Workforce Analyst

Workforce Analyst I analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates. Applies analytics models and projections on organizational staffing to enhance forecasting accuracy and improve workforce decision making. Being a Workforce Analyst I typically requires a bachelor’s degree or its equivalent. Typically reports to a manager. The Workforce Analyst I gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Workforce Analyst I typically requires 2 to 4 years of related experience.

Workforce Analyst Job Description Template

Our company is looking for a Workforce Analyst to join our team.

Responsibilities:

  • Report center metrics hourly to management by email and significant events promptly by phone;
  • Providing custom reporting to the Operations Manager to drive center KPIs and uncover call-avoidance issues;
  • Responsible to communicate effectively with management any significant protocol breaches and technical issues impacting center performance;
  • Analyzing real-time and forecasted call trends and making adjustments to staffing level allocations as needed;
  • Researching attendance and performance issues for HR and Operations Manager when required;
  • Workforce Analysts are responsible for training Operations Teams on use of WFM client applications and fielding questions from Team Leaders;
  • Effectively communicate any operational problems or concerns to the Workforce Manager;
  • Assisting Operations Manager with Time and Attendance tracking, Vacation Planning, and Leave of Absence periods;
  • Responsible to complete daily tasks and change-management updates to accurately document absenteeism and events impacting Operations;
  • Real-time monitoring of AVAYA CMS, Aspect, NICE IEX and other WFM tools.

Requirements:

  • Intermediate capabilities in MS Office suite applications;
  • High school diploma;
  • Working knowledge and technical understanding or Workforce or Resource management principles, concepts and practices;
  • College graduate – preferably from a course under the following: Math, Engineering, Statistics;
  • Analytical and problem-solving skills;
  • Excellent oral and written communication;
  • Bachelor’s Degree in Business, MIS, CIS, Mathematics or related job experience;
  • High level of proficiency in MS Office;
  • Advanced capabilities in MS Office suite applications;
  • At least 1 year relative experience in Workforce Management;
  • Ability to work extended hours when needed; consistent non-traditional hours required;
  • 1-2 Years’ experience in a Workforce Management role;
  • General knowledge in forecasting;
  • At least one year of experience in fast-paced contact-center environment;
  • Strong communication and analytical skills.