Workforce Analyst Job Description

Workforce Analyst Job Description

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Workforce analyst provides excel Assistance / Training to Call Center Operations for prep on invoicing or client facing reports 2.5%.

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:

Administer company policies and procedures for things such as tuition reimbursement, leaves of absence, transfers, terminations, new hires, strong understanding of position management and organizational structure
Administer company policies and procedures for things such as, leaves of absence, transfers, terminations, new hires, a strong understanding of position management and organizational structure
Reviewing office systems and procedures
Consults with internal clients to outline scope and business issue to analyze
Completes assigned reports with varying frequencies utilizing various systems
Communicates with other departments across the company as necessary
Independently gathers, compiles and analyzes data qualitatively and/or quantitatively
May manage projects of varying degrees of complexity and/or visibility
Conducts quality assurance reviews on data
Designs reports for business intelligence tool to inform management decision-making, policies and practices

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:

Telephony/call routing and workforce platforms
Excel
PowerPoint
Word
Call center operations
Computer software
Microsoft Office applications
Procedures
Particularly Excel
Microsoft Excel

Desired experience for workforce analyst includes:

Perform moderately complex analysis, using multiple systems, to assist Workforce Analytic leaders for use with clients to address data inquiry requests and questions
Results-oriented with strong attention to detail and accuracy
Define an organization’s manpower requirements
Bachelor of arts/Bachelor of SCIENCE
Provide long-term and daily forecasting support to call center leaders
Manage Real Time activity of Customer Service Representatives through compliance and productivity data tracking

Workforce Analyst Examples

1

Workforce Analyst Job Description

Job Description Example
Our company is looking for a workforce analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce analyst
  • 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
Qualifications for workforce analyst
  • 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
2

Workforce Analyst Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of workforce analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce analyst
  • 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
Qualifications for workforce analyst
  • 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
3

Workforce Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a workforce analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce analyst
  • 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
Qualifications for workforce analyst
  • 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
4

Workforce Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a workforce analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce analyst
  • 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
Qualifications for workforce analyst
  • 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
5

Workforce Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for a workforce analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for workforce analyst
  • 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
Qualifications for workforce analyst
  • 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

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