What does a workforce management analyst do?
A workforce management analyst's role is to oversee the workforce in a company while developing better management strategies. Their responsibilities revolve around conducting research and analysis to identify employees' needs, detect vulnerabilities in human resources, monitor staff performance and attendance, address issues and concerns, ensure schedule compliance, and coordinate with different departments within the company. A workforce management analyst may also perform clerical tasks such as producing reports, creating presentations, and arranging schedules. Moreover, it is vital to ensure that all employees adhere to the company's policies and regulations.
Workforce management analyst responsibilities
Here are examples of responsibilities from real workforce management analyst resumes:
- Manage and monitor agent performance using CMS to achieve optimal response for customer calls.
- Direct daily departmental operations to ensure client metric requirements and internal SLA's are achieve.
- Manage call center reports utilizing Avaya ACD, CMS, IEX and ensure accuracy and distribution compliance.
- Manage forecasts and staffing coverage to ensure SLA's are met, attributing to awards receive based on performance.
- Perform reviews of select teams and programs to determine whether VBA and federal policies and guidelines are effectively implement and manage.
- Test IVR system to detect any issues, monitor real-time adherence and prepare and update various ACD reports for management.
- Compare actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are create and maintain.
- Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions.
- Educate internally and externally veterans on OPM hiring authorities and other opportunities for placement within the agency.
- Develop and maintain resource utilization models and attrition analysis by planning period using historical data within IEX or other resources identify.
- Offer insight into PBX issues.
- Communicate and support the fulfillment of VACP, VTO and OT.
- Provide case management to veterans with special employment and training needs.
- Assist VP with PowerPoint creation for use in quarterly sales department meetings.
- Create and implement QA program for escalate issues encounter by call center agents.
Workforce management analyst skills and personality traits
We calculated that 9% of Workforce Management Analysts are proficient in Call Volume, PowerPoint, and Schedule Adherence. They’re also known for soft skills such as Analytical skills, Interpersonal skills, and Communication skills.
We break down the percentage of Workforce Management Analysts that have these skills listed on their resume here:
- Call Volume, 9%
Maximized call volume coverage and enabled the fulfillment of established service metrics by strategically scheduling call center agents.
- PowerPoint, 7%
Develop, prepare and distribute reports utilizing IEX Schedule Management software and Microsoft Excel, Word, PowerPoint, and Outlook.
- Schedule Adherence, 5%
Monitor associate real time schedule adherence; provided authorization for all unplanned activities and coordinate approved activities with Operations Management.
- Data Analysis, 5%
Conducted call data analysis and performance report generation of all site accounts for submission to site upper-management.
- Strong Analytical, 5%
Detailed oriented with strong analytical skills, problem solving ability and troubleshooting capacities.
- SQL, 4%
Designed and implement a service call quality monitoring and tracking database using Access, SQL, and VBA.
Common skills that a workforce management analyst uses to do their job include "call volume," "powerpoint," and "schedule adherence." You can find details on the most important workforce management analyst responsibilities below.
Analytical skills. One of the key soft skills for a workforce management analyst to have is analytical skills. You can see how this relates to what workforce management analysts do because "management analysts must be able to interpret information and use their findings to make proposals." Additionally, a workforce management analyst resume shows how workforce management analysts use analytical skills: "created two access databases for talent management and a sharepoint database for the compensation group producing accurate data management and reporting"
Interpersonal skills. Another soft skill that's essential for fulfilling workforce management analyst duties is interpersonal skills. The role rewards competence in this skill because "management analysts work with managers and other employees of the organizations for which they provide consulting services." According to a workforce management analyst resume, here's how workforce management analysts can utilize interpersonal skills in their job responsibilities: "applied interpersonal, analytical and computer skills to troubleshoot incoming problems and disbursed cases to the appropriate information systems team members. "
Communication skills. This is an important skill for workforce management analysts to perform their duties. For an example of how workforce management analyst responsibilities depend on this skill, consider that "management analysts must be able to convey information clearly in both writing and speaking." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a workforce management analyst: "manage real time adherence by monitoring agent schedule and acd states in rta, and communication with the supervisors. ".
