Workforce Manager Resume Sample
Demario Tremblay
7017 Silas Ford,
Phoenix,
AZ
+1 (555) 183 9818
Work Experience
Workforce Manager
10/2016
-
PRESENT
Detroit, MI
- Very strong working knowledge of MS Excel and MS SharePoint
- Demonstrable stakeholder management and business engagement experience
- Liaises with Operations to deliver effective staffing and scheduling strategies for business uni ts
- Validates inputs/outputs of workforce management tool(s) and direct repo rts as required to insure effective and efficient staffing/scheduling within th e respective sites/business units
- Monitor and review processes, inputs and outputs for process imp rovement recommendations and changes
- Validate fo recast and staff planning against actual and budget
- Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation
Contingent Workforce Manager
07/2010
-
08/2016
New York, NY
- Monitors inbound call traffic and ensures efficient distribution based on staff availability (workforce management)
- Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner
- Utilizes call volume reports and coordinates and completes capacity planning with call centers
- Develops, monitors and reviews performance reports and service performance trends for each account against the
- Develops individual ‘runway’ for EWFM and/or Data Analytics and Reporting roles gaining the following competencies: Leadership, Relationship Management, Frontline Management, Coaching, Problem Solving and Strategic Thinking
- Meets key milestones and timelines established during the program
- Contributes to the program’s success by playing an active role in your development
- Proactively builds and demonstrates a solid understanding of EWFM and/or Data Analytics and Reporting practices and policies
- Ensures compliance with EWFM / Phone Channel / TD Bank Group values and priorities
Senior Workforce Manager
07/2005
-
06/2010
Dallas, TX
- Partners with executives and participates in the success of the business by offering strategic solutions which align with the CoE support responsibilities
- Acts as a champion to support the vision of the business and EWFM through leadership
- Leads by example – Influences the success of direct and indirect reports
- Maintains working relationships with key Business distribution and Shared Services leaders and teams
- Liaises with distribution sites to deliver effective staffing and scheduling strategies for the business (Pillars)
- Represents eWFM functions at FTE Governance, MOR, Strategic planning and project meetings
- Provides recommendations and analyses for new business
- Resource Model Management including
- Month end reconciliation to PeopleSoft
Education
Colorado State University
2001 - 2005
Bachelor's Degree in Related Field From
Professional Skills
- People management/coaching experience, and influencing skills. A proven track record of managing teams in nascent org structures
- Strong English communication (verbal and written) skills with a strong customer service focus
- Planning and organizational skills that effectively allocate and manage resources across the sites
- Excellent speaking-listening-writing skills, attention to detail, and a proactive self-starter
- Strong mentoring and relationship building skills with ability to manage group and interpersonal conflict situations
- Strong scheduling experience, project or operations focused. Preference for high volume production scheduling experience
- Demonstrated advanced skillset utilizing Excel
How to write Workforce Manager Resume
Workforce Manager role is responsible for analytical, leadership, software, reporting, training, english, organization, excel, marketing, recruiting.
