Workforce analysts ensure improvement in an organization’s workforce operations, leading to reduction in overheads and increase in customer satisfaction.
Workforce Analyst Job Description, Key Duties and Responsibilities
If you are searching for the workforce analyst job description, then you are on the right page. This post highlights the key duties, tasks, and responsibilities most firms will ask you to perform if you are hired as a workforce analyst.
This post also helps job seekers applying for the workforce analyst role to learn about the major requirements most recruiters may expect them to meet to qualify to apply for the position.
Read on:
What Does a Workforce Analyst Do?
The workforce analyst job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
It also entails gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction.
Workforce analysts work in the manufacturing sector, transportation companies, contact centers, etc.
They are responsible for preparing and managing staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks.
It is also part of their duties to assess staffing levels daily, and monitor attendance, and schedule adherence.
The workforce analyst role also involves producing daily reports of staff members’ attendance and performance for the human resources department, which is being used to determine whether employees are effectively utilized, or to develop strategies to recruit qualified staff.
It also includes generating regular and ad-hoc reports on a variety of of KPI’s and CSC metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.
Workforce analysts are responsible for providing periodic reports: real time and historical reports containing performance data to support operations management.
They also communicate with the operations, management and human resources teams to be sure that all departments are abiding by company standards.
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Workforce analysts are also responsible for appropriately responding to service level variations by working with client and operations to match staff to demand and/or reallocate call volumes.
They serve as the real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals.
The workforce analyst work description entails analyzing schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and making continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.
To become a workforce analyst requires a minimum of High School Diploma and a combination of call center experience and professional training.
Other requirements that you need to meet to get into the workforce analyst career include strong computer skills, knowledge of relevant software (for scheduling), and organizational skills.
You also need to possess analytical skills, ability to thrive in a fast-paced environment, and ability to handle pressure to perform successfully on the Job.
Workforce analysts perform various functions, including overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous work flow project for the organization.
The workforce analyst job description typically involves the following duties, tasks, and responsibilities:
Primary point of contact on workforce management policies
Subject-matter expert on workforce optimization issues
Ensure service level targets are met; maintain the right headcount, and calculate call capacity
Responsible for the maintenance and upkeep of scheduling software
Reporting data management activities around employee scheduling and forecasts
Improve processes and increase efficiency of operations by recommending necessary changes
Undertake majority of call forecasting and agent scheduling for the contact center
Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
Responsible for the approval of an employee’s timecard in Oracle at the end of each pay period.
Workforce Analyst Requirements – Skills, Knowledge, and Abilities for Career Success
If you are seeking the job of a workforce analyst, there are specific requirements employers will want you to meet to prove that you are best prepared to perform the obligations, objectives, and purpose of the role defined by the company.
Shown below are major abilities, knowledge, skills, and experience and other requirements that most recruiters/employers commonly set for applicants for the role of workforce analyst to meet to be hired in their organizations:
Education: Applicants for the workforce analyst position require a High School Diploma to Bachelor’s degree (depending on the choice of the recruiter) in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1-3 years of call center experience
Knowledge: To perform successfully on the Job, they must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. They also require the ability to summarize, visualize, and present data. It is also vital that they possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. They must also possess benchmarking and trending experience
Computer skills: They must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks. They must also have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, work flow, and statistical data
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Analytical skills: They must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
Communication skills: They must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
Organizational skills: Their job description requires them to establish an efficient workplace environment, therefore, it is important that they are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
Ability to handle pressure: They require the ability to work effectively in a fast-pace situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
Conclusion
If you are hiring for the workforce analyst position in your company, the sample job description provided above can help you create a description of the role that perfectly highlights the duties and responsibilities employees will perform working as a workforce analyst in your organization.
Also, individuals interested in the workforce analyst career will be able to increase their knowledge of the role to be able to prepare well for success on the job.
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