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.
I am also very proficient in office productivity tools such as Excel, Word, Access, and Powerpoint as well as knowledge in VBA, Macros and Automation, Adobe, Data Analysis and Forecasting.
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