Workforce Planning Resume Sample
Javier Monahan
4737 Nienow Valleys,
Los Angeles,
CA
+1 (555) 507 1519
Work Experience
Senior Workforce Planning Analyst
03/2017
-
PRESENT
Phoenix, AZ
- Manages at least two direct reports. Management responsibilities include, but are not limited to hiring, coaching, skills development, recognition and rewards, staff productivity and performance management to include disciplinary actions up to and including termination
- Manages the development of accurate and dependable modeling that includes various scenarios for HR projects/initiatives and their impact on the business. This includes but is not limited to, the development of special projects focused on internal and external assessments, studying demographic and economic data, and understanding and applying data in support of organizational business plans
- Builds various statistical and operations research predictive models to optimize the return on investment for decision making
- Manages the preparation of analyses and presents recommendations related to workforce planning, future resource planning, automation, process improvement, and cost and impact analysis for initiatives impacting the business area
- Engages company business leaders in business strategy discussions to determine workforce implications; translates business strategy into human capital needs and potential impacts
- Manages process improvements and business/analytic model development for Human Resources department
- Oversees and guides team to determine workforce supply/demand gap and forecasts available pool(s) of talent (e.g. collecting, interpreting and analyzing demographics, current and projected staffing levels, current and projected skill mix, turnover trends, retirement risks and external labor market data.)
- Liaise with the technical team for solution development and technology, tool sets and data needs
- Assists and collaborates with Legal counsel in data mining and analyses
AVP Workforce Planning Center Services
03/2014
-
11/2016
Philadelphia, PA
- Six or more years relevant work experience
- Advanced knowledge of Microsoft Office tools to include Word, Excel, PowerPoint and Access
- Advanced knowledge of data analysis tools and techniques
- Intermediate knowledge of statistics
- Intermediate knowledge of data warehouses and data marts
- Experience partnering with business leaders
- Experience with HR practices and programs in one or more HR Specialty Area (Compensation, Benefits, People Relations, People Development, Diversity & Inclusion, Analytics, Organization Development/Design)
- Knowledge of company adopted software tools including SAP, SuccessFactors, Salesforce
- Skilled in the use of Tableau, SQL, R/Python or comparable data analysis tools
Workforce Planning Internship
04/2009
-
10/2013
San Francisco, CA
- Oversees and directs the effective implementation of HR policies, procedures and provides labor market analytics and data relating to proper HR staffing and compensation for Company start-up operations
- Participates with and coordinates analytical support for key decision-makers in setting business goals, objectives, strategies and action plans. Provides insight and guides management on issues
- Teams with the business to define data needs and requirements to develop human resource reports that solve business problems and reporting needs. Prepares operational and strategic briefing materials for senior management in support of major programs and functions
- Serves on the steering committee working directly with HealthTrust Workforce Solutions (HWS) with respect to labor management applications and tools (Facility Scheduler and ISAS) to facilitate HCA’s interest in the strategy, direction, development, and delivery of such tools
- Executive Presence – Championing the organization’s mission and values in an authentic manner; demonstration a poised and confident demeanor that reassures others and commands respect
- Customer Focus – Making customers and their needs a primary focus on one’s actions; developing and sustaining productive customer relationships
- Teams with the business to define data needs and requirements to develop human resource reports that solve business problems and
Education
Kaplan University - Cedar Falls Campus
2004 - 2008
Bachelor's Degree in Business
Professional Skills
- Excellent relationship management and negotiation / influencing skills
- Project/program management, process development, influencing and consulting skills
- Exceptional reporting and attention to detail skills combined with the ability to analyze multiple data sources
- Advanced PC skills, in particular MS Excel and PowerPoint
- Advanced Microsoft Excel skills (Macros, VLOOKUP, Pivot Tables, etc..) and abilities to create and work in complex financial models
- Workforce planning experience can be substituted in lieu of experience
- Formal, verifiable training and experience in workforce analysis, design and/or planning is strongly desired
How to write Workforce Planning Resume
Workforce Planning role is responsible for business, presentation, analytical, training, staffing, leadership, excel, software, consulting, finance.
