Analyst Workforce Job Description

Analyst Workforce Job Description

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Analyst workforce provides technical support and analysis on business applications that could include but are not limited to STARLIMS, Microsoft Dynamics GP and CRM, Microsoft SQL Reporting Services, and Crystal Reports.

Analyst Workforce Duties & Responsibilities

To write an effective analyst workforce job description, begin by listing detailed duties, responsibilities and expectations. We have included analyst workforce job description templates that you can modify and use.

Sample responsibilities for this position include:

Work with internal and outsourced leadership teams to compile complete data projections to support short term and long term planning
Create schedules based on call arrival and internal/external staffing models
Utilize Workforce Management software (Aspect, Nortel, Avaya, RTA)
Ob Accountabilities Could include the Following
Real-time monitoring, with the use of systems such as IEX and CMS to ensure that the production floor is meeting the call center KPI’s
Creates proposed and final schedules to meet clients’ manpower requirements
Runs and analyzes interval and daily reports
Plans training and development schedules based on current staffing
Performs AVAYA CMS and IEX functions including running reports, changing agent skills
Responsible for agents’ daily performance and ranking data

Analyst Workforce Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Analyst Workforce

List any licenses or certifications required by the position: HR, CPM, PMP, O365, SHRM, CP, SCP, PE, PHR, SWPP

Education for Analyst Workforce

Typically a job would require a certain level of education.

Employers hiring for the analyst workforce 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 Analyst Workforce

Desired skills for analyst workforce include:

Microsoft Office applications
Principles
Application of concepts
Technical capabilities to perform varied tasks
Microsoft Excel
Excel
Techniques
Industry practices
PowerPoint
SQL

Desired experience for analyst workforce includes:

BS/BA degree in related field required or the equivalent 5 years professional working experience
5 years professional work experience in a workforce management discipline or in call centre operations environment with experience of scheduling and forecasting tools & systems
Experience with Avaya/Genesys tools preferred
Manage and monitor call volume flow and staffing data, through analysis and interpretation of the information provided by ACDs and workforce management system and reports
Coordinates with client helpdesks regarding production tools issues through phone and email
Responsible for monitoring CMS to ensure that all agents are within set thresholds in CMS for talk time, wrap time, hold time, coaching time and breaks

Analyst Workforce Examples

1

Analyst Workforce Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of analyst workforce. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for analyst workforce
  • Conduct analysis on business events and historical patterns in work volume, trends current and historical staffing levels
  • Facilitates daily/ weekly planning process
  • Collaborates with front-line managers on intra-day and change management process
  • Evaluates information regarding work volumes, services levels, production results and drivers
  • Develop relationships with operational leadership through daily communication (written, verbal and listening)
  • Assist in the creation and delivery of accurate, detailed, timely reporting / dashboards to ensure the goals of the organization are met
  • Annual pay benchmarking
  • Develop the use of all HR systems to ensure they are used to their full potential
  • Accurate and timely management information and analysis
  • Managed and deliver its people to successfully deliver the organisations strategy
Qualifications for analyst workforce
  • Hours of operation are 8 am – 8 pm
  • Employee frequently is required to sit
  • Requires manual and finger dexterity and eye-hand coordination
  • Requires the ability to use department equipment, such as telephones, personal computers, calculators, copiers, fax machines, Position requires frequent use of computer and phone
  • Requires the ability to lift/carry up to 25 pounds using appropriate body mechanics
  • May require several trips, by air, with overnight travel
2

Analyst Workforce Job Description

Job Description Example
Our company is hiring for an analyst workforce. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for analyst workforce
  • Set own daily and weekly priorities
  • Responsible for the creation and maintenance of contact center employee schedules within Aspect eWFM
  • Extend and terminate contingent workers as requested
  • Act as a single point of contact for WFM regarding system-related issues that impact production
  • Analyze HR data to create business insights and presentations regarding workforce trending, compensation, recruitment, employee relations, and benefit information
  • Lead in creating data reports and metrics in consultation with Centers of Excellence
  • Form strategic partnership with internal HR customers in order to provide perspective for their business planning
  • Conduct analyses of opportunities to define priorities and ensure that business value is derived
  • Identify and develop tools to measure program results and success
  • Model business processes to understand current systems along with their informational content in order to propose new processes that are either more efficient/effective
Qualifications for analyst workforce
  • Ability to work both with a group and independently with minimal supervision
  • Minimum tenure of one year in current role
  • Less than 2% Sick Leave Utilization in the past 6 months
  • Consistently meets or exceeds individual performance goals in the past 6 months
  • No Disciplinary Actions in the 6 months
  • College/University graduate with previous related work experience as Workforce or Real
3

