James Hoffmann
Summary
To secure a highly qualified position where I can use my Workforce Management Analyst skills while contributing to the success and growth of the company.
Superior outstanding verbal & written communication skills Knowledge proficiency utilizing PC based tools & applications Microsoft (Word, Excel, Outlook) Verint, Google sheets, Tableau, Ujet, Workday, Avaya, Geneyes, IEX
Overview
12
12
years of professional experience
Work History
Workforce Admin Analyst
Instacart
02.2019 - 05.2024
- Implemented new Attendance policy with daily updates in tableau and e-mail notifications.
- Entering all real-time exceptions codes that deviate from committed schedules in Verint.
- Headcount management for multiple systems including Verint.
- Entering and updating skills on a need by need bases in Ujet and Verint.
- Track and manage LOA approvals in partnership with management and HR.
- Create and maintain audit reporting to track overtime, absenteeism and unused licenses.
- Approving and entering time card adjustments for Payroll (includes sick-time, PTO, VTO, Bereavement).
- Create and implement effective administrative tracking, analytical and trending procedures to achieve goals.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed large-scaled projects and introduced new systems, tools and processes to achieve challenging projects.
Workforce Management Analyst
Anthem Blue Cross/Blue Shield
03.2016 - 01.2019
- Monitoring RTA identifying queues, maintaining service levels and ASA
- Takes the initiative to implement new polices and procedures when needed
- Entering all real-time exceptions codes that deviate from committed schedule
- Create and implement effective administrative tracking, analytical and trending procedures to achieve goals
- Generating several reports which include daily, weekly, MTD statistics stats on Schedule Adherence and Adherence Reporting, Call Volume to Forecast Variance Reporting, Staffing variance and Projection Reporting.
ACE/Pepco Workforce Management Analyst
Convergent USA
01.2012 - 03.2016
- Monitoring RTA identifying queues, maintaining service levels and ASA
- Entering all real-time exceptions codes that deviate from committed schedule in IEX
Education
BFA -
Art Institute of Atlanta
01.2005
Skills
- Verint Administrator
- Workday Administrator
- Workforce Management
- Contact Center Operations
- Data Collection and Analysis
- Analytical Thinking
- MS Excel
- Tableau
- Team Collaboration and Leadership
- Documentation And Reporting
- Customer Service
Accomplishments
- Implementing Contact Center optimation by introducing Verint Workforce Solutions for Workforce Management tasks in a start-up environment
- Managed the exponential growth of a Contact Center that boomed during the pandemic from 1,500 seats to 25,000 seats in less then 60 days.
Timeline
Workforce Admin Analyst
Instacart
02.2019 - 05.2024
Workforce Management Analyst
Anthem Blue Cross/Blue Shield
03.2016 - 01.2019
ACE/Pepco Workforce Management Analyst
Convergent USA
01.2012 - 03.2016
BFA -
Art Institute of Atlanta