Workforce Management Analyst

Workforce Management
A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing productivity and service levels within the team they manage.

Skills required for a WFM supervisor role:
•    Strong analytical skills and ability to interpret data
•    Excellent communication and interpersonal skills
•    Proficiency with workforce management software
•    Understanding of labor laws and compliance requirements
•    Problem-solving and decision-making abilities
•    Proficiency with telephony routing solutions
•    Proficiency with Excel and Power BI
 

Role & Responsibilities
•    Forecasting and Staffing:
•    Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
•    Develop staffing plans based on forecasted demand and business goals.
•    Adjust staffing levels based on real-time fluctuations in demand.
•    Scheduling and Allocation:
•    Create employee schedules that align with forecasted demand and labor constraints.
•    Optimize shift patterns to maximize efficiency and minimize costs.
•    Manage employee time off requests and ensure adequate coverage during peak periods.
•    Performance Monitoring and Coaching:
•    Monitor real-time adherence to schedules and performance metrics.
•    Identify areas for improvement and provide coaching to employees.
•    Conduct performance reviews and provide feedback.
•    Data Analysis and Reporting:
•    Analyze workforce data to identify trends and opportunities for optimization.
•    Generate reports on key performance indicators (KPIs) related to workforce management.
•    Present data insights to management to inform decision-making.
•    Compliance Management:
•    Ensure compliance with labor laws and company policies regarding scheduling and overtime.
•    Monitor employee time and attendance to prevent violations.