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Click here or scroll down to respond to this candidateCandidate's Name
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Summary:Proficient Workforce Analyst, adept at collecting, evaluating and modeling data set to make forward-thinking improvements to Workforceplans, Well organized and knowledgeable with skills in complex problem solving and strategic decision making. Prepared to offer 10 years of experience and seeking a dynamic new position.Core Competencies:Customer Service, Leadership, Staff supervision and development, Coaching, Data Analyst, reporting, Team Building and Support. Professional Experience:Workforce Management Analyst (2007-2023) Charter Spectrum-Worcester, MA 01606.Job Description:Workforce analysts interpret, analyze and make recommendations that improve a workforce. Reducing overhead and increasing customer satisfaction and experience.Workforce ensure service-level targets are met and maintaining the proper headcount while calculating call capacity. Workforce analysts are also responsible for maintaining and updating scheduling and forecasts. Improve processes and increase efficiency by recommending relevant and necessary changes. A Workforce Analyst must ensure sufficient staff is available to perform required tasks and produce reports to human resources and directors/managers to determine whether employees are being utilized effectively and develop strategies including recruiting qualified staff.Responsibilities: Attend morning/afternoon call performance review and upcoming communications. Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations. Review reporting and communications to ensure accuracy and clarity. Monitor and report on system scheduling functions, corrective plans of action as required. Monitors in real time response to events and incidents such as application failures, unproductive state, call handle time. Optimize and implement ongoing training, onboarding processes for new hires. Design, build and maintain databases, tracking spreadsheets and key service statistics. Communicate effectively with internal and external customers in accordance with company policies, procedures and common practices.Education:Business Management (Staten Island University)Psychology/Communication (Long Island University)Proficient with Microsoft Word, Excel, outlook.Strong Leadership, time management, critical thinking skills. Proficient language spoken, English, French, Haitian Creole. |
