Workforce Management Analyst Job Description

Workforce Management Analyst Job Description

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Workforce management analyst provides qualitative and quantitative analyses of key performance indicators (KPIs) obtained from the workforce management tools and Genesys I3 phone system.

Workforce Management Analyst Duties & Responsibilities

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

Sample responsibilities for this position include:

Identifies opportunities for process improvement via automation within SQL database and or VBA macros in excel
Provide real-time monitoring via tools (Aspect WFM, Avaya CMS, ) and workforce management techniques
Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
Identifies opportunities for process improvement via SQL, Macro automation
Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are met
Perform root cause analysis when action plans do not net desired results
Complete and manage schedule exceptions/adjustments for the company on a daily basis
Administer labor system for retail chain
Create reporting relating to all labor data and conduct labor analysis
Ensure proper use of retail labor system

Workforce Management Analyst Qualifications

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

Licensing or Certifications for Workforce Management Analyst

List any licenses or certifications required by the position: PMP, MS, PE, SWPP

Education for Workforce Management Analyst

Typically a job would require a certain level of education.

Employers hiring for the workforce management analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Business/Administration, Education, Statistics, Finance, Management, Economics, Mathematics, Engineering, Computer Science

Skills for Workforce Management Analyst

Desired skills for workforce management analyst include:

Avaya
ACD system
Excel
Technologies and key performance indicators
Workforce management calculations
Call Center management best practices
IEX
PowerPoint
SQL
Access

Desired experience for workforce management analyst includes:

Requires thorough knowledge of the business unit, its objectives and all applications used within the business unit
Functions as technical expert in a group or as project manager for moderately complex development-related projects
Typically involved in the business unit's long range systems planning and development
5+ Years of forecasting and modeling
Mortgage Fulfillment Operations Knowledge
Call Center Technology is a plus

Workforce Management Analyst Examples

1

Workforce Management Analyst Job Description

Job Description Example
Our growing company is hiring for a workforce management analyst. 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 workforce management analyst
  • Manage all activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX TotalView)
  • Overall responsibility for volume forecasts and implementation of agent scheduling timeframes for assigned call centers/call queues
  • Build short term/long term volume forecasts, staffing schedules, analyze market forecasts and variables to optimize the fit between needs and resources requirements
  • Build models that forecast calls into the switch, IVR containment effectiveness, first touch, transfer, and all-in volume handling needs
  • Analyze historical data to utilize for future forecasting and scheduling
  • Update historical patterns for future monthly, weekly, daily, and intraday patterns
  • Work with site resource management group, REM group, and management teams to develop and administer shift-bid process and create short-term schedules aligned with long-term plans
  • Reviews, develops and maintains all reporting platforms and tools for Area, Market, Regional, Corporate level reporting requirements
  • Perform root cause analysis of call volume data to identify reduction opportunities
  • Communicate via in-person, email and phone effectively with Call Center leadership (at all levels) to ensure high quality and timely completion of forecasts and schedules
Qualifications for workforce management analyst
  • Must be a self-starter team player that can work independently with minimum supervision
  • Must be able to interact with all levels of employees
  • WFM experience or Contact Center experience
  • BA or BS degree in Business or related field is preferred •Min
  • No specific qualifications are required for this role
  • Minimum 1 year experience in a Service Delivery role across call centres (required)
2

Workforce Management Analyst Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of workforce management analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for workforce management analyst
  • Supports Leadership in the development of demand planning strategy, foot-print planning, and benchmarking, and represents Workforce Management on behalf of or in absence of the Manager
  • Performs complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes
  • Creates forecast models, budget/financial forecasts, spreadsheet models and ad-hoc queries to support business analysis, financial planning, and financial controls
  • Supports team in creation of schedule segments based on forecasts and planning ensures timely handling of exception requests and changes
  • Analyzes, and supports the team in analyzing, real-time performance utilizing continual forecast strategies, key operational metrics, and leading indicators to understand patterns and trends against tolerance levels
  • Develops and executes response plans working alongside team to proactively identify priorities and develop insights to maintain business results, improve customer satisfaction, maximize workforce efficiency, and improve operational and financial performance to ensure “Trusted Care”
  • Leads creation and delivery of forecast, schedule efficiency and operational reports to stakeholders and validates for accuracy
  • Interfaces with all levels of operations and process partners across the enterprise
  • Participates in or leads multiple WFM related initiatives, projects, financial planning and budgeting, including month end reconciliation and rebilling
  • Creates, updates and sustains the Oakley Experience time and motion studies using MOST(Maynard Operational Sequencing Technique) for process efficiencies created by Ciao!, Kronos Workforce Scheduler, Order Tracker, Market Labs and Accuexam
Qualifications for workforce management analyst
  • Must possess excellent computer skills including extensive spreadsheet knowledge, and word processing
  • At least 1 year experience in Workforce Management/Queu Management
  • Must possess excellent verbal and written communication skills, strong interpersonal skills required, possess basic math ability, the advanced ability to create, interpret and trend statistical measures
  • Familiarity with eWFM and/or other Call Center WFM applications
  • Prefer candidates with workforce management experience
  • Strongly prefer workforce management experience
3