Analyst Workforce Job Description

Job Description Example
Our company is hiring for an analyst workforce. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for analyst workforce
  • Factorize changes in capacity model
  • Act as an advisor for Project Manager
  • Validates Project Managers estimates and gathers all information and determines any collateral impact created by the project, additional training, reduction or increased on key driver
  • Monitored all projects forecasted and work closely with Business analyst to evaluate the impact and ultimately evaluate how the projects will impact future
  • Escalates any larger system and/or telephone problems to both operational leadership and client management
  • Assist scheduler/Team Manager in reviewing agent requests for time off such as vacation and personal days
  • Other duties as assigned to include various ad hoc reporting requests
  • Looks for and reports on trends for all related KPI’s
  • Administer and facilitate data validations on all supported databases
  • Create, load, maintain employee records in all supported data bases
Qualifications for analyst workforce
  • Requires hearing to be able to communicate effectively verbally and in writing with co-workers, vendors, clients, and others for word-related purposes
  • Minimum of a High School Diploma or GED – Advanced Degree preferred
  • Experience in Workforce Analysis required
  • Experience in quality monitoring is required
  • Exposure to telephony concepts and voice recording workflow preferred
  • Highly organized and can work independently with a team
4

Analyst Workforce Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of analyst workforce. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for analyst workforce
  • Strong Excel Skills including pivot tables and slicers
  • Work with others in the organization to develop and coordinate shift bids
  • Monitor queue, telephony, and agent performance
  • Identify call volume trends and averages on an intraday, weekly, monthly, basis
  • Generate agent work schedules on a regular basis
  • Identify, collect and analyze data
  • Monitor customer contact flows (queue) and real-time staffing versus calls to ensure Service Level Agreements are met
  • Analyze trends, highlight resource issues, and identify / recommend realistic options / solutions such as adjustment of staffing level, change of skills and level, to meet the service level objectives and financial efficiency measurements across all line of businesses and centers
  • Responsible for all operational updates on a daily basis within the eWFM systems
  • Structure and run analytics supporting the labor scheduling function
Qualifications for analyst workforce
  • A thorough knowledge of computer software
  • Understanding of Analytical/Data Mining Systems (ie
  • Ability to interact with all levels of the business is a must
  • Lead and participate in global ADS projects and initiatives
  • Previous payroll experience helpful
  • Proficiency with SAS and Showcase preferred
5

Analyst Workforce Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of analyst workforce. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for analyst workforce
  • Utilise workforce planning software to create budget plans, resource plans and staff rotas, ensuring all brands, language and channels are adequately resourced across all open hours
  • Monitor and measure schedule adherence and drive high adherence standards across the department
  • Consistently achieve KPIs relating to forecasting, performance planning and schedule adherence to ensure responsive service delivery regardless of time, channel or language of contact
  • Assist with budget planning inputs and understand the impact of changes
  • Identify and escalate shortfalls in staffing/resources and forecasting inaccuracies in a timely manner
  • Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements
  • Responsible for the design, implementation and management of agent work schedules to optimize staffing capability based on call volume trending and forecasting analytics
  • Responsible to manage call center staffing by way of real time monitoring of call traffic and agent schedule adherence
  • Responsible to produce reports for performance statics to Direct Banking Center Management
  • Develops and implements solutions, based on software functionality and key findings in call trending and forecasting analytics, to improve contact center objectives for efficiency, effectiveness and quality of service delivered
Qualifications for analyst workforce
  • No Final Written Warnings within the 60 days prior to the date of application, or receive a FWW at any time during the hiring process up until the start date for the new position
  • Must meet or exceed all minimum performance requirements (as applicable) in current position during the 30 day period prior to the date of application
  • Applicants during time frame of 30 days prior to date of application cannot be on a Performance Improvement Plan (PIP) or receive a PIP at any time during the hiring process up until the start date for the new position
  • Relevant work experience (2-4 years) considered an acceptable substitute for the education requirement
  • 1 to 3 years progressive workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment
  • Minimum 2 to 4 years’ experience in a contact center environment preferred

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