To write great resume for workforce planning job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workforce Planning Resume
The section contact information is important in your workforce planning 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 Planning Resume
The section work experience is an essential part of your workforce planning 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 planning 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 planning position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workforce Planning resume experience can include:
- Demonstrate strong leadership skills and the ability to mentor and coach both your team and the greater organization
- Communicates equally effectively in business and technical terms
- Experience creating dashboards, scorecards to display analysis of program effectiveness, and overall trend analysis
- Skilled in workforce planning
- Demonstrates analytical curiosity; proactively seeks solutions and presents recommendations on driving operational efficiency
- Skilled in interpersonal, group and organization dynamics
Education on a Workforce Planning Resume
Make sure to make education a priority on your workforce planning resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your workforce planning 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 Planning Resume
When listing skills on your workforce planning 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 planning skills:
- Excellent organisaational skills and attention to detail
- Demonstrate leadership skills and the ability to mentor and coach both your team and the organization
- Highly effective consultation and presentation skills
- Excellent interpersonal, communication and negotiation skills and is a self-starter and a team player
- Assign new implementation orders based on resources, skills, capacity and priority of project deliverables
- Demonstrated experience modelling workforce trends and analytics, including the utilization of various forms of data analysis
List of Typical Experience For a Workforce Planning Resume
1
Experience For Senior Workforce Planning Analyst Resume
- Workforce experience
- Perform detailed data exploration and validation from a variety of sources as needed for development of new models
- Ensure the talent acquisition reporting requirements are accurate and meet deadlines and identify process and reporting initiatives and improvements
- Participates with and coordinates analytical support for key decisionmakers in setting business goals, objectives, strategies and action plans
- Teams with the business to define data needs and requirements to develop workforce forecast reports that solve business problems and reporting needs
- Prepares operational and strategic briefing materials for senior management in support of major programs and functions
- Statistical Software – ( Minitab, SAS, R, ) Strategic Workforce Planning Knowledge
- Collaborates on defining business data needs and IT infrastructure to ensure integrity of HR data
- Provide continuous improvement suggestions for reporting (e.g., automation of manual report compilation)
2
Experience For Manager, Workforce Planning & Analytics Resume
- Engage with BU leadership team to participate in business planning activities
- Act as a reporting & analytics consultant with functional partners as needed
- Manage a team of ~10 workforce planning professionals; recruit, coach, and develop talent; define performance standards and set direction for the team
- Knowledge of HR policies, practices and programs
- Identifies opportunities and potential solutions
- Synthesizes analyses, identifies root cause(s) and provides recommendations that influence business solutions
- Directs the preparation of analyses and presents recommendations related to workforce planning, future resource planning, automation, process improvement, and cost and impact analysis for initiatives impacting the business area
- Determines workforce supply/demand gap and forecasts available pool(s) of talent (e.g. collecting, interpreting and analyzing demographics, current and projected staffing levels, current and projected skill mix, turnover trends, retirement risks and external labor market data.)
- Manage the internal training function, including supervision of the staff responsible for developing training materials and conducting training. Develop and implement a process to evaluate and improve training outcomes
3
Experience For Head of Workforce Planning Resume
- Serve as primary liaison with Magellan?s business partners for staff recruitment and performance management
- Manage the timely production of accurate reporting for all ACD agent, team and overall CMC performance. Coordinate all telecommunication and facility changes required in the CMC. Serve as the CMC?s primary interface with the Information Technology department for operational performance issues and equipment requirements
- Support the strategic planning process at the account level, including formulation of the business plan and developing plans for our add-on sales and new business
- Identify root cause factors when service performance objectives fail to be met. Working with other members of the leadership team, utilize all available tools to identify and implement corrective steps
- Accountable for oversight and management of all timeliness objectives and performance guarantee targets for the business; management of queue volumes, identification of technical issues resulting in lack of compliance and timeliness
4
Experience For AVP Workforce Planning Center Services Resume
- Manage the timely production of accurate reporting for all ACD agent, team and overall business unit(s) performance. Coordinate all required telecommunication and facility changes. Serve as primary interface with the Information Technology department for operational performance issues and equipment requirements
- Manage team resources within accountable budget; participate in the budget planning process by forecasting call volumes and related resource requirements
- Identify root cause factors when service performance objectives fail to be met. Work with other members of the leadership team and utilize all available tools to identify and implement corrective actions
- Develop and maintain a monthly scorecard, stewardship reports, and weekly reports to measure performance against targets
- Consult with key partners on ad-hoc analytics, contract on scope and deliverables, complete ad-hoc queries for data analysis and provide insights to transform the data to actionable wisdom
- Work with various team members to identify and incorporate changing business requirements
- Analyze, interpret and communicate data to various stakeholders
5
Experience For Analyst, Workforce Planning Resume
- Build and deliver presentations for leadership teams
- Ensure analytical processes run smoothly and document procedures as required
- Participate in additional team projects
- Help define Visa’s Workforce Strategy, in key segments of populations/roles, by proactively researching emerging macro-economic labor trends and bringing analytical insight from diverse forecasts related to company financials, business metrics etc
- Developing points of connection between external trends and current workforce issues
- Own the publication of weekly IDP’s, populate weekly over/under reports and other dashboard reporting
- Engage with RNEA leadership team to participate in business planning activities
- Engage with RMED leadership team to participate in business planning activities
6
Experience For Senior Manager, Workforce Planning Center Resume
- Engage with the leadership teams to participate in business planning activities
- Compile and deliver key business reports to SVP, Sr. OPAM & OPAM’s (Over/Under, monthly scorecards etc.)
