| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Mid level |
| Reports to | Workforce Manager |
| Direct reports | None |
| Experience | 2 to 5 years in workforce management or analytics |
Workforce Management Analyst job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Workforce Management Analyst
Department: Customer Support
Reports to: Workforce Manager
Location: [City], [office, branch or site]
About the role
A Workforce Management Analyst does the forecasting and scheduling that keeps a contact centre correctly staffed. They analyse historical volume, build forecasts, create schedules that match demand, and produce the reports the workforce team relies on. They are the planning specialist behind the roster. A good Workforce Management Analyst forecasts volume accurately, builds schedules that hold service levels without overstaffing, plans shrinkage realistically, and gives operations clear, reliable staffing plans and reporting to run the floor.
Key responsibilities
- Analyse historical contact volume and patterns to build accurate forecasts.
- Forecast volume and staffing needs across intervals, days and weeks.
- Build agent schedules and shift rosters that match the forecast demand.
- Plan shrinkage, leave and training into the schedule so coverage holds.
- Produce staffing, service-level and shrinkage reports for the workforce team.
- Analyse forecast accuracy and refine the models over time.
- Support capacity planning for new campaigns and volume changes.
- Maintain the scheduling data and agent skill and availability records.
- Coordinate with operations on staffing plans and schedule changes.
- Prepare what-if scenarios to support staffing and volume decisions.
Requirements
- Graduate in any discipline
- Strong data and spreadsheet skills
- Workforce management experience is an advantage
- 2 to 5 years in workforce management or analytics
KRAs and KPIs for a Workforce Management Analyst
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Forecast accuracy | Volume forecast accuracy within the agreed error range |
| Schedule fit | Schedules matching demand so service levels hold across intervals |
| Shrinkage planning | Shrinkage planned realistically against actuals |
| Reporting | Staffing and service-level reports accurate and on time |
| Model improvement | Forecast accuracy improving over successive cycles |
Skills and tools
Tools used day to day: WFM software, MS Excel, ACD and dialer reports, BI tools, Forecasting models.
Reporting line and career path
Next roles: Workforce Manager, Senior WFM Analyst, Operations Analyst
Interview questions for a Workforce Management Analyst
- How do you forecast volume for a process with a strong weekly pattern?
- How do you build a schedule that matches an uneven demand curve?
- How do you plan shrinkage into a schedule?
- How do you measure and improve forecast accuracy?
- How do you prepare a staffing plan for a new campaign?
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What does a Workforce Management Analyst do?
A Workforce Management Analyst does the forecasting and scheduling that keeps a contact centre correctly staffed. They analyse historical volume, build forecasts, create schedules that match demand, plan shrinkage, and produce staffing and service-level reports. They refine forecast models over time and support capacity planning for new campaigns and volume changes.
What is the difference between a WFM Analyst and a Real Time Analyst?
A Workforce Management Analyst plans ahead: forecasting volume and building schedules. A Real Time Analyst manages the day live, adjusting breaks and staffing to hold service level minute by minute. WFM is planning; real-time is intraday execution. Both sit in the workforce team, and analysts often move between the two roles.
What qualifications does a Workforce Management Analyst need?
A graduate degree with strong data and spreadsheet skills is the usual base, and workforce management experience is an advantage. Employers value forecasting and scheduling ability, command of Excel and WFM tools, and attention to detail. The knack for reading volume patterns and building realistic schedules matters most.