Jennifer Riebel

About Jennifer Riebel

Results-driven professional with 10+ years of experience in Workforce Management, Project…

Experience

1. Business Analyst

   Highmark

   Mar 2015 — Present

   Work closely with operations to implement split shifts or adjusted start/end times to manage overtime and cost containment. Generate monthly reports on PTO trends, system outages (with financial impact analysis), and skill assignment accuracy. Lead initiatives with internal groups to streamline vacation selection and WFM system cleanup-improving forecast accuracy and reducing manual processes. Create training documentation to standardize WFM team procedures and collaborate on cross-departmental education. Facilitate shift bids and vacation scheduling, building tools in Excel to manage due dates, coverage requirements, and stakeholder alignment. Partner with internal vendors and external partners to align on daily staffing, performance metrics, and strategy; lead onboarding meetings and operational syncs. Maintain and optimize WFM systems (eWFM, CMS, Aspect) by aligning staffing data and skill assignments to ensure accurate real-time tracking and reporting.Business Analyst, Live Chat Implementation | 2023- Present (within Highmark) Sole departmental representative on Live Chat implementation project, partnering with IT, PMs, and stakeholders. Developed staffing strategies, created new scheduling icons, and tracked real-time advocate allocation. Produced and distributed performance reports (e.g, chats answered/abandoned) and recommended staffing adjustments based on trends. Led training logistics, tracked impact on phone coverage, and streamlined processes to enable dual-skilling and FTE reduction. Successfully merged all Live Chat teams into a unified structure by end of 2024, reducing overall staffing needs and increasing operational efficiency.

Education

• ICM School of Business and Medical Careers

  Associates, Business

  2004 — 2006

Skills

• Call Centers
• Training
• Management
• Customer Service
• Performance Management
• Troubleshooting
• Analysis
• Team Leadership
• Workforce Management
• Call Center
• Customer Experience
• Quality Assurance
• Time Management
• Vendor Management
• Forecasting
• Process Scheduler
• 14 Years Call Center Experience
• Monitor Rta
• Analytical Skills
• Cms, Aspect, Ewfm 7.4
• 6 Years Workforce Management
• Supervisory Skills
• Supervising a Team of 11 Employees
• Scheduling & Tracking of Pto
• Employee & Customer Relations
• Forecasting and Reporting
• Deadline- Driven Environment
• Morale Building
• Microsoft Office
• Vendor Relationship
• Retail
• Retail Sales
• Process Improvement
• Business Analysis