Sr. Workforce Analyst

Timothy Waddell

***** * ****** ***

Mesa, AZ ****9

Phone 480-***-****

Email ********@*****.***

PROFESSIONAL PROFILE

Reporting. Forecasts. Optimized Schedules. Data Mining. KPI metrics. Payroll. Capacity Planning. Policy and Procedures. Supervisor. Team. Concepts. Schedule Adherence. Compliance. Ad-hoc Reports. Computer Proficient. Access. Excel. PowerPoint. Project. Word. SQL Server (Read), Lotus Notes., Etalk. Kronos. Avaya Supervisor CMS. Nortel Symposium. Aspect 7.01 Empower. RTA. IEX. TCS. Blue Pumpkin. Monet. Union and Non Union. Environments. Dependable. Accurate.

EXPERTISE SUMMARY

• 8 years experience as Workforce Analyst, Analyst II and Supervisor

• Supervise workforce management teams in multiple sites

• Experience uploading a Predictive Dialer and managing staff

• Proficient in use of computer hardware, and all major WFM programs

• Provide the primary support for the creation and maintenance of agent schedules through data mining and optical schedules

• Collaborate with leadership on workforce and workflow decision making by providing analytics and historical data for a multi-service appointing center.

• Develop and administer processes and provide analytical, planning and administrative guidance to all levels of leadership.

• Implemented Aspect WFM 7.01, and Blue Pumpkin from initial implementation through training and processes/ procedures documentation.

• Participate in and facilitate work groups, huddle training and coaching around workforce planning, inbound / outbound contact management and KPI metrics.

• Provide operational support to both network and single site call centers

• Confirm payroll hours. Maintain agent attendance and controlled PTO process and bids

PROFESSIONAL EXPERIENCE

• Workforce Analyst II, Group Health Corporation, Tukwila, WA 2008 – 2009

• Workforce Analyst, Carlson Wagonlit, Phoenix, AZ 2007 - 2008

• Hub Operations Supervisor, Magellan Health Services, Phoenix, AZ 2005 - 2007

• Call Center Analyst , Schaller Anderson, Phoenix, AZ 2004 -2004

• Workforce Analyst, DHL, Phoenix, AZ 2002 - 2004

• Service Level Coordinator, AMERICAN EXPRESS BTCS, Phoenix, AZ. 1998 - 2002

EDUCATION

UNIVERSITY OF MISSISSIPPI, OXFORD, MS., Bachelors in Marketing

County College of Morris, Randolph, NJ., Associates in Business Administration

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