Workforce Coordinator Resume Samples

Description :

1. Delivered on societal responsibilities in a highly regulated atmosphere subject to federal, local, and state government statues governing administration of the following programs: Customer Satisfaction; Employer Satisfaction; Rapid Response; Re-Employment Services; Work-Fare; Work Opportunity Tax Credit; and Unemployment Registration; addressing any questions raised by claimants or employers, proofing for errors.
2. Ensured compliance by contacting appropriate parties to obtain verification of all relevant data to maintain detailed records to verify, process, and evaluate information collected, drawing conclusions using critical thinking from elicited essential information, to clearly explain program structuring to disseminate to local, state, federal governments, along with public; accomplished with the ability to conceptualize ideas internally, creating an environment of conformance with the law, applying rules & regulations.
3. Developed greater customer service and satisfaction based on input from customers/stakeholders through strategic planning.
4. Facilitated Continuous Improvement Journey, which drives accountability and performance requirements associated with funding sources.
5. Strived to be innovative in establishing and maintaining strong, open, constructive partnerships within the community where collaboration is key to ownership, collecting information from contractors.
6. Conducted one-on-one interviews of applicants/recipients in such a manner to extract the maximum amount of data required, complying with methods of gathering, along with understanding & analyzing statistical, as well as general data; research, investigate, determine relevant facts and complete entry into the NWAS/Passport/Sasi/PComm/NEworks/OnBase system writing in a precise, comprehensive manner, making judgmental decisions based on sometimes vague criteria or insufficient guidelines.
7. Designed employability plan with comprehensive, progressive exercises, combining the principles, along with the logic of planning to make referrals to appropriate programs/resources for dislocated; underemployed; Re-Employment Clientele; Workfare Clientele; Work Opportunity Tax Credit Clientele; Unemployment Clientele; and Veterans.

Experience

2-5 Years

Level

Executive

Education

BS

Description :

1. Managed all vendor side field services support client relations and customer support for the AT&T Digital Life Security home automation suite of products.
2. Led coordinator of scheduling technicians for installations and repairs of the Digital Life system nationwide between both coasts.
3. Specialized in east coast markets Atlanta, Dayton, and New York/New Jersey.
4. Attended weekly metric meetings to analyze business growth, as well as identify problems and offer solutions to rectify issues and streamline processes.
5. Audited technician's Comment0time sheets, working with field managers and internal management to reduce nonbillable hours and keep technician efficiency at the highest possible levels, making accountability top priority.
6. Analyzed technician's skill sets, strengths, and weaknesses in order to schedule jobs accordingly to maximize profits in relation to billable hours.
7. Coordinated with our National workforce to achieve positive results on a daily and monthly basis.

Experience

2-5 Years

Level

Junior

Education

BA

Description :

1. Monitored agents on and off phone activities.
2. Constantly monitored RTA to ensure advisor schedule adherence.
3. Reported any off-phone activities that were not pre-approved by supervisor or management.
4. Scheduled any necessary training and coaching sessions.
5. Assigned meetings and focus groups.
6. Reviewed schedule changes and employee time off requests as line adherence permits.
7. Produced reports and administer early release and overtime processes.

Experience

2-5 Years

Level

Executive

Education

G.E.D

Description :

1. Prepared reports and maintained employee performance data using Microsoft Office Excel.
2. Developed basic Visual Basic programs to automate repetitive data processing tasks.
3. Utilized Microsoft Access databases and Sharepoint websites to track and maintain employee data.
4. Monitored call flow for 5 call centers.
5. Used real-time systems to determine reasons for call flow irregularity, maintained phone system messages to control call volume.
6. Took inbound phone calls from a large and varied customer base, handling billing and service inquiries, scheduled repair and installation appointments.
7. Provided tech support for video, internet connectivity, wireless networking, web-based email, POP email, and telephony services.