- Collect transaction data at operations’ locations for labor requirements analysis
- Introduce, test, document, and train stores on DayforceHCM upgrades or new technologies through Webinars or WebX’s
- Oversees and maintains the Workforce Management (WFM) Platform
7
Experience For Team Lead Workforce Planning Resume
- Develop Management strategic report and values added analysis on a weekly / Monthly and quarterly basis
- Contribute to special projects and other tasks required by the Management director & VP. Each project is systematically communicated to Business case & Planning analyst and impact evaluation is determined in partnership with Project Management team
- Run scenario for all ongoing or upcoming projects or promotions. Factorize changes in capacity model. Evaluate the impact in term of addition/reduction of FTE requirements
- Develop different predictive Model use to evaluate future capacity (Customer base Calling, Average handle time, shrinkage)
- Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month : work volume forecast, average handling time, load factors, attrition, CBC, Load balancing mechanism
8
Experience For Manager, Workforce Planning Resume
- Provide all Line of Business partners within Call Centre with recommendation to typical challenges encountered in a call centre environment: seating, call routing, workforce scheduling
- Act as an advisor for Project Manager. Validates Project Managers estimates and gathers all information and determines any collateral impact created by the project, i.e. additional training, reduction or increased on key driver
- Defines BMS’ approach to workforce planning based on external and internal benchmarking of best practices, and continues to keep the tools, practice and process relevant and effective
- Partners with BMS LT members, Finance, HRBP’s and Business Insights and Analytics to build a 3 year work force plan in support of our Business Strategy and Long Term Financial Plan
- Design, and ensure continuous improvement, of the talent strategy to accelerate the development of high potential talent at all levels within BMS. Advises HRBP’s, People Services and Business Leaders on effective implementation
- Designs accelerated talent programs and works closely with HRBP’s, People Services, Business Leaders and external partners to ensure an impactful and meaningful experience
- Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month: call volume forecast, average handling time, load factors and attrition
- Provide business partners with potential solutions to typical challenges encountered in a contact centre environment: seating, call routing, business case ROI, KPI reporting
9
Experience For Workforce Planning Co-ordinator Resume
- Provide leadership to collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances
- Providing mentorship, guidance and career development
- Lead and enable a lean high-performing team of specialists
- Support the sizing and scoping of new investments and provide analytical support to internal teams for initiatives and special projects as needed, such as launches of new products/ workflows
- Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating units and sites. Clearly communicate opportunities and site strategies
- Develop frameworks and solutions to high-level questions and concepts Excellent project/program management, process development, influencing and consulting skills
- Experience in capacity planning, long-term forecasting and workload distribution
- Share insights and findings about emerging human capital and organization effectiveness trends with COHREs and business leaders
10
Experience For Workforce Planning / Bench Analysis Resume
- Lead and enable a lean high-performing team of specialists, providing mentorship, guidance and career development
- Partner with CoHREs and business leaders to undertake descriptive and predictive analyses, interpretation and action planning on specific business topics
- Possesses the ability to accomplish clear, concise analytics surrounding KPI success or challenges and present to senior level management (Tier III)
- Subject matter expert for assigned lines of work as well as, line adherence application and productive hour modeling process (Tier III)
- Able to facilitate capacity planning calls for Tier II queues and / or on manager request (Tier III)
- Identify and gather data on workforce, business and external HR and business trends
- Build and maintain standardized scorecards on topics relevant to the organization supported
- Proactively prepare and present analysis and interpretation of data on topics of importance to the business (e.g., analytics about trends, benchmarking, key human capital topics)
- Analyze and interpret workforce and business data to identify workforce trends across the organization
