Kimberly Parham
Smiths Station,AL
Summary
Experienced workforce management professional with over 25 years of progressive responsibility in call center operations, forecasting, and performance optimization. Proven track record of leading workforce initiatives, mentoring teams, and driving strategic improvements to meet service-level goals. Adept at managing real-time operations, collaborating with cross-functional stakeholders, and implementing scalable solutions. Ready to bring seasoned leadership and analytical expertise to a Manager, Workforce Management role.
Overview
2
2
years of professional experience
Work History
Workforce Management Analyst Senior
Elevance Health Anthem
Midland, Georgia
06.2023 - Current
- Analyzed workforce data to identify staffing needs and emerging trends.
- Facilitated stakeholder meetings to address workforce planning challenges.
- Monitored call center performance, ensuring compliance with service level agreements.
- Communicated scheduling changes to staff in a timely manner.
- Conducted audits of team performance against established accuracy and compliance goals.
- Developed management reports on scheduling and productivity metrics.
- Collaborated with teams to optimize resource allocation and enhance operational efficiency.
- Recommended process improvements based on comprehensive data analysis.
- Developed reports on scheduling and productivity metrics for management review.
- Monitored call center performance to ensure adherence to service levels.
- Assisted in creating forecasting models for future workforce requirements.
- Communicated scheduling changes to staff promptly and clearly.
- Facilitated meetings with stakeholders to discuss issues related to workforce planning.
- Conducted audits of team performance against established goals for accuracy and compliance.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
Education
Some College (No Degree) - Business Administration
Chattahoochee Valley Community College
Phenix City, ALSkills
- Workforce strategy and forecasting
- Real-time monitoring and SLA management
- Team leadership and mentorship
- Performance analysis and reporting
- Stakeholder collaboration
- Process improvement
- Training and development
- Call center operations
- Performance auditing
- Reporting metrics
- Team collaboration
- Resource allocation
Timeline
Workforce Management Analyst Senior
Elevance Health Anthem
06.2023 - Current
Some College (No Degree) - Business Administration
Chattahoochee Valley Community College
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