To write great resume for workforce manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workforce Manager Resume
The section contact information is important in your workforce manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Workforce Manager Resume
The section work experience is an essential part of your workforce manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous workforce manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular workforce manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workforce Manager resume experience can include:
- Strong people management skills, with an interest in developing people and the business as a whole
- Proven problem-solving and analytical skills with an ability to approach a problems logically and systematically
- Very good numeracy data analysis and presentations skills
- PC literate with good system navigation skills
- SPOC for My Profile (the central repository for the skills and experience of all Atos employees worldwide)
- Excellent MS Office Application skills (Excel, Power Point, others)
Education on a Workforce Manager Resume
Make sure to make education a priority on your workforce manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your workforce manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Workforce Manager Resume
When listing skills on your workforce manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical workforce manager skills:
- Possess strong leadership skills and the ability to manage and communicate effectively to all levels of the organization
- Excellent communication skills and good team player
- Demonstrated presentation/training skills and verbal communication including good voice quality, diction and articulation
- Excellent interpersonal skills with the ability to assist in building strong team dynamics and relationships with complex cross-functional teams
- Exceptional communication skills with ability to influence effectively
- Versatility and flexibility to respond and adapt quickly and effectively to multiple priorities
List of Typical Experience For a Workforce Manager Resume
1
Experience For Contingent Workforce Manager Resume
- Look for opportunities to introduce new and effective solutions to resourcing challenges and monitor their effectiveness
- Able to multi-task, applying operational and project management skills
- Significant experience (5+ years) in a call-center environment, including some (1-2 years) customer service experience
- Effectively interpret data related to internal and external customer needs to drive operational improvements
- Monitoring performance, budgets, quality and ensuring a seamless customer experience is achieved
2
Experience For Contact Center Workforce Manager Resume
- Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration required
- Experience working in a regulated industry (e.g. medical device, biopharma, banking, automotive, etc)
- Experience supervising or managing technical staff
- Review forecasting accuracy and schedule effectiveness and work with WFM Analysts to reduce variations
- Build strong rapport and lasting cross-functional partnerships across multiple lines of business
- Experience with at least one Workforce Management system
- Relevant experience
- Experience of reporting on key recruitment and workforce utilization metrics, identifying trends and taking action to maintain positive progress
- Experience of working in the IT consulting field would be beneficial
3
Experience For Senior Workforce Manager Resume
- Strong administration capability with the ability to work to tight deadlines
- Optimize the use of department technology and workforce management techniques to improve contact center efficiency and effectiveness
- Experience in multi-site call center management.
- Managing contracts (worth 180 million / year) - Defining, monitoring and acting on SLA’s and KPI’s
- Implementing changes in laws and regulations-Timely implementations of new or changing laws and regulations such as GDPR
- Being able to advice on My Atos related tooling
- Ensuring staff optimization (service levels, occupancy, AHT, etc.) for LOB’s
- Knowing the market - Know the current trends in the labour market and the professional services field
- Understanding of industry best practice in the areas of contact delivery, resource allocation or contact centre operations and workforce management technology
4
Experience For Workforce Manager for Return Calls Resume
- Working knowledge of BI tools
- Understanding of call center planning and routing software and programming requirements (Knowledge of Human Resource policies and procedures
- Forecasting contact volume and staffing requirements
- Utilizing IEX Workforce Management for reporting purposes
- Leading the Outsourcer relationship for a domestic 3rd party call center
- Overseeing intraday management of scheduling procedures, real time analysis of workforce requirements to manage performance to service level requirements
- Reporting and Analyzing WFM-related call center statistics
5
Experience For Workforce Manager Ayala Avenue, Makati Resume
- Developing and supporting a continuous improvement process within WFM
- Achieving operational targets and SLA’s
- Working collaboratively with key stakeholders (e.g., call center management, HR, client leadership, and IT teams)
- Support the developing, improving, & managing WFM processes such as forecasting, scheduling and real-time & intraday management
- Be naturally curious and recognize when something is off, diving deep to figure out what is going on, and taking thoughtful action to fix it
6
Experience For Contingent Workforce Manager Netherlands Resume
- Workforce management of call center staff including forecasting, scheduling, and call volume management, maximizing efficiencies
- Responsible for reporting and analyzing KPI’s and taking actions towards their improvement (utilization, billability, headcount and cost)
