Workforce Analyst Job Description
Workforce Analyst Duties & Responsibilities
To write an effective workforce analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included workforce analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Workforce Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Workforce Analyst
List any licenses or certifications required by the position: HR, CPM, PMP, O365, SHRM, CP, SCP, PE, PHR, SWPP
Education for Workforce Analyst
Typically a job would require a certain level of education.
Employers hiring for the workforce analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Statistics, Education, Business/Administration, Economics, Mathematics, Finance, Management, Computer Science, Engineering
Skills for Workforce Analyst
Desired skills for workforce analyst include:
Desired experience for workforce analyst includes:
Workforce Analyst Examples
Workforce Analyst Job Description
- Create and maintain reports ranging from agent to site level metrics
- Forecast call volume/arrival patterns to ensure that schedules and work patterns meet business requirements while addressing individual needs
- Manage real-time schedule adherence/arrival patterns
- Uses workforce management tools to predict headcount requirements and staffing models
- Reviews results of service level and call volume forecasts, looking for discrepancies and performing root cause
- Work closely with the WFA Manager and Payroll Operations team to achieve maximum efficiency and accuracy of data
- Serve as WFA SME for junior level analysts
- Align workforce capacity and capability with longer-term business strategies
- Provide input to Contact Senior leadership on the staffing and call volume assumptions
- Prepare presentations to support recommended changes, enhancements & accomplishments
- Background in MI production using data analysis and presentation tools
- Prior Workforce Management or Contact Center experience
- Ability to troubleshoot and solve problems of an unusual, and, possibly, complex nature
- 3-5 years reporting experience, preferably in a contact center environment
- Knowledge of database management systems, software, and concepts
- Experience with InContact, Verint (or IEX, Nice, Blue Pumpkin, Aspect), JDA, and SAP are highly desirable
Workforce Analyst Job Description
- Create or update department standard operating procedures as required
- Keep personal files up-to-date Annual personal details sheet to employees
- Controlling access rights to HR systems for all new and existing staff in accordance with Data Protection
- Train team on running reports and obtaining data from the system
- Representative for the organisations intranet
- Prepare monthly reports for management team
- Support managers with quarterly forecasting data requirements
- Develop scorecard to monitor KPI's
- Managing projects as requested by the Head of People Development
- Provide support for management of online adverts and candidates interviews as required
- Strong communication skills and an ability to liaise with senior management on a global level
- Job requires hours that often exceed 8 hours per day and 40 hours per week especially during peak periods
- Evening meetings and weekend work occasionally occur, especially during peak seasonal periods (holiday)
- Requires visual acuity to use department equipment, such as telephones, personal computers, calculators, copiers, fax machines
- Ability to understand and follow written and verbal directions in English
- Previous Workforce Management and/or Call Center experience a plus
Workforce Analyst Job Description
- Interpret and present results to all levels within the organization
- Develop reporting dashboards to illustrate progress on goals, success of program components, and report these findings in a comprehensible format
- Rely on best practices in reporting and analysis including data integrity, test design, validation, and documentation
- May assist with testing new releases in HRIS
- Provide ongoing support for projects and special assignments in all areas of HR as assigned
- Understanding partner Hrs
- Gather information and create/update databases
- Perform analysis and identify volume patterns such as growth, trends and seasonality
- Develop Management report and values added analysis on a weekly / Monthly and quarterly basis
- Contribute to special projects and other tasks required by the Management director & VP
- At least 1 year experience using Aspect eWorkforce Management, Verint Impact 360, or NICE IEX preferred
- Ability to prioritize multiple workload demands
- Attention to detail and the ability to identify trends and best course of remedial action to support service delivery
- Sustain effectively the current call centre workforce analysis and migration activities the capacity planning of the new business opportunities (bid management process)
- Provide sufficient internal management information (both on a real-time and a historical basis) to empower the operation to run effectively and efficiently
- PC literate including heavy use of web based programs in Internet Explorer
Workforce Analyst Job Description
- Create standardized OPA schedules (team meetings, Planned Coaching) in conjuction with each schedule or team change event (major shift bid, mini bid, team changes)
- Create and communicate training schedules for the agents according to the OPA Planner
- The Analyst will focus on measurement and analysis of the client workforce
- The workforce is distributed workforce
- The candidate will study all positions and departments identified by NRCS
- Analyze collected data and compute LOE
- Support development of a data collection plan then analyze collected data
- Prepare technical reports to document the data analysis process and make recommendations for optimal staffing
- Provide training, as needed, to NRCS on how to update and maintain staffing models
- Maintain and support all required contact center phone agent payroll functions, including missed swipes, entitlement/benefit time, incentive processing and payout, and PeopleSoft Time & Labor maintenance and reporting
- 3-5 years’ experience and deep knowledge of call center operations
- 1-2 years of experience in succinctly presenting key ideas and creative suggestions to management team, including making recommendations for alternative strategies
- Demonstrated ability to analyze data within limited time frames and on tight deadlines
- Must be able to work independently partner confidently with management at all levels
- Understanding of Analytical/Data Mining
- Ability to communication information is key
Workforce Analyst Job Description
- Contribute to the concurrent development of a comprehensive labor scheduling system
- Provide Workforce Management and Operations teams with necessary support and guidance for improving utilization of our labor resources
- Monitor and maintain a deep understanding of variables impacting key performance metrics, input and support to team in achieving targets
- Provide assistance and support for cost reduction projects
- Leading broader, more complex labor model projects as assigned
- Scheduling in Verint WFM for multiple Med-D Enrollment sites Assisting with forecasting, scheduling, and managing all activities within multi skill/multi-site environment
- Assisting in determining appropriate staffing levels and adjustment recommendations in order to meet budgets Analyzing workflow data, create and implement recommendations to improve contact center quality, efficiencies, and effectiveness and assure service levels and customer satisfaction goals are met Intraday and real time monitoring of production and schedules
- Ensures scheduled resources meet forecasted requirements
- Coordinate and update schedules for daily unplanned events stand up meetings, offline activities and any immediate business needs
- Contribute to the culture of continuous improvement, with the view of developing a best in class resource and planning activities
- Self-motivated and must excel in a minimally managed position
- Monitor and update daily reports to effectively manage the performance of the operation to acceptable results
- Configure and maintain workforce management software
- Deliver informational updates regarding recent, current, and future state of the business to the Manager of Workforce and Business Clients
- Identify key reporting to drive operational efficiency utilizing systems such as NICE Analytics
- Minimum of one to two (1-2) years of call center experience, preferably in Workforce Management or in a supervisory or call center management type role preferred