Time-management skills. A big part of what workforce management analysts do relies on "time-management skills." You can see how essential it is to workforce management analyst responsibilities because "management analysts often work under tight deadlines and must use their time efficiently to complete projects on schedule." Here's an example of how this skill is used from a resume that represents typical workforce management analyst tasks: "tracked and approved wfm vacation time. "
Problem-solving skills. Another crucial skill for a workforce management analyst to carry out their responsibilities is "problem-solving skills." A big part of what workforce management analysts relies on this skill, since "management analysts must be able to think creatively to solve clients’ problems." How this skill relates to workforce management analyst duties can be seen in an example from a workforce management analyst resume snippet: "train and coach local management in wfm best practices and promote continuous improvement by conducting analysis and recommending effective solutions. "
The three companies that hire the most workforce management analysts are:
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Compare different workforce management analysts
Workforce management analyst vs. Business operations analyst
A business operations analyst is an individual who identifies and solves issues related to the performance of the business operations. Together with the management and engineering departments, business operations analysts must analyze and review a vast amount of data to identify business opportunities. They must provide recommendations and updated policies so that they can improve the company's business performance. Business operations analysts are also required to create monthly reports and present them to upper management on their key findings and assessments.
There are some key differences in the responsibilities of each position. For example, workforce management analyst responsibilities require skills like "call volume," "powerpoint," "schedule adherence," and "sql." Meanwhile a typical business operations analyst has skills in areas such as "provide management," "analyze data," "shared services," and "business operations." This difference in skills reveals the differences in what each career does.
Business operations analysts tend to make the most money working in the technology industry, where they earn an average salary of $69,138. In contrast, workforce management analysts make the biggest average salary, $68,779, in the finance industry.business operations analysts tend to reach higher levels of education than workforce management analysts. In fact, business operations analysts are 6.5% more likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Workforce management analyst vs. Analyst
Analysts are employees or individual contributors with a vast experience in a particular field that help the organization address challenges. They help the organization improve processes, policies, and other operations protocol by studying the current processes in place and determining the effectiveness of those processes. They also research industry trends and data to make sound inferences and recommendations on what the company should do to improve their numbers. Analysts recommend business solutions and often help the organization roll out these solutions. They ensure that the proposed action plans are effective and produce the desired results.
Each career also uses different skills, according to real workforce management analyst resumes. While workforce management analyst responsibilities can utilize skills like "call volume," "powerpoint," "schedule adherence," and "sql," analysts use skills like "customer service," "project management," "digital transformation," and "data entry."
Analysts may earn a higher salary than workforce management analysts, but analysts earn the most pay in the technology industry with an average salary of $79,330. On the other hand, workforce management analysts receive higher pay in the finance industry, where they earn an average salary of $68,779.In general, analysts achieve similar levels of education than workforce management analysts. They're 4.4% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for workforce management analysts in the next 3-5 years?
Benjamin Clark Ph.D.
Associate Professor, University of Oregon
Workforce management analyst vs. Staff analyst
Staff Analysts are employees who oversee the activities related to the employees. They monitor the performance of the employees and assess whether particular employees suit the role they have. They also assess the current roles in the company to see if those roles are really needed. Staff Analysts ensure that the manpower allocation in the company is efficient. They analyze staff-related data to check whether there are more areas for improvement. Staff Analysts may also be assigned to come up with projects related to improving productivity.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a workforce management analyst is likely to be skilled in "call volume," "powerpoint," "schedule adherence," and "strong analytical," while a typical staff analyst is skilled in "project management," "technical support," "windows," and "logistics."
Staff analysts earn the highest salary when working in the technology industry, where they receive an average salary of $107,444. Comparatively, workforce management analysts have the highest earning potential in the finance industry, with an average salary of $68,779.staff analysts typically earn higher educational levels compared to workforce management analysts. Specifically, they're 7.2% more likely to graduate with a Master's Degree, and 1.2% more likely to earn a Doctoral Degree.Workforce management analyst vs. Human resources analyst
A human resources (HR) analyst is an individual who collaborates with a company's HR staff members to identify and assist in solving HR-related issues. HR analysts must provide advice and support to numerous departments in the organization regarding HR policies and best practices. They assist the HR team in the moderation of operating policies, guidelines, and systems to encourage best practices in the company. HR analysts also review data of employees and job candidates while inputting them into the HR database.
Types of workforce management analyst
Updated January 8, 2025