- Oversee the use of WFM platform for scheduling, tracking and monitoring, and advise on needed enhancements or updates to the platform
- Lead WFM team to deliver high-quality/high-accuracy Forecasting, Capacity Planning, Scheduling and Real-Time results
- Change management - Identifying, initiating and realizing opportunities for improvement both in quality of supplied resources as in financial performance
7
Experience For B&PS Workforce Manager Resume
- Has a detailed understanding of WFM CoE’s overall strategic approach to planning, forecast and budgeting
- Has a full understanding of the business in a changing, dynamic environment, including channel mix and regional requirements
- Educate hiring managers and internal stakeholders on program processes and policies by leading program education efforts, and communicating program updates
- Has the authority to hire employees and recommends as to the hiring, firing, advancement, promotion or any other change of status of other employees
- Extensive knowledge on understanding how call scheduling impacts a business environment is required
8
Experience For Hms Workforce Manager Resume
- Maintain open channels of communication across Customer Service organization to solve for scheduling and staffing issues
- Evaluate improvement solutions across Customer Service forecasting and scheduling processes
- Participate in demand review process to evaluate forecasting software and supporting systems
- Identify, research and manage service level risks related to scheduling and staffing; notify call center management and propose solutions
- Provide training, coaching and development support to team members in all aspects of Workforce Management
- Oversee all details of monthly scheduling and weekly intra-day planning to preemptively recognize and resolve risks to service delivery
- Maintain team engagement providing recognition and removing team barriers
- Continuous improvement-Proposing and implementing improvements both administratively and financially
- Responsible for oversight and day to day operations of UPMC Health Plan's member touchpoints, including reporting on the performance
9
Experience For Workforce Manager With Russian Resume
- GTCO-IS Resource Management Support for capacity planning, resource assignment, resource management, operational reporting and resource governance
- Directs the planning and implementation of integrated resource planning. Ensures forecasts, schedules and analytics are timely, accurate
- Responsible for identifying and resolving issues, problems, and concerns with employees
- Forecasts training and recruiter needs to Performance Management (training) and Recruiter (New Personnel)
- Work with training and operations to coordinate forecasting plan to all outsourced partners and internal call centers
- Assist in coordinating Manager and Supplier program training
10
Experience For Workforce Manager, Temporary Resume
- Provide accurate call volume forecasting models using historical data and performance metrics
- Create and maintain schedules to optimize lunches, breaks, team meetings, coaching sessions and training with minimal impact to service level
- Develops and owns improvements to the staffing process to ensure call handling and efficiency goals are consistently met
- Basic understanding of data modeling and data organization desired
- Full understanding of CS Staffing plan model and Amazon WFM metrics
List of Typical Skills For a Workforce Manager Resume
1
Skills For Contingent Workforce Manager Resume
- Operate effectively in a very fast paced, complex environment required
- Demonstrated ability to effectively influence others to accomplish Health Plan business objectives
- Coaching and developmental skills with senior leadership and well as direct reports
- Experience with Contact Center forecasting and staffing models including experience with Genesys
- Good understanding of technical profiles in IT; specific experience with infrastructure roles would be an asset
- Proven success in finding solutions to enhance the customer service experience
- Prior experience supporting a powerful brand know for their customer-centric approach
- Prior experience managing WFM analyst, support team or contact center
- Well-developed skills in the area of influencing, present alternatives, resolving conflicts and minimizes high-risk situations
2
Skills For Contact Center Workforce Manager Resume
- Proven experience with real-time workforce allocation
- Great organizational skills and an eye for detail
- Operational experience in high volume multi-channel, multi-skill and multi-site contact center environments
- Basic excel and analytic skills
- Develop ways to test or quiz analysts to improve their skills
- Proven ability to influence stakeholders at multiple levels while building and maintaining effective relationships and partnerships with key stakeholders
- Proficient of Microsoft Office products and PC skills required
- Effectively liaise with the supported businesses, other members of WFM as well as other areas of the Bank
- Experience of 5+ years workforce management, 3 years of supervisory experience and a familiarity with NICE applications
3
Skills For Senior Workforce Manager Resume
- Strong understanding of Call Center technology to include WFM solutions, IVR’s, ACD’s, ACD reporting, and contact routing strategies
- Proven track record of leading change, driving performance, and reducing operational defects
- Strong understanding of ACD’s and ACD reporting (preferably Avaya)
- Experience customizing Cisco reports and implementing new software / applications useful
- Proven track record of working in a team environment and communicating with all levels of management
- Experience in statistical modeling or staffing requirements
- Extensive experience with forecasting/capacity planning and multi/Omni-channel analytics and strategy
