staffed appropriately.
- Monitors Real Time Queue and adjust as needed to make service level.
- Monitors agents adherence and compliance to their schedules.
- Schedule and track time off phones for miscellaneous activities such as meetings, trainings and coachings.
- Administer and maintain vacation and other time off allowances for Center personnel.
- Work with Supervisors and Managers to manage day to day operations to ensure Service Level goals are met.
- Collect and summarize agent productivity and adherence data as well as call center data for weekly GAP call with Busines Managers.
- Participates in special projects, teams and initiatives as needed.
Candidate Info
10
years in workforce
7
months at this job
BS
Business Management
Workforce Analyst
- Develops schedules to align with forecasted volumes utilizing Genesys WFM software.
- Develops and approves daily time off allotments for staff.
- Maintains and analyzes daily records of actual volumes and compares to forecast to make recommendations for staffing or schedule changes.
- Maintains staffing records, analyzes attrition and develops hiring plans for long and short term planning efforts.
- Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements.
- Ensures regular and consistent communication on workforce management related topics to assigned business units.
Candidate Info
8
years in workforce
3
years at this job
BS
Business
Workforce Analyst
- Responsible for two team members providing analytics services to HR community. Analyze incoming requests and ensure team provides insightful analytics solutions using a mix of technologies such as QlikView, SuccessFactors Workforce Analytics, Ad hoc reporting and Business Objects.
- Work with cross-functional teams in HR and IT to gather requirements, develop and deploy technology solutions such as data visualization and self-service tools like QlikView dashboards to business and HR users in areas like recruiting, talent management, compensation and diversity. Persuade and train users to adopt new technology.
- Spearhead implementation efforts of SuccessFactors Workforce Analytics, including project managing validation, configuring role-based security, expanding user base through training and outreach.
- Analyze diversity data and survey results to find trends to develop human resources strategy.
- Improve existing processes and establish new processes to maximize team effectiveness and efficiency.
- Perform ad-hoc analysis using Business Objects, Excel, SQL and SuccessFactors Analytics and present analysis to users through PowerPoint.
- Trained and supervised 2 new team members and delivered tasks successfully as a team during supervisor’s extended absence and 2 new team members.
Candidate Info
14
years in workforce
4
months at this job
Workforce Analyst
- Monitor daily agent service level and recommend adjustments to schedules based off of call patterns.
- Compile and analyze daily, weekly and monthly call center performance reports.
- Enforce agent schedule adherence and compliance and recommend schedule changes to management.
- Process PTO requests and update schedules including advising Leadership team if PTO approvals create a risk.
Candidate Info
7
years in workforce
3
years at this job
Workforce Analyst
- Analyze staffing trends and provide real time data to operations team upon request.
- Ensure day to day metrics are met while addressing any immediate concerns in a timely fashion.
- Monitor all offline time for call center representatives and offer suggestions to maintain a proper balance.