Workforce Management Analyst Job Description

Job Description Example
Our growing company is looking to fill the role of workforce management analyst. 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 workforce management analyst
  • Executes the strategic implementation of Standards Pro to Kronos WFS including interface design, process improvement recommendations and process documentation
  • Develops President’s Club program reporting and sustains monthly process via Oracle database, joins data from multiple sources and creates innovative solutions to remedy any issues that arise
  • Supports and sustains all brand contest reporting to support eyePlay and various product driven contests as needed
  • Partners with payroll compensation team on contest payouts, bonuses, spiffs and commissions including interim commission payouts for Ciao stores in lieu of commissions engine
  • Validates and revises reporting and metrics used within Oakley Dashboard as they relate to Ciao! Remediation strategies
  • Updates labor forecasting processes
  • Leads and assists new WFM Analysts as team expands in future and serves as a coach and mentor
  • Investigates/analyzes Monthly Sales and Labor forecasts accordingly as a zone analyst
  • Develops methodology and functionality to automate and streamline reporting with Kronos Workforce Analytics
  • Builds and sustains project tracking reporting relating to Ciao rollout, Kronos Scheduler rollout, Market labs and fleet renewal and ensures integrity of the data
Qualifications for workforce management analyst
  • Establishes proactive working relationships with business partners
  • Participates in special projects and creates ad hoc analyses
  • Supports financial managers/analysts as they partner on key projects
  • Motivated self-starter who is willing to accept new responsibilities as processes change/improve
  • Strong Systems experience and aptitude
  • Able to communicate complex processes to Senior Management
4

Workforce Management Analyst Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of workforce management analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for workforce management analyst
  • Develops methodologies/functionality to automate and streamline reporting tools and databases
  • Develops processes that maximize the efficiency of financial reporting tools
  • Ensures integrity of report data
  • Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible
  • Schedules activities around forecasted call patterns
  • Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met
  • Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability
  • Updates schedules to account for breaks, paid time off, tardiness
  • Make decisions in a fast paced real time environment affecting the department’s break and lunch schedules based on actual volumes and available resources
  • Determines monthly bonus payouts for agents and supervisors based on pre-established measures
Qualifications for workforce management analyst
  • Curiosity to research issues and willingness to expand breadth of knowledge
  • Experience with SAP, Hyperion, Essbase & Business Objects
  • Bachelor’s degree Finance/Accounting or MIS
  • Proficiency with Microsoft Excel Macros - both the ability to troubleshoot and create new Macros
  • Bachelor’s Degree in Business, Mathematics, Statistics, Computer Science, or Engineering or relevant work experience
  • Experience managing volume and staffing forecasts in Excel - report designing that involves linking worksheets across multiple workbooks together (this is common when having to deal with manual forecasting/scheduling environments)
5

Workforce Management Analyst Job Description

Job Description Example
Our company is looking to fill the role of workforce management analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for workforce management analyst
  • Interpret and analyze business requirements and design and implement appropriate solutions
  • Manage the Contact Center Help Desk (1st Line of support), troubleshoot call routing application and system related issues with team members and partners
  • Administration of Aspect WFM software for our EMEA centers
  • Analyze and report on shrinkage data and trends, including absenteeism Leverage our Aspect software to recommend optimal schedules for agents
  • Be responsible for the tracking and auditing of all headcount for our EMEA centers
  • Make recommendations on discretionary activities, such as holidays, trainings, and meetings
  • Partner with our Capacity Planning team to develop and administer center-wide shift realignments
  • Participate in weekly staffing review meetings with management detailing previous and current week’s performance
  • Create overtime recommendations based on short term staffing gaps
  • Configure, update, and maintain the workforce management system for operational functionality
Qualifications for workforce management analyst
  • Must be able to work across multiple functions and business processes
  • Prior experience in Workforce Management
  • Ability to manage multiple tasks and deliver on tight deadlines
  • SSIS and SAS skills would be a definite asset
  • Be able to use existing reports and analyze data in Excel
  • Preferably completed university degree in business studies or analytics

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