Open to opportunities

Stephanie Forks

@stephanieforks

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Analytical Workforce Management Analyst with 9 years of experience.

United States

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What I'm looking for

I am looking for a role that values data-driven decision-making and offers opportunities for professional growth in a collaborative environment.

I am an analytical and results-driven Workforce Management Analyst with over 9 years of experience in optimizing staffing, forecasting, and performance analytics within fast-paced, multi-channel contact center environments. My proven track record includes improving adherence, reducing shrinkage, and supporting business objectives through real-time data analysis and strategic scheduling.

Throughout my career, I have managed workforce operations for diverse client accounts, built complex reports to track key performance metrics, and designed long- and short-term forecasts based on historical data trends. My expertise in tools such as Playvox, Salesforce, and NICE IEX has enabled me to collaborate effectively with operations leaders to enhance scheduling and performance. I take pride in developing SOPs and training materials that empower teams to excel in their roles.

Experience

Work history, roles, and key accomplishments

Current

Workforce Management Analyst

Current

American Customer Care

Oct 2021 - Present (3 years 10 months)

Managed workforce operations for a multi-channel contact center, handling diverse client accounts. Built and maintained complex reports to track key performance metrics including adherence, shrinkage, staffing, and attendance.

Scheduling Data Analysis SOP Development Playvox Salesforce Amazon Connect

Workforce Management Analyst

Perspecta

Aug 2016 - Oct 2021 (5 years 2 months)

Oversaw workforce analytics for a large-scale, multi-skill contact center environment. Coordinated with contract requirements to design and deploy efficient schedule templates.

Salesforce NICE IEX Policy Implementation

Workforce Management Analyst

BCForward

Aug 2016 - Oct 2017 (1 year 2 months)

Created actionable reports and performance dashboards to assist in daily WFM decision-making. Delivered forecasting models based on call, chat, and email volume trends.

Reporting Performance Dashboards Forecast Modelling Schedule Adjustments

Customer Service Representative

BCForward

Oct 2015 - Aug 2016 (10 months)

Delivered exceptional customer support across multiple channels in a government contract setting. Trained peers in chat and email handling best practices.

Customer Support Training

Administrative Support

Hyundai

Sep 2013 - Mar 2015 (1 year 6 months)

Supported HR and security functions with data entry, ID badge creation, and front-desk coverage. Maintained organized records and provided administrative assistance.

Data Entry ID Badge Creation Front Desk Coverage Administrative Support Security