Jack Walker

707-***-**** aduaff@r.postjobfree.com Glendale, AZ LinkedIn

Workforce Planning Analyst

Versatile and data-driven Analyst with 21+ years of multi-industry achievement in operational analytics, scheduling, and performance improvements. Able to drive RTA and Program Performance by evaluating processes, workflows, interdependencies, project prioritization, and mission-critical processes. Expert in forecasting, analysis, reporting, ad-hoc reports, and risk management.

Key Skills

Data Mining & Analysis Planning & Forecasting Call Centers Data Validation

Reporting & Documentation Staffing Targets & Trends Collaborative Partnerships Modeling

Workforce KPIs Team Building Process Improvement Expected vs Actual Comparisons

Corrective Actions Data/Process Quality Dashboards

Technical Summary

MS Excel: Formulas, Look-Ups, Pivot Tables Keynote/Pages Salesforce PPM SQL SAS

Report Runner Crystal Reports Siebel CIS Group Avaya CMS Blue Pumpkin/Verint IEX

Aspect EWFM Outlook Lotus 1-2-3 MS Access Nortel IC Business Manager Varolii

Professional Overview

Wells Fargo 2019– 2021

Staffing Analyst

The Workforce Analyst role is a combination of hands-on analysis along with focusing on staffing levels including making schedule adjustments when needed. This position requires excellent communication and analytical skills, along with implementing proven analytical techniques and Workforce Optimization Solutions.

• Review tickets that require immediate assistance.

• Review and process VTO/NPT/OT requests in real-time.

• Ability to prioritize and meet tight deadlines.

• Provide assistance to the WFM team as needed.

• Advanced Microsoft Excel skills.

Triwest Health Alliance 2019 - 2019

Workforce Analyst

The Workforce Analyst role is a combination of hands-on analysis along with focusing on staffing levels. This position will require excellent communication and analytical skills, along with implementing proven analytical techniques, Real Time Adherence (RTA) monitoring, routine performance snapshots, Attendance Tracking and processing agent requests. Additional responsibilities of this role include project management, implementing reports and report modifications, meeting with Upper and Senior Management and adding value to Operational projects through data driven insight.

Liberty Dental Plan 2018-2019

Intraday Specialist

The Workforce Analyst role is a combination of hands-on analysis along with report design. This position will require excellent communication and analytical skills. The responsibilities of this role include management of multiple projects, providing analytical guidance, implementing reports and report modifications, meeting with Upper and Senior Management and adding value to Operational projects through data driven insight.

The WFM Intraday Specialist is responsible for the execution and Call Center adherence monitoring for schedules published by the Workforce Management Forecaster/Sr. Supervisor.

Created report that measures day to day, weekly and monthly performance against KPI’s such as CV, AHT, Overall Agent Adherence and ASA.

Introduced an Interval report that measures performance per 30-minute interval by AHT, CV, ASA, SLA, measuring daily and monthly performance.

Advisor Group 2015-2018

Workforce Analyst

Managed and optimized RTA Performance implementing both routine and ad-hoc adjustments based on actual performance analysis. Generated and presented reports, advanced projects, provided enterprise support, and documented processes to meet or exceed Service Level Goals.

Drove efficiency by consolidating reports into a single document and created a new “Agent Monthly Report” providing insight into staff productivity and KPIs.

Slashed monthly dashboard report times 50% by recreating the report and streamlined Avaya V18 reporting.

Strengthened communication channels between locations to improve RTA adjustments to call flow changes.

Accenture 2014-2015

Program Performance Analyst

Evaluated and compared expected performance to actual performance from Workflow to Process Quality Management. Facilitated weekly team status and PMO meetings.

Remediated risk concerns and data issues by identifying them, communicating with supervisors, and recommending corrective actions.

Reengineered and documented SOP processes to promote efficiency.

Cut new team member processing time 54% by recommending changes to on-boarding processes.

Farmers Insurance 2011-2014

Operations Analyst III

Forecasted short/long-term call volumes and non-phone workloads by analyzing patterns, call trends, and team productivity for all assigned centers. Evaluated historical data and created daily, weekly, monthly, and yearly staff models for presentation to executive management. Recommended workforce needs, planning, and capacity.

Identified an opportunity to reduce non-phone SR service levels and generate profits.

Realigned inspection data to better map to business functions.

Recalculated non-phone SR data to more accurately present non-phone work processing in three locations.

Authored a “How To…” guide describing how to access the Department Dashboard.

Created a new method to include Actual Handle Time (AHT) information as part of non-phone data to enable better evaluation of pre/post-service performance.

Apple, Inc. 2005-2011

Schedule Analyst

Owned all aspects of scheduling from generation to foreign and domestic call center release. Managed routine and ad-hoc requests by management, optimized schedules, forecasted workforce management needs, verified incoming data, and addressed time off requests.

Recognized for perfect attendance for the first 12 months of employment and for consistently going above and beyond the call of duty.

Facilitated the call center transition from Blue Pumpkin to E-Workforce Management.

Engaged team members by planning and leading team building events and coaching colleagues on basic E-Workforce functions.

Through an analysis of Tech Support schedules I was able to suggest start/stop changes that improved overall coverage for the group.

Health Net, Inc. 2004-2005

Call Center Technician

Provided schedule and workforce management accounting for updates, exceptions, forecasts, and shrinkage management. Conducted RTA management spanning real-time skill changes, system outages, and performance report delivery to management.

Developed report on rising attrition related to FMLA and AB109 and the need to increase staffing to ensure coverage.

Selected for Real Time position after auditing and managing incoming call volume in Real Time.

Received recognition for attendance for four consecutive months (November to February) that led to 1 sick day taken in the first year.

Kaiser Permanente 1999-2004

Associate Financial Analyst

Managed schedules for a call center with 300+ seats by providing assignments, exception maintenance, and optimization. Evaluated and reported on financial functions including month-end closings, budget formulations, and accounts payable and receivable.

Improved workforce staffing processes by creating reports on attrition, break optimization, and OT availability.

Uncovered a CV trend at 20% above forecast by developing an ad-hoc report and presenting it to the Resource Planning Director.

Revised schedules for 300 TSRs by reengineering the shift bid process.

Saved $120K by analyzing payroll issues for transferred employees.

Streamlined office supply purchases by tightening the month-end analysis process.

Education

Bachelor of Science in Business

(University of Phoenix (Sacramento Campus)

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