- One-year experience working with scheduling software
4
Skills For Workforce Manager for Return Calls Resume
- Build effective working relationships with internal departments and client
- Knowledge of contingent labor related policies and guidelines, and how they align with sourcing labor, or equivalent experience
- Experience with creating report functional requirements
- Experience in data analysis and reporting
- Experience managing teams with analytical profiles
- Experience of managing a team of Team Members
- Two years supervisory and training experience
5
Skills For Workforce Manager Ayala Avenue, Makati Resume
- Experience doing coordination and workforce management in a high-volume, deadline driven and fast paced production environment
- Experience in managing large call volume with an emphasis on high touch service, workforce manager systems, and advanced call center technology
- Experience in managing a large number of staff
- Experience analyzing large amounts of data to develop reports, define trends and identify solutions to improve areas of opportunity
- Advanced experience with forecast/financial tools including Tableau, Microsoft Excel and Microsoft Access
6
Skills For Contingent Workforce Manager Netherlands Resume
- At least twelve years or more of management experience in a fast paced, rapidly changing operations environment
- Experience leading technical and non-technical resources
- Experience developing project budgets based on the development of Work Breakdown Structure (WBS) and a 3 point estimation process
- Excellent competency with MS Excel (specifically) and Ms-Office
- Demonstrated ability to support small projects or support a project manager
- Identifies operational needs to ensure call-handling goals are met in the most cost effective and efficient manner for current and future centers
- Proven ability to assemble and lead high-performing teams
- Work in an environment with immediate deadlines and shifting priorities
- 3+ of business intelligence, data mining or analyst responsibilities/experience
7
Skills For B&PS Workforce Manager Resume
- Experience implementing new software/applications is desired
- Identify risks and opportunities to Management and prioritize competing demands for resources
- Experience leading a team in a Business Analysis or equivalent role
- Experience with scheduling systems similar to Impact 360
- Basic understanding of and experience with extract, transform, load (ETL) concepts, tools, and practices desired
- Experience with workforce management software (e.g. Verint)
- Experience with creation of associate scorecards
- Strong desire to optimize procedures
- Contact center workforce management experience
8
Skills For Hms Workforce Manager Resume
- Call center/workforce management experience
- Sufficient experience in analysis required
- Experience in Contact Center Workforce Management administrative positions required (manager, supervisor level)
- Experience in analysis required
- Experience in a Workforce Management or equivalent role
9
Skills For Workforce Manager With Russian Resume
- Experience with MS Excel, VBA, SQL and knowledge of Data Warehouse and business intelligence systems
- Experience with relational databases and ability to comprehend moderately complex SQL logic desired
- Proven ability to lead team members, coach potential and manage performance
- Strong commitment to service and WFM support delivery
- Experience in outbound contact center
- Has authority to waive or deviate from company policies and procedures without prior approval if needed to ensure workforce management
- Skilled in use of Advanced Excel Tools
10
Skills For Workforce Manager, Temporary Resume
- Skilled in use of What-if Analyses
- Contact center experience
- WFM experience
- Strong business, operational and procedural knowledge of a call center
- Master multiple priorities
- Proven success in improved performance in key service center metrics (i.e. customer satisfaction, process and metrics, etc.)
- Workforce software experience with IEX / NICE or comparable
- 1+ Experience as Workforce Analyst for a CS organization
List of Typical Responsibilities For a Workforce Manager Resume
1
Responsibilities For Contingent Workforce Manager Resume
- Create and implement new Standard Operating Procedures (SOPs), and/or improve existing SOPs within WFM SKILLS
- Professional work experience which includes a combination of experience in: HR management, Vendor Management, Contingent Workforce or Strategic Sourcing
- Exceptional relationship and rapport building skills
- Understanding of call center planning and routing software and programming requirements
- Supporting in identifying training needs of individuals and the team
- Advising management on topics concerning resources and business demands
- Scheduling and Forecasting
2
Responsibilities For Contact Center Workforce Manager Resume
- A firm comprehension of forecasting fundamentals including seasonality, trend analysis, linear regression modeling and discreet interaction modeling
- Create “What If” scenarios and present recommendations for staffing, forecasting, and budgeting purposes
- Work with human resource, recruitment and training to coordinate hiring and training of new employee resources
- Oversee short-term workload forecasting, proactive scheduling of discretionary activities such as training, meetings and overtime
- Lead workforce planning process across multiple locations, ensuring each site is managing the metrics at the detailed level
- Work with Legal and Compliance to ensure the onboarding and off boarding of the contingent workforce follows company policies and external governing entities
3
Responsibilities For Senior Workforce Manager Resume
- Has a full understanding of the business in a changing, dynamic environment, including channel mix and regional requirement
