Workforce analysts work in themanufacturing sector, transportation companies, contact centers,etc.
They are responsible for preparing andmanaging staffing and scheduling to ensure that a sufficient amountof staff is available to perform all required tasks.
They are responsible for assessing staffing levels daily,and monitoring attendance and schedule adherence.
The workforce analyst role also involves producing dailyreports of staff members’ attendance and performance forthe human resources department, which is being used to determinewhether employees are effectively utilized, or to developstrategies to recruit qualified staff.
It alsoincludes generating regular and ad-hoc reports on a variety of ofKPI’s and CSC metrics, including daily agent statisticsand skill group / call type statistics;
analyzing data to identifytrends, issues, and opportunities, and uncovering levers impactingthese issues, and developing recommendations forimprovement.