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Title: |
Workforce Analyst
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Location: |
US-Massachusetts-Boston South
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Work History: |
Comcast , Plymouth, MA. 2008-2009
Regional Forecast Analyst /Call Center traffic and scheduling analyst
• Developed projected volumes using eWFM forecasting tool for intra-day, daily, weekly, monthly, and annual increments.
• Served as a resource to senior management resolving adherence and tracking issues
• Interfaced with senior management to interpret needs, assess requirements and identify solutions to non-standard requests to maintain daily service level objectives
• Solves moderately technical problems with project schedules and approaches problems and solutions with a new perspective
• Work independently to address a range of standard and non-standard situations and incorporates those situations into the finished product.
• Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
• Projected staffing required to meet service levels by forecasting both short and long-term call volumes and required staffing.
• Analyzed call volumes and patterns, reports forecast and actual performance for sites and/or call handling groups, and maintains other information needed for accurate forecasting.
• Collaborated with Team Managers and Directors on regular basis to share information, present trends, and recommend solutions.
• Planned for special impact of response to advertising, promotions, acquisitions, etc., and gathers information from other parts of the organization to identify these impacts.
• Prepared and analyzed agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints.
• Processed requests for time off and responds appropriately with information and/or approval
• Monitored schedule adherence, variance, and reports daily traffic volumes, headcount analysis, real time performance, and capacity plans
• Analyzed call volume and staffing trends and makes recommendations to management.
• Generated standard reports on a scheduled basis.
• Handled shift bids, assigns schedules to new employees, and updates appropriate databases.
• Generated eWFM and ASPECT reports and possesses a good working knowledge to interpret data.
• Recommend when shift bids are appropriate for various departments, initiates and coordinates entire shift bid process maintaining strong communications with affected groups.
• Conducted training to less experience co-workers on routine aspects of position.
• Meet deadlines, plan proactively, and handle stressful situations
• Create and maintain headcount files and staffing models both short and long range
• Provide to make objective recommendations and provide consultation within all systems.
• Champion special projects with through planning and organizing through execution.
• Forecast and schedule for remote sites.
Verizon, Framingham, MA 2000 - 2007
Workforce Management Analyst /Call Center traffic and scheduling analyst
• Manager of 21 offices spanning East Coast to West Coast
• Monitored, maintained & tracked real time call volume of call traffic and distributes calls based on staff availability to ensure the Call Center runs efficiently and as smoothly as possible.
• Review forecasted volume and available staff ensuring that the staff is schedule in the most efficient manner to properly utilize our available resources and maintain acceptable service levels.
• Responsible for intraday analysis of calling demand, adjusting demand ratios as necessary, monitoring real-time and adjusting staff resources to meet inbound demands.
• Reviews call traffic across multi-site model for maximum efficiency to stabilize queues.
Verizon, Fall River, MA
Directory Assistance Operator/Call Center-Supervisor 1997 – 2000
• Organized and executed training classes for new hires.
• Presented new information and emergency procedure trainings to employees.
• Handled internal/external customer and employee relations.
• Provided information by accessing alphabetical and geographical directories.
• Assisted customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed
numbers or bad connections .
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Skills: |
Resourceful and adaptable Call Center professional with more than 10 years progressively responsible experience in workforce management and customer service within the telecommunications industry. Detail oriented with strong skills in communication, organization, forecasting, analysis and scheduling.
Proficient in the use of Microsoft office suit (including Word, Excel, Powerpoint, Access) Lotus Notes, FMS/EMPSX / Uniforce System., Microsoft Visio 07, Microsoft office outlook 03, Aspect eWORKFORCE Management Versions 6.3 and 7.2 ( performance edge)/RTA, Avaya CMS supervisor 13.0, Cognos.
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Education: |
• UMASS Dartmouth – MA, (2007) MAGIC Computer Programming Course Certification
• SMU/Swaine School of Design – MA (1988-1990) Visual Design
• BMC Durfee High School 1988
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Carolyn has received 0 endorsements.
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Carolyn has endorsed 0 Members.
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