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Workforce manager skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Thomas Gainey Ph.D.,

Thomas Gainey Ph.D.

Below we've compiled a list of the most critical workforce manager skills. We ranked the top skills for workforce managers based on the percentage of resumes they appeared on. For example, 21.0% of workforce manager resumes contained hr as a skill. Continue reading to find out what skills a workforce manager needs to be successful in the workplace.

15 workforce manager skills for your resume and career

1. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how workforce managers use hr:

Developed and launched an indirect procurement strategy for the corporate HR department instituting standardization and structure to the purchasing process.
Developed and implemented HR competencies to drive consultative service model; designed and facilitated quality consultation training.

2. PowerPoint

Here's how workforce managers use powerpoint:

Developed ad hoc reports and presentations utilizing Microsoft Excel & Microsoft PowerPoint to present to the leadership team
Created WFM New Hire presentation on PowerPoint and Prezi applications.

3. Process Improvement

Here's how workforce managers use process improvement:

Headed process of innovating and implementing conflict resolution and process improvements to ensure exemplary standards of customer service.
Focus on enhancing the customer experience through process improvement initiatives and managing Supervisor and Agent productivity.

4. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how workforce managers use payroll:

Administered attendance policy and payroll.
Prepared monthly usage reports, weekly payroll log, ends reports, candidate tracking reports and audited G/L against department budgets.

5. Performance Management

Here's how workforce managers use performance management:

Conceived and managed a year-long initiative to develop a comprehensive Access database for account and agent performance management.
Created Standard Operating procedures for performance management, Attendance, time management and workforce management across the organization.

6. Employee Engagement

Here's how workforce managers use employee engagement:

Design objectives include measures to increase sales and net margin, ensure quality, improve employee engagement and maximize occupancy and efficiency
Certified as Achieve Global trainer, served as leadership coach, and developed employee engagement tools and processes.

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7. Capacity Planning

Capacity planning is the process or method that balances the available hours of team members against the project or program that they need to accomplish. It comprises the resources to do the work or project and the necessities to complete a particular task. Capacity planning assesses the resources and the skill of the team to decide whether to hire or purchase additional resources, defer or delay the project, push through with it or cancel the project.

Here's how workforce managers use capacity planning:

Worked in conjunction with Human Resources for new hires, capacity planning with classrooms, policy enforcement and Academy bay.
Enhanced forecasting and capacity planning capabilities through introduction of a WFM model within the Customer Service group.

8. Schedule Adherence

Schedule adherence is an evaluation metric or standard set by companies to assess whether or not call center agents are adhering to their assigned schedules. It is a time, procedure, and team management system employed by various call agencies to ensure the smooth functioning of their enterprise.

Here's how workforce managers use schedule adherence:

Ensured workforce team accurately tracked and managed call center schedule adherence and attendance.
Explained and trained schedule adherence and exception mitigation.

9. KPIs

Here's how workforce managers use kpis:

Set and monitored departmental goals and provided operations reporting detailing KPIs, costs, etc.
Created reports for operations team to have better understanding and visibility into KPIs.

10. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how workforce managers use continuous improvement:

Manage an effective, dynamic CSR operational structure that supports desired company objectives, especially continuous improvement of customer service processes.
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

11. Direct Reports

Here's how workforce managers use direct reports:

Established performance objectives and administer performance appraisals for direct reports.
Educate direct reports on policies and procedures and best practices to employee policies during team meetings.

12. Center Management

Here's how workforce managers use center management:

Trained and develop new workforce analyst on call center management
Provided Call Center management expertise in the establishment of a 24-hour Student Services Center for the University of Maryland University College.

13. Customer Satisfaction

Here's how workforce managers use customer satisfaction:

Provide input to improve customer satisfaction and contact center efficiency based on workforce management results.
Establish and develop relationship with internal managers and external vendor/suppliers to ensure customer satisfaction.

14. WFM

Here's how workforce managers use wfm:

Reviewed WFM processes and procedures to ensure efficiency and effectiveness.
Developed and implemented WFM hierarchy and process architecture for international

15. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how workforce managers use customer care:

Complete special projects as assigned using technology and knowledge of customer care operations.
Total responsibility for all customer care escalation issues.

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What skills help Workforce Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on workforce manager resumes?

Thomas Gainey Ph.D.

Chair and Professor, University of West Georgia

Given the recent pandemic, many employers are looking for employees who can easily adjust to changing conditions and adapt to working online if necessary. Thus, resumes that demonstrate a candidate is flexible, creative, and self-disciplined are going to be attractive. Additionally, the extent to which a candidate can show excellent time-management skills will likely create more opportunities in the job market.

What soft skills should all workforce managers possess?

Thomas Gainey Ph.D.

Chair and Professor, University of West Georgia

Soft skills are critical as many workers continue to work from home or at least work more of a hybrid schedule. The ability to work effectively with other individuals, sometimes from a distance, has never been more critical. Those individuals who exhibit excellent communication, teamwork, and interpersonal skills will likely be in high demand.

What hard/technical skills are most important for workforce managers?

Thomas Gainey Ph.D.

Chair and Professor, University of West Georgia

With the recent pandemic and the growing reliance on technology to perform many jobs, individuals have been forced to quickly develop or strengthen their technical skills. And these technical skills are in high demand by employers. Individuals with knowledge and experience with enterprise systems, Microsoft Office applications, and popular programming languages will have a significant advantage.

What workforce manager skills would you recommend for someone trying to advance their career?

Dr. Kim Roberts

Professor of Operations Management, Website

Business professionals lead organizations by focused efforts that revolve around products/services, processes, and people. Business professionals work to ensure the firm's products and/or services meet customer expectations, with an eye toward an ever-changing market. They manage processes that produce or support the firm's products. This requires the ability to analyze data to make informed decisions, to drive continuous improvement, and to solve problems through critical thinking. Successful business professionals must also create climates that promote teamwork and foster collaboration.

What type of skills will young workforce managers need?

Patrick Scott Ph.D.

Assistant Professor of Economics, Louisiana Tech University

I think the importance of critical thinking and reasoning skills cannot be overstated enough. In this area, economics shines. Additionally, analytical and quantitative skills are more important than ever. Businesses continue to make the shift towards data-driven decision making. The ability to quickly analyze data and correctly assign an interpretation or meaning to that data is an important job market skill. With just a little bit of economic intuition, combined data science skills, business economics majors are uniquely positioned for success in the job market of tomorrow.

Do you want to know more?

List of workforce manager skills to add to your resume

The most important skills for a workforce manager resume and required skills for a workforce manager to have include:

HR
PowerPoint
Process Improvement
Payroll
Performance Management
Employee Engagement
Capacity Planning
Schedule Adherence
KPIs
Continuous Improvement
Direct Reports
Center Management
Customer Satisfaction
WFM

Customer Care
Customer Service
ACD
Historical Data
SQL
IEX
IVR
Workforce Management Software
Performance Metrics
PTO
Employee Development
Avaya CMS
Trend Analysis
SR

SLA
Historical Trends
Time Monitoring
AHT
Collective Bargaining
SharePoint
Schedule Changes
Scheduling Process
Sigma
Workforce Analysts
QA
Agent Performance
Workforce Management System
Time Scheduling

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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