Workforce Manager - Humana - Tulsa, Oklahoma
(2022-02)
- Developed workforce strategies to optimize staffing levels across multiple departments.
- Analyzed workforce data to identify trends and improve operational efficiency.
- Monitored performance metrics to assess and adjust workforce effectiveness regularly.
- Managed a team of 7 real-time analysts to enhance operational efficiency.
- Led initiatives to improve employee retention and satisfaction within the organization.
- Improved employee engagement survey results from previous year.
- Facilitated communication among teams to streamline project execution and reporting.
- Created workforce planning and development models for quarterly scheduling and processes.
Workforce and Reporting Manager - Lee Enterprises - Tulsa, OK
(2018-10 - 2022-02)
- Supervision and development of the Reporting Specialists and Workforce Analysts
- Ensure service levels and productivity goals are met
- Implement and maintain workforce management platform
- Provide all workload forecasting and consequent staffing planning to meet service goals
- Maintain and analyze workforce performance, lead analysis and staffing change data to continuous quality and productivity improvement
- Coordinate all reporting related to Workforce Management
- Develop and maintain scheduling processes for Customer Service Representatives and contractors
- Serve as the resident expert on Workforce management software packages
- Participate in strategic planning and goal development
- Develop presentations or recommendations and process implementations to Operations Director based on data analysis
- Complete special projects as needed
- Design and implement overall recruiting strategy, making adjustments as needed to attract candidates
- Write and submit job descriptions and/or ads to HR for career websites, billboards, etc.
- Source candidates by using various databases and social media
- Evaluate and screen resumes
- Conduct phone, virtual and in person interviews
- Contact new employees and prepare onboarding and orientation sessions
Workforce Analyst - Lee Enterprises - Tulsa, OK
(2016-08 - 2018-10)
Identical job duties listed above, excluding supervision and development of Reporting Specialists and Workforce Analysts
Targeted Sales Manager - Coca-Cola Refreshments - Tulsa, OK
(2007-07 - 2016-08)
- Supervision and development of Targeted Sales Teams
- Oversee KPIs.
- Manage and improve performance through monitoring, problem resolutions, audits and quality assurance measures
- Establish and maintain high standard for productivity, adherence, quality customer service and fulfilling our mission statement
- Maintain and improve call center operations by monitoring systems, action plans, processes
- Managed performance through monitoring, resolving issues, conducting audits, and implementing quality assurance measures
- Establish and maintain high standards for productivity, adherence, quality customer service and fulfilling our mission statement
- Diagnosed and fixed telephony problems to ensure reliable service.
- Executed disaster recovery plans during critical events
