Workforce Analyst

As a workforce analyst, your job duties include developing staff schedules, collecting staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making processes.

Your work helps determine the allocation of staff and resources as well as recruitment and professional development strategies. The workforce analyst majorly performs the duties, tasks, and responsibilities shown in the job description example below:

• Serve as the primary point of contact on workforce management policies
• Serve as subject-matter expert on workforce optimization issues
• Ensure service level targets are met; maintain the right headcount, and calculate call capacity
• Responsible for the maintenance and upkeep of scheduling software
• Responsible for reporting data management activities around employee scheduling and forecasts
• Improve processes and increase the efficiency of operations by recommending necessary changes
• Undertake the majority of call forecasting and agent scheduling for the contact center
• Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
• Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
• Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
• Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
• Responsible for the approval of an employee’s timecard in Oracle at the end of each pay period.

Workforce Analyst Requirements – Skills, Knowledge, and Abilities for Career Success

If you are seeking the job of a workforce analyst, there are specific requirements employers will want you to meet to prove that you are best prepared to perform the obligations, objectives, and purpose of the role defined by the company.

Shown below are major abilities, knowledge, skills, and experience and other requirements that most recruiters/employers commonly set for applicants for the role of workforce analyst to meet to be hired in their organizations:

• Minimum 2 years of WFM experience (Workforce Analyst role/Workforce Management role) in the BPO industry.
• Have WFM experience (Workforce Analyst role / Workforce management role) in the BPO industry
• Education: Applicants for the workforce analyst position require a High School Diploma to a Bachelor’s degree (depending on the choice of the recruiter) in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1-3 years of call center experience
• Knowledge: To perform successfully on the Job, they must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. They also require the ability to summarize, visualize, and present data. It is also vital that they possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. They must also possess benchmark experience.
• Computer skills: They must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules, and perform other tasks. They must also have a working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data
• Analytical skills: They must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
• Communication skills: They must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
• Organizational skills: Their job description requires them to establish an efficient workplace environment, therefore, it is important that they can manage a range of tasks prioritize their responsibilities, and meet deadlines
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
• Ability to handle pressure: They require the ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
• Leads the Contact Center planning and staffing process
• Ensures Contact Center and staffing models include accurate, updated information. Captures, stores, and reports on historical statistics (service level, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances.
• Identifies contact center volume trends and averages on a monthly, quarterly, and seasonal basis.
• Reports the workload trends and staffing requirements to management and executive leadership teams.
• Utilizes workforce management (Calabrio) software and various internal data sources to accurately forecast – both short and long-term – and determine staffing requirements.
• Establishes and maintains communication channels regarding events that impact the Contact Center workload.
• Communicates necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary.
• Oversees proactive scheduling of discretionary activities such as training, meetings, and overtime.
• Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.
• Oversees and maintains the Calabrio Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics to include volumes, schedule adherence, and service level achievement.
• Oversees intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements.
• Analyzes and addresses escalated service delivery issues when needed between Contact Center Managers and Workforce Analysts.
• Coordinates with Workforce Analysts, peer groups, and Contact Center Managers to identify opportunities for service improvements and business optimization.
• Responsible for increasing awareness about Workforce Management and providing ongoing education to staff throughout the enterprise Contact Centers to ensure appropriate knowledge levels regarding general workforce management practices, including the effective use of workforce planning and adherence tools.
• Leverage industry-leading processes and technology to drive workforce decision-making that will enhance the overall customer experience.

Internet and Device Requirement:

• Reliable internet connection
• System: Windows 11 / 32-bit Operation system
• RAM 8GB or more
• Processors – Intel Core i5 or up
• Laptop (No Chromebook, Linux OS, or Desktop)
• Wired headset
• Quiet working environment

Benefits:

• 100% remote – The flexibility of working from home without having to go to the office
• An international and diverse work atmosphere 🙂
• Extensive growth opportunities

We’re seeking thoughtful, detail-oriented people to join our growing international team! 

If you feel that this role is for you, please feel welcome to apply!

Apply Now