What does a Workforce Analyst do?
Workforce analysts interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.
Workforce analysts are responsible for maintaining and updating scheduling software and reporting data management activities around employee scheduling and forecasts. They improve processes and increase efficiency by recommending relevant and necessary changes. They create staff schedules and gather and review staff performance and customer issues related information to determine improvements through effective staffing decisions to meet customer needs. They must ensure a sufficient amount of staff is available to perform required tasks and produce reports for the human resources department to determine if employees are being utilized effectively and develop strategies including recruiting qualified staff. Workforce analysts also ensure that company policies are followed and need an associate's degree in business, human resources, or related fields
- Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
- Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
- Review reporting and communications to ensure accuracy and clarity.
- Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.
- Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
- Optimize and implement ongoing training and onboarding processes for staff members.
- Design, build and maintain, databases and/or spreadsheets tracking key service statistics.
- Operate as the subject matter expert on scheduling practices and functions within the organization.
- Partner with operations teams to ensure critical functionality operates effectively for restaurants.
- Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.
- Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
- Support training partners with subject matter expertise to ensure all training materials are current.
- Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.
- Meet with management to review staffing models and to make improvements on future forecasts.
- Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
- Bachelor's Degree in business or computer science.
- Proficient with Microsoft Office Suite.
- Strong leadership, time management, and critical thinking skills.
- Advanced understanding of statistics.
- Strong command of English language and good communication skills.
Workforce Analyst Salaries
Average Base Pay
Workforce Analyst Career Path
Learn how to become a Workforce Analyst, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Workforce Analyst Insights
“I am still pending to have my invoice settled after many queries and friendly reminders.”
“Competitive compensation: Willis Towers Watson is known for offering competitive compensation packages to its employees.”
“It is doing a little better but my team has been starting to feel on edge and watched.”
“Flexible working hours was good”
“awesome place to work and grown”
“Good people to work with and fun job”
“Great job to work and learn”
“You get good benefits and work no holidays”
Workforce Analyst Interviews
Frequently asked questions about the role and responsibilities of a Workforce Analyst
- Customer Care Manager
- Customer Relations
- Customer Service Manager
- Service Advisor