Experience

2-5 Years

Level

Executive

Education

G.E.D

Description :

1. Monitored the queues to ensure Service Level Agreement is met for the client.
2. Reassigned agents into various queues for call volume demands.
3. Created and updated staffing reports for all campaigns and email out to various distribution lists, as needed, on an hourly basis.
4. Provided support for other areas of Ienergizer, as required during staff meetings or periods of heavy workload.
5. Communicated on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, and address workforce issues, as needed.
6. Trained support staff on supported statistical systems to enhance their reporting skills.
7. Prepared, evaluated, and maintained all necessary reports for the team including, but not limited to flash reports, campaign statistics, service level agreement statistics, etc.

Experience

2-5 Years

Level

Executive

Education

BS

Description :

1. Responsible for Call Volume Routing and Distribution between both internal and outsourced contact centers to meet vendor delivery goals and overall service levels.
2. Implemented strategies and making real-time adjustments in delivery percentages and/or actual expected numbers for Routing/Allocating call volume between internal and outsourced vendors to assure smooth call distribution and overall/intraday service level goals.
3. Met a designated percentage range of expected volume delivery to outsourced vendors for every fiscal period while continuing to focus on internal and overall service level goals.
4. Updated and maintained fiscal period expected intraday/daily volume and percentage in the routing/delivery tool.
5. Made any changes that come in ad-hoc or exceptions such as holidays and events that cause the volume to be not BAU.
6. Ran Hourly Market Overview reports that show information such as Service Level, percentage to the outlook for delivery, AHT, Volume, Queue Status, information on any issues impacting BAU Goals all broken down by Line of Business, Internal Contact Site, and also aggregated.
7. Facilitated intraday meetings between the Command Center and local workforce at internal sites to go over any current or potential future issues impacting call volume/service level for the day, Reviewing and discussing current strategies and future strategies to maintain goals.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Oversaw intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to service level requirements.
2. Responsible for maximizing efficiency and occupancy while meeting service level requirements.
3. Communicated and identified intraday risks to management and another intraday analyst.
4. Worked with training and operations to coordinate multi-skill training for existing agents.
5. Provided information to management pertaining to employee performance/tracking reports.
6. Generated new forecast when current day forecast has a high deviation from actual DP's.
7. Responsible for proving daily end-of-day reports to operations and explaining any risk or impact to the business.

Experience

5-7 Years

Level

Executive

Education

High School Diploma

Description :

1. Able to change skilling, monitor activities, and monitor adherence as well as absences trending.
2. Maintained a spreadsheet for Absences Trending which is maintained weekly and utilized for weekly staff meetings.
3. Maintained an Adherence Spreadsheet which allows me to see the trends in adherence.
4. Worked towards approving Time Off and PTO as well as learning to help to maintain other crucial documents to our department.
5. Opened and led calls for any incident reports that have major impact implications to businesses.
6. Attended daily meetings with operations to discuss strategy and daily SLA goals.
7. Identified and reported any unforeseen call spikes and trends to appropriate personnel to combat/resolve issues and help protect service levels.

Experience

5-7 Years

Level

Executive

Education

MS

Description :

1. Recruited program participants to fulfill the targets set by grant funding and management.
2. Maintained participates, monitored progress, provided program analysis, and feedback to meet the goals.
3. Traveled to various locations within Skagit, Island, and Whatcom County to recruit and maintain program participation.
4. Coordinated and attended several outreach functions or fairs to recruit program participants.
5. Created and facilitated training modules to all program participants in computer programs, resume writing, interview skills, and assessing skills and abilities.
6. Coordinated all training programs for all three WorkSource locations.
7. Provided train the trainer sessions in each office location and then monitored the trainer's training.

Experience

5-7 Years

Level

Executive

Education

GED

Description :

1. Served as a strategic consultant and guide to employer clients in recruitment & selection, performance management, succession planning, retention, team building, leadership development, job descriptions, and employee evaluation systems.
2. Partnered with clients to design workforce strategies to meet their objectives.
3. Coached and trained clients with various HR compliance topics.
4. Coordinated and conducted client training through webinars and regional conferences.
5. Supported sales, service, and product support for executive directors to end-users.
6. Provided technical support and training to staff and clients.
7. Served as point of contact to coordinate workflow processes and procedures with internal and external customers.

Experience

5-7 Years

Level

Executive

Education

G.E.D