- Helps develop the Contact Center planning / staffing process
- Support the Contact Center in meeting/exceeding First Call Resolution, Quality, RPC, Delinquency, and CSAT goals,
- Identify and properly handle complex issues requiring a high level of expertise in making decisions
- Build shift/rotating patterns in liaison with the Functional Planning Managers
- Implement tools and processes to enable contingent workforce reporting by partnering with IT and HR
4
Responsibilities For Workforce Manager for Return Calls Resume
- Design and conduct continuous self-monitoring to ensure full compliance with company policies and governing entities
- Deep understanding and expertise in Workforce Management practices, procedures and underlying theories
- Be willing to learn; be accepting of change
- Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations
- Responds to and resolves day to day operational issues including resolving issues with Integrations and Downstream IT systems
- Conduct User Acceptance Testing (UAT) and defect resolution testing
5
Responsibilities For Workforce Manager Ayala Avenue, Makati Resume
- Maintain connection to Recruitment on all hiring
- Has the discretion to make decisions affecting the Center’s workforce
- Has the authority to formulate, interpret and implement policies regarding workforce issues
- Ensure pay practice guidelines are being followed
- Direct reporting to Workforce Manager
- Recent workforce planning/management in a large scale call center
- Provide oversight of resource scheduling to balance resource supply with customer demand
6
Responsibilities For Contingent Workforce Manager Netherlands Resume
- Evaluate reporting needs across EMEA Customer Service organization
- Review reporting and analysis to identify trends and improve workforce management process
- Work closely with business partners to forecast staffing and facility requirements to ensure resource availability required to meet company goals
- Identify business opportunities and risks by analyzing current customer service industry trends and best practices
- Advise Senior Leadership of key operational issues affecting efficient labor management
- Analyzes contact volumes and patterns. Ensures contact center and staffing models include accurate, updated information
- Manage long-term forecast / staff plan and monthly staff plan / budget meeting
- Oversee communication to new hires on schedule process and Involvement of employees into the scheduling process
7
Responsibilities For B&PS Workforce Manager Resume
- Collection, analysis and reporting of the center, process and team/associates performance metrics
- Drive a culture of root cause analysis, with a focus on removing variation from the system and defects from processes
- Manage key performance metrics and subsequent drivers, implementing actions for improvement
- Create strategies to maximize resources, while improving service to our customers
- Establish and maintain communication channels regarding events that impact calls
- Manage all scheduling related communications to the site
- Ensure workforce scorecard, including adherence, is reviewed in bi-monthly meetings
- Develop and maintain business continuation / disaster recovery plans for site routing
- Drive performance of workforce managers and analysts to the highest level, creating a culture of accountability and execution
8
Responsibilities For Hms Workforce Manager Resume
- Partner with Business leaders across multiple business units to educate and inform on policies and procedures involving the contingent workforce population
- Coordinate with MSP program manager to ensure all onboarding activities for new contingent staff are completed
- Liaise with Contingent Workforce Program manager to ensure all projects and activities relating to the program are completed and tracked appropriately
- Assess issues quickly to problem solve a variety of contingent labor related staffing needs
- Could also have longer term impact on unit cost and Customer Satisfaction through alignment of calls to available resource and the planning of this activity
- Able to work varied hours of the day, including occasional weekends and holidays
- Charity Donation matching -- we match, dollar-for-dollar, charitable donations up to $250 per Solutionary, per year
9
Responsibilities For Workforce Manager With Russian Resume
- Proactive, self-motivated and flexible with an entrepreneurial attitude that can thrive in a growing organization
- High level of empathy and positive encouragement with members facing a stressful time in their career
- Support administration, setup and utilization of different WFM software and ACD reporting tools
- Manage short-term and long-term forecast and lead monthly forecasting plan
- Work in lock-step with CS Operations, Capacity planning and Finance leadership
10
Responsibilities For Workforce Manager, Temporary Resume
- Coordinate with Operations, HR, Recruitment, Training and Facilities across multiple locations to execute short term and long term capacity movements
- Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
- Responsible for the availability of relevant information for official reporting purposes
- Proactively manages ongoing relationships with strategic, high risk, and operational suppliers to achieve continuous improvement opportunities and innovation
- Identify and recommend training requirements to national clients based on observation and interaction with the Regional Adjudication centres
- Act as a subject matter expert and escalation point in handling relatively complicated, unusual or sensitive issues, problems or requests
- Manage staffing ratios and seat utilization/optimization to ensure Contact Center goals are achieved
- Document various resourcing processes
- Provide monthly reporting on achievement against TOM targets
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