List of Typical Skills For a Workforce Planning Resume
1
Skills For Senior Workforce Planning Analyst Resume
- Superb decision-making and problem-solving skills backed by data and facts
- Solid educational background in mathematics or equivalent experience, including algebra and statistics
- Presentation skills are desired
- Work with the Talent Team to pipeline external resources and identify skills gaps with existing workforce
- Experience in Operations management, finance, data analytics or other relevant experience
- Developing strong partnerships across the business to deliver workforce plans
- Seven (7) years of experience in resource management, capacity modeling and planning, managing and working with technical IT/HRIS resources
- Experience specifying, parameterizing, building, and executing talent supply and demand models
- Experience training and developing team members on Strategic Workforce Planning processes and procedures through targeted coaching
2
Skills For Manager, Workforce Planning & Analytics Resume
- Experience leading a high performing teams (preferably in a call center or telemarketing environment)
- Demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations
- Demonstrated Workforce Planning Operations proficiency in supporting two or more portfolio’s within WPO across multiple locations
- Experience of driving business improvements and technology changes through the operational planning process
- Demonstrated track record in workforce planning and analytics, as well as delivering workforce strategies
3
Skills For Head of Workforce Planning Resume
- Experience of Scheduling or Workforce Planning systems
- Relevant Workforce Planning & Forecasting or HR Metrics experience
- Experience from working in a management consulting position or similar consultative roles
- Extensive experience leading workforce management in a call center and processing environment
- Experience with configuring and administering a WFM application, preferably Kronos
4
Skills For AVP Workforce Planning Center Services Resume
- Experience of Resource Planning process in a high-complexity Contact Centre environment
- Experience managing a team of employees
- Experience in a multicultural and global environment and analysis of benchmarking data sources and operational performance
- Prioritize work appropriately while working on multiple projects to meet tight timelines
- Experience in workforce planning and forecast for headcount and FTE
- Analyst experience within Finance, Operations, or Workforce Planning organizations
- Training and Development experience
- Expertise in Excel; basic VBA and Tableau experience helpful
5
Skills For Analyst, Workforce Planning Resume
- Business Intelligence experience
- Data Analytics experience
- Experience with SAP, Power Query, and/or Power Pivot would be considered an asset
- Related experience
- Strong ability to communicate in written, oral and presentation formats
- Strong ability to work in 'white space'
- Publish analysis, reporting dashboards, and analysis for retail initiatives that improve productivity and our customer experience
6
Skills For Senior Manager, Workforce Planning Center Resume
- Three or more years of experience in workforce planning, organizational management, and/or general human resources
- Experience with advanced programming functions, specifically visual basic for application (VBA)
- Demonstrated ability to interact with Senior Management
- Deliver effective results within set deadlines
- Maintain strong contact center knowledge; understand interdependencies of model variables and service level
- Builds effective relationships with ability to influence decisions with senior leaders; Shares accountability for business outcomes
7
Skills For Team Lead Workforce Planning Resume
- Possess solid financial and business acumen
- Working knowledge of advanced spreadsheet applications, database concepts and applications, and predictive modeling/forecasting techniques and SAS
- Gathering and analyzing workforce data to develop responsive and innovative workforce strategies
- Being the central point of contact for managing resource requests for joiners movers leavers processes across a resource base of approx. 1200 people
- Understanding of the components of strategic workforce planning and talent management lifecylce/processes is required
- Hiring requirements forecasting
- Working with the business units and functions, support the HRSPs and leaders in their endeavours to optimize workforce complement and costs
- Understanding of HR operations, data, HR systems, and dependencies
- Meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
8
Skills For Manager, Workforce Planning Resume
- Develop recruiting timeline and lead recruiting efforts for each class, working through the People Committee, GTLs and OBLs.
- Work with Talent COE to define formal learning strategy for rotational participants drawing on existing resources
- Direct WFM team in all aspects of WFM including forecasting, scheduling, and business rules for our eWFM tools
- Adept at problem-solving, including being able to identify issues/resolve them in a timely manner
- Responsible for creating and managing the agendas, minutes and outcomes from the CIO Community resource meetings
- Knowledge of human resources management, talent management, workforce planning, and forecasting
- Understand and implement complex human capital analytics including predictive modeling and statistics
9
Skills For Workforce Planning Co-ordinator Resume
- Acts as mentor to newly hired personnel assisting in the onboarding process (Tier III)
- Basic understanding of data modeling and database management principles
- Ensure data is correctly reflected in our 3 core systems to facilitate accurate reporting, planning and cost recovery
- Work with PMO Lead to ensure that all requirements for program’s overall budget, invoicing and reporting are met and managed proactively
- Partner with data, reporting, and analytics team to develop and distibute targeted workforce planning performance reports to all levels of management
- Scenario based modeling to assist TSCs’ SLT with proactive strategic plans and decision making
- Lead monthly capacity planning review with leadership team and build broad relationships with marketing, implementation, and coordination team
10
Skills For Workforce Planning / Bench Analysis Resume
- Identify, analyze and act on continuous improvement opportunities for workforce planning processes
- Manage compensation-related program components, ensure alignment with program objectives. Work with COE to itemize colleagues and to secure funding
- Support colleagues through the off-boarding process; work with manager and people committee on transition and placement
- Provide support for enterprise analytics, including partnerships with business intelligence group
- Maintain support documentation related to reporting and analytics processes and modules
- Participate in and provide support for both operational and strategic workforce planning processes
List of Typical Responsibilities For a Workforce Planning Resume
1
Responsibilities For Senior Workforce Planning Analyst Resume
- Translate and present complex analytics into readily understandable, practical and actionable insights
- Deliver clear and easy to understand presentations for key stakeholders
- Establish and own end-to-end detailed tracking and control processes for headcount, capacity, billing reconciliation and budget management across complex global operations
- Acts as point of contact for their manager as requested (Tier III)
- Assists managers in the identification, prioritization, planning evelopment, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings
- Project management for implementation, configuration, and upgrade projects related to reporting, analytics, and workforce planning, including Report Center and the Workforce Planning & Analytics module
2
Responsibilities For Manager, Workforce Planning & Analytics Resume
- Develop and maintain dashboards and other analytical tools for HR and the enterprise
- Influence SuccessFactors roadmap through online community involvement and thorough business analysis
- Review quarterly releases and other system changes; study and prepare for impact
- Ensure role-based permissions are aligned with HR security philosophies
- Analyze business processes and consult business partners on system capabilities
- Ensure holistic data reliability through partnerships with other HRIS team members
- Log tickets as needed with IT and SuccessFactors
- In-depth knowledge of HR and talent processes
3
Responsibilities For Head of Workforce Planning Resume
- In conjunction with HR and Business Leaders, define organizational talent transformation requirements around our workforce segmentation and create a plan for our Junior Pipeline/workforce of the future
- Develop online resources (tools, templates, and training materials) to support Strategic Workforce Planning at Comcast
- Provide consultative and analytic support in the strategic and operational implementation of workforce planning
- Assess and refine existing demand models, with emphasis on our ability to track and measure key inputs as well as easily perform 'what-if' analysis.
- Apply critical thinking and sophisticated analytical techniques to define the hours of operation across channels and locations based on customer needs.
- Leads the methodology development for supply/demand workforce forecast models
- Use workforce planning tools (scenario modeling/planning, supply & demand forecasting, trend analysis, predictive modeling) to provide insight and recommendations on workforce plans
- Work with department stakeholders to determine department and BU-specific KPIs and Milestones
- Lead the development and refinement of forecasting and demand models for teams 'new' to WFP, including but not limited to Field Services and Claims processing.
4
Responsibilities For AVP Workforce Planning Center Services Resume
- Help develop service strategies by assisting with estimation of cost/benefits, defining experience requirements, and contributing information and analysis to organizational strategic plans and reviews.
- Synthesize the output of our analytical work to assist in driving strategy, and present findings to leadership in compelling, creative and accessible ways.
- Collaborate with other departments to solve problems and identify trends and opportunities
- Expertise in Excel and Spotfire or other data visualization tools required
- Define hours of operation for each channel and location based on customer needs; as appropriate, develop business case for expansion of Service hours of operation
5
Responsibilities For Analyst, Workforce Planning Resume
- Partner with data, reporting, and analytics team to develop and distribute targeted workforce planning performance reports to all levels of management
- Lead workforce planning of 1,800 employees in 170+ locations: ensure highly accurate demand forecasts, define staffing schedules based on capacity plans, and actively distribute/redistribute resources to match demand in real-time
- Define hours of operation for each channel and location based on customer needs; as approriate, develop business case for expansion of Service hours of operation
- Incorporate new channels including face-to-face, chat, and self-service telephone into forecasting models, capacity plans, and real-time management processes and protocols
- Ensure highly accurate demand forecasts for all demand channels
- Partner with Director, Talent & Workforce Planning, Business leaders, Finance and HR Business Partners to understand workforce requirements in terms of headcount, budget requirements, & skills needed now and in the future
- Prepare reports analyzing current state of the workforce including demographics, job movements, progress against talent development programs, headcount trends, and overall impact to costs
6
Responsibilities For Senior Manager, Workforce Planning Center Resume
- Partner with HRIS and IT to track and improve how we manage on contingent labor workforce
- Assist with meetings, training, calibration sessions with Senior Leadership & key stakeholders to capture feedback on current workforce and talent development plans
- Craft change management communication plans that incorporate best practices to lead workforce planning through change processes or new initiatives relevant to assessing talent and/or succession planning
- Stay current on industry practices & issues related to workforce planning, assessing and communicating their potential impact on the business
- Assist in creating implementation plan(s) for identified HR workforce initiatives
- Perform gap analysis between what gaps exist within current and projected workforce needs
7
Responsibilities For Team Lead Workforce Planning Resume
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Access and Outlook)
- Lead all workforce management processes
- Provide oversight to the Workforce management team
- Develop the annual call center volume and staffing forecasts, by skill set, and update these estimates on a monthly basis to reflect evolving business assumptions
- Develop, implement and maintain a management information system designed to produce daily call center staffing requirement by interval and skill set that result in desired service levels and optimal utilization of call center staff
- Work in partnership with Marketing, Merchandising, Recruiting & Training, Planning & Coordination, Finance
- Produce data analysis that continuously describes the efficiency of each management unit within the Division’s call center structure
- Works with each call center team to eliminate inefficient utilization of resources within his/her team structure
8
Responsibilities For Manager, Workforce Planning Resume
- Conduct business performance reviews to track, monitor, and adjust efforts to produce desired outcomes
- Collect, analyze, and summarize exception reports and provide interpretations to generate process improvements and operational capability; ensure the timely completion and submission of reports and data to meet objectives and regulatory requirements
- Analyze and provide business direction while considering the impact to the overall customer experience including but not limited to modeling and forecasting for open enrollment, holiday and weekend telephone coverage as well as time –off requests. Makes recommendations of alternate shifts, etc
- Monitors and trends associate adherence (lunch, break, late and early departures) as well as unplanned absenteeism and PTO utilization
- Has oversight on the development and distribution of performance metrics to leadership staff
- Accurately determine FTE requirements to ensure service level are met within budget
- Ensure the WFM infrastructure/ processes are aligned with the business objectives, processes and constraints and lead WFM change management strategy, develop timelines and create communication plans
- Prepare proactive operational efficiency recommendations to Ope rationsTeam and Senior Leadership Team and develop / implement proactive/reactive action plans to correct service level challenges
- Capacity Planning and Reporting/Analytics - Manage capacity plans that can cross different LOB’s, determine staffing recommendations and provide input into the budget planning exercise
9
Responsibilities For Workforce Planning Co-ordinator Resume
- Significant operational knowledge of Call center environment, processes and performance indicators used in order to achieve service levels
- Very strong mathematical skills and strong working knowledge of data collection, data analysis, and evaluation (Knowledge of Data Models, Statistical Analysis, MS-Office (Especially Access), Excel is required)
- Partner with Finance, Process Owners and Personal Lines Operations Leaders to project demand (transaction volumes) based on evolving business processes, business growth goals, invest initiatives and special projects
- Develop and maintain robust and comprehensive staffing models base on business inputs and incorporating impacts of timeliness and productivity expectations, turnover and time out of office (planned and unplanned)
- Gather and analyze data to predict volumes, patterns and seasonal trends used to forecast future workload and quantify long and/or short term variable staffing recommendations for annual budget, monthly outlook, and daily/hourly intervals
10
Responsibilities For Workforce Planning / Bench Analysis Resume
- Utilize advanced forecasting techniques and quantitative analysis such as regression analysis, time series and correlation coefficients to refine workload predictions
- Handles highly complex staff models, both in terms of amount of staff, expense, and diverse skilling
- Ad-hoc reports, completing data checking and project coordination, liaising with our HR colleagues across EMEA.
- Make hiring recommendations in support of real estate and scheduling strategies
- Assist the Senior Analyst with HAMM user-training and training materials
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