Workforce Forecasting & Scheduling Specialist

Shayna McCoy

Rex, GA ***** 404-***-**** **************@*****.*** www.linkedin.com/in/shayna-mccoy-275465253/

Workforce Analyst

Analytical and detail-oriented Workforce Analyst with proven experience optimizing workforce management, forecasting call volumes, and ensuring operational efficiency within high-volume call center environments. Expert in real-time and historical data analysis, scheduling, and reporting to meet service level objectives. Collaborative communicator skilled at aligning workforce strategies with business goals and improving productivity through data-driven decisions.

Core Competencies

Workforce Forecasting • Intraday Management • Scheduling Optimization • Data Analysis • Reporting & Metrics • Service Level Management • Process Improvement • Call Center Operations • Collaboration

Professional Experience

Progressive Insurance Consultant Services March 2025 – Present

• Managed high-volume inbound calls, providing accurate information and exceptional service.

• Applied analytical problem-solving skills to resolve complex billing and policy inquiries.

• Identified process inefficiencies and proposed improvements to enhance customer experience.

Delta Dental of California Scheduling Analyst / Intraday Analyst December 2020 – October 2024

• Optimized daily and long-term scheduling for contact center agents to meet forecasted demand.

• Partnered with leadership to align staffing with service level goals and training schedules.

• Analyzed real-time call metrics and adjusted staffing plans to maintain operational efficiency.

• Produced detailed reports on attendance, performance, and service levels to inform decision-making.

RNN Group Center of Excellence Supervisor April 2019 – December 2020

• Supervised COE staff, monitored performance metrics, and implemented data-driven improvement plans.

• Used reporting and analysis to track call center productivity and resource allocation.

• Collaborated with workforce teams to ensure accurate scheduling and adherence.

Alta Staffing Quality Assurance Coordinator October 2018 – April 2019

• Conducted quality audits and analyzed trends to identify process improvement opportunities.

• Created reports summarizing call quality metrics and compliance levels.

• Partnered with management to align QA insights with workforce optimization strategies.

Nexxlinx Inc. Intraday Analyst / Call Center Representative July 2016 – October 2018

• Monitored intraday performance and adjusted staffing plans in real time.

• Generated daily reports on call volume, staffing efficiency, and service levels.

• Provided operational support for scheduling and agent adherence management.

Education

Pursuing Bachelor of Arts (BA) in Organizational Leadership Atlanta Metropolitan State College GPA: 3.87

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