Workforce Analyst Manager Resume Citrus Heights, Cal - Hire IT People

SUMMARY

A tenacious, results driven, leader with over 20 years of comprehensive experience in Operations/Project Management and Business Analysis. Possessing a diverse history in workforce systems development and application implementation, and program management. Seeking opportunities in business analysis, forecasting and project implementation.

PROFESSIONAL EXPERIENCE

Confidential, Folsom, CA 2010-Present
Operations Supervisor

Improved training documentation and procedures for production services serving external vendor.
Increased Units per Labor Hour by 18.5% through inspired revitalized sense of teamwork and purpose.
Supervision of production team focused on exceeding quality and service level expectations for client at the same time instilling team-centric focus and improved morale.
Improved operational practices in workforce management, reporting, and contact center operations and workflow processes.

Confidential, Folsom, CA 2009-2010
Call Center Operations Supervisor

Tasked with review of IVR scripting improving IVR containment by 3-5%.
Improved forecasting practices increasing agent utilization, and decreasing abandon rates and decreasing cost per call.
Supervision of a diverse insurance program service team, instilling improved professionalism and inspiring commitment to exceeding customer expectations.
Improved operational practices in workforce management, reporting, and contact center operations and workflow processes.

Confidential, Elk Grove, CA 2006-2009
Workforce Analyst Manager

Subject Matter Expert in the design application of newly acquired workforce and forecasting systems and Project Leader for the project implementation for Apple Telesales Americas division and Co-Leader for Europe Division (EMEA).
Project Management Lead tasked with implementing workforce systems to efficiently manage agent staff utilization and measurement of key producing indicators for sales and productivity.
Effectively and accurately forecasted product launches for the iPhone and next generation iPod and PC technology products within 2-3% of targeted forecasts.
Implemented staff models for contact center greatly reducing labor costs, contact abandon rates, and increased sales and center productivity.

Confidential, Sacramento, CA 1996-2006
Centralized Attendance Manager2003-2006

Designed and implemented multi-site centralized attendance project improving bottom line labor cost increasing consistent policy management.
Established leave processing program alleviating individual responsibility of team managers, and in turn, creating consistent and accurate management of employee disability and leave costs.

Daily Operations Manager 1999-2003

Managed 7/24 daily operations department, which was tasked with maintaining multi-site center service level goals through queue/site load balancing and managing agent compliance and adherence predicated by forecasted call volumes, decreasing labor costs and improving customer satisfaction.

Team/Training Supervisor 1996-1999

Managed and led 20+ agent customer service team to a level of excellence which was recognized with a annual management leadership award for agent utilization, schedule compliance and customer satisfaction.

EDUCATION / TRAINING

Technology Experience
Microsoft Office, iWork, Crystal Reports, Access, SQL, Powerpoint, Aspect Workforce Management, IEX, Avaya CMS, CME, Symposium, Business Objects

Professional Associations
Member - Project Management Institute
Member - International Institute of Business Analysis

Achievements and Awards
Featured Speaker at the 2003 Aspect eBiz Users Conference Las Vegas, Nev.
Annual Management Leadership Award 1998
Published article: "Utilizing Superstates in Reporting Call Center Measurement

Education

Bachelors of Science - Career Technical Education

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Workforce Analyst Manager Resume

Citrus Heights, CaL

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