A workforce management analyst's position includes elements of human resources and operations. On the operations side, a work force management analyst collects metrics on the workforce, analyzes this data to determine what trends exist, and then formulates plans to further the operational goals of the business. On the human resource side, they use data collected about individuals and teams to determine who is needed at specific points in the work cycle, as well as plan activities for lower activity business periods and help train management in identifying individuals and teams who need more coaching and mentoring.
Workforce management analysts are usually found in service sectors that see a large variation in their output requirements over a period of time - for example, the customer care call center industry. To maintain adequate service, the workforce management analyst for a call center would need to ensure that there are enough trained staff members on hand to resolve inbound calls. At the same time, the workforce management analyst also much make sure there are not too many staff members working to avoid unnecessary costs to the business.
Workforce management analysts work in office settings and often use computer software to collect data, track trends, and create forecast models; thus, familiarity with computers is a necessary skill set. The educational requirements for the position vary since technical industries require some understanding of the product or service offered. Typically, these analysts must have at least a high school diploma with some experience in workforce management or human resources; some companies may require a bachelor's degree in mathematics or another technical discipline.
Workforce Management Analyst Tasks
- Prepare operations and procedures manuals to assist management in operating more efficiently and effectively.
- Includes program analysts and management consultants.
- Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies.