TARASWA LANCE
Clayton,NC
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 10+ years of experience in workforce assessment.
Overview
15
15
years of professional experience
Work History
Workforce Management Analyst
Ascension Medical Group
08.2022 - Current
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Enhanced productivity with streamlined processes for staff allocation and workload management.
- Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
- Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
- Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
- Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Managed overtime, shift swaps, breaks and PTO requests.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Served as subject matter expert on call center performance metrics analysis, design, development.
Program Manager of Workforce Management
BIOGEN
01.2020 - 06.2022
- Consistently met customer needs by achieving daily, weekly, and monthly staffing headcount and forecasting contact volumes
- Coordinated shift assignments, vacation bids, and time-off approvals for frontline coordinators
- Streamlined communication between operations and team leads by monitoring WFM mailbox and intake system and maintaining daily schedule processes and changes of frontline coordinators
- Worked with PS Finance on the impact of staff changes, overtime, and holiday impacts
- Worked with IT on system analysis, call routing (DDR Logic), and performance optimization
- Created policies and procedures to standardize specific WFM functions
- Trained and mentored team in WFM best practices
- Worked with operations partners to share responsibility for meeting service level and response time objectives across all contact channels
- Led staffing changes to support operational objectives in cases of unexpected rises in contact volumes or absenteeism
- Managed over 40 - 50 incoming emails, PTO and offline coordination with the operation and workforce leadership.
- Compiled daily, weekly, and monthly reporting of resource management results for the operations management team which included monthly attrition, monthly capacity, utilization, and performance reports, intra-day summaries, and daily summary reports.
Workforce Management
SAGE THERAPEUTICS
01.2018 - 01.2020
- Utilized workforce management tools to accurately forecast daily, weekly, and monthly work volume, call volume, and staffing needs
- Generated daily and weekly agent schedules and tracked adherence to schedules
- Prepared, analyzed, summarized, and delivered updates to department leadership on workforce capacity plans, insights, and trends to inform and guide critical business decisions
- Facilitated the PTO planning process and managed the monthly and quarterly vacation bidding process for the patient support services team
- Monitored queue activity and agent state durations to optimize agent resources, and proactively communicated to call center managers when areas of opportunity were identified
- Designed, recorded, and implement IVR changes, as necessary
- Updated skills-based routing in the telephony system as directed by the operational leadership and training teams
- Partnered with the patient support business intelligence team to generate relevant and actionable reporting based on the telephony system
- Developed content for, and participated in, patient support services and quarterly business reviews, as necessary
- Complied with all Sage corporate policies, internal procedures and training, and applicable laws and industry codes in collaboration with Sage's legal, regulatory, and compliance.
Casualty Claims Adjuster
NATIONWIDE
01.2016 - 01.2018
- Created comprehensive liability reports efficiently, following claims through investigation to completion
- Collaborated with policyholders, claimants, agents, and adjusters throughout the process
- Determined coverage limits and reserve amounts and researched court decisions, company policy, and guidelines
- Escalated severe incident or reinsurance reports when necessary
- Organized files for trial, suit, or subrogation
- Teamed up with internal departments to identify fraud and subrogation instances.
Workforce Management and Reporting Analyst
ICONTACT
01.2009 - 01.2016
- Responsible for metric and key performance indicator (KPI) reporting
- Monitored all real-time and daily activities to ensure operational and client goals were met
- Implemented all scheduling processes into an automated phone system scheduling tool
- Developed call forecasts to a level of detail necessary for effective labor planning
- Created reports on historical call volume, labor, and operating performance
- Researched SQL data
- Ensured customer goals 80/30 service factors were met by analyzing work volume variances to forecast
- Responsible for staff improvement, hiring, training, and annual performance of direct reporting staff
- Provided weekly and daily schedules.
Education
Master of Business Administration - Business Management
UNIVERSITY OF PHOENIX
Arizona City, AZ06.2010
Bachelor of Arts - Business Management
MOUNT OLIVE COLLEGE
Mount Olive, North Carolina12.2008
Skills
- Microsoft Office
- Team leadership
- Reporting analyst
- Data analyst
- ICMI
- Quality compliance
- Tableau
- Managing Schedules
- KPI Monitoring
- Capacity Planning
- Staffing Requirements
Websites
Previous Career
- BLUE CROSS AND BLUE SHIELD, Financial Recovery Specialist
- COVENTRY HEALTH CARE, Service Operations Specialist
Workforce Management Tools Experience
- Aspect: e-WFM: 3 years
- NICE IEX: Total View: 3 years
- Monet: 1 year
- Verint: 3 months
- Genesys Cloud 1 year
Timeline
Workforce Management Analyst
Ascension Medical Group
08.2022 - Current
Program Manager of Workforce Management
BIOGEN
01.2020 - 06.2022
Workforce Management
SAGE THERAPEUTICS
01.2018 - 01.2020
Casualty Claims Adjuster
NATIONWIDE
01.2016 - 01.2018
Workforce Management and Reporting Analyst
ICONTACT
01.2009 - 01.2016
Master of Business Administration - Business Management
UNIVERSITY OF PHOENIX
Bachelor of Arts - Business Management
MOUNT OLIVE COLLEGE
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