Michael Schraeder
VikingCloud
Aurora,CO
10
years of professional experience
Proven Workforce Management Analyst specializing in scheduling optimization and real-time service level monitoring. Committed to enhancing operational efficiency and implementing process improvements.
Work History
Workforce Management Analyst
5 Years 2 Months- Developed forecasting models to predict staffing needs based on historical trends.
- Analyzed workforce data to optimize scheduling and enhance operational efficiency.
- Established key performance indicators to track and report on workforce productivity metrics.
- Collaborated with cross-functional teams to implement process improvements in workforce management.
- Implemented new software tools for improved data visualization and reporting capabilities.
- Conducted regular audits of staffing levels to ensure compliance with business requirements.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Assisted human resources department with recruitment efforts, ensuring optimal staffing levels were maintained at all times.
- Managed overtime, shift swaps, breaks and PTO requests.
Compliance Support Team Lead
4 Years 9 Months- Led support team in resolving complex technical issues, enhancing customer satisfaction.
- Developed training programs for new team members, improving onboarding efficiency.
- Streamlined communication processes between departments, fostering collaboration and responsiveness.
- Mentored junior staff on best practices and technical skills, promoting professional growth.
- Oversaw daily operations of support team, ensuring adherence to service level agreements.
- Continuously raised the bar on performance standards by providing effective coaching sessions addressing individual needs based on comprehensive performance evaluations.
Education
High School Diploma
Skills
Workforce planning
Scheduling optimization
Forecasting techniques
Statistical modeling
Data analysis
Service level monitoring
Real-time monitoring
Experience Using: Community WFM
Aspect
Five9
ShiftTrack
Alvaria
JIRA
Zendesk
Timeline
Workforce Management Analyst
VikingCloud
06.2021 - 08.2026Read More
Compliance Support Team Lead
Trustwave
09.2016 - 06.2021Read More
GED Testing Program
High School Diploma
Read More