FAQs
What is the primary responsibility of the Workforce Services Analyst?
The primary responsibility is to accurately forecast, plan, and schedule calls/contacts or work volumes and staff/vendors to achieve customer support service levels and optimal performance.
What is the minimum experience required for this position?
A minimum of 2 years of overall workforce management (WFM) related experience is required.
What specific skills are required for this role?
Required skills include Real Time Adherence (RTA), Scheduling, Capacity Planning, and Forecasting.
Are there any preferred skills that could enhance my application?
Yes, good to have skills include mastery in MS Excel, experience with reports automation (VBA and Macro), template creation, and familiarity with WFM tools such as eWFM, IEX, CMS Avaya, Blue Pumpkin, or Aspect.
What kind of interactions will I have in this role?
You will have ongoing and frequent interactions with management operations, staff, vendors, or clients to achieve optimum results.
Is this role more analytical or operational in nature?
This role is primarily analytical, focusing on forecasting and planning to optimize workforce performance.
Is there an opportunity for growth in this position?
Yes, there is potential for growth as you develop your skills and experience in workforce management and operations.
What tools will I be expected to use in this position?
You will be expected to use various workforce management tools, including eWFM, IEX, CMS Avaya, Blue Pumpkin, and Aspect.
How essential is Excel proficiency for this role?
Proficiency in MS Excel is regarded as critical, particularly for tasks related to report automation and template creation.
What are some key performance metrics for the Workforce Services Analyst?
Key performance metrics typically include accuracy in forecasting, efficiency in scheduling, adherence to service levels, and overall operational performance.