What is a Workforce Management Call Center Analyst job?
A workforce management call center analyst is responsible for managing call volume, staffing, and scheduling in a call center environment. They use data analysis and forecasting to optimize staffing levels and ensure that customer service representatives are available to handle calls when needed.
What do they usually do in this position?
The main responsibilities of a workforce management call center analyst include:
- Analyzing call volume trends and patterns to forecast staffing needs
- Developing and implementing staffing schedules to ensure adequate coverage
- Monitoring and adjusting schedules in real-time to respond to changes in call volume
- Analyzing call center metrics to identify areas for improvement and make recommendations for process changes
- Providing reports and analysis to call center management to support decision-making
- Collaborating with other call center teams to optimize overall performance
Top 5 skills for this position
- Data analysis: Workforce management call center analysts must be skilled in analyzing data to identify trends and patterns.
- Time management: This role requires the ability to manage multiple priorities and tasks simultaneously.
- Communication: Effective communication is essential for collaborating with other call center teams and presenting findings to management.
- Attention to detail: Call center performance can be impacted by small changes, so being detail-oriented is important.
- Flexibility: Call volume can fluctuate rapidly, so the ability to quickly adjust staffing and schedules is critical.
How to become a workforce management call center analyst
To become a workforce management call center analyst, a bachelor's degree in a related field such as business, mathematics, or statistics is typically required. Additionally, many employers prefer candidates with previous experience working in a call center environment. Strong analytical skills and proficiency in data analysis tools are also important for this role. Some employers may provide on-the-job training for new analysts.
Average Salary
According to Glassdoor, the average base salary for a workforce management call center analyst in the United States is $57,000 per year. However, salaries can vary depending on the employer, location, and level of experience.
Roles and Types
There are several different types of workforce management call center analyst roles, including:
- Real-time analysts: These analysts are responsible for monitoring call volume in real-time and adjusting staffing and scheduling as needed to meet service level goals.
- Forecasting analysts: Forecasting analysts use historical data and trends to predict future call volume and staffing needs.
- Scheduling analysts: Scheduling analysts create and manage staffing schedules to ensure that customer service representatives are available to handle calls when needed.
- Reporting analysts: Reporting analysts analyze call center data to identify trends and areas for improvement and provide reports to call center management.
Locations with the most popular jobs in the USA
Workforce management call center analyst jobs can be found in call centers across the United States. Some of the cities with the highest concentration of call center jobs include:
- Phoenix, AZ
- Dallas, TX
- Atlanta, GA
- Tampa, FL
- Salt Lake City, UT
What are the typical tools?
Workforce management call center analysts use a variety of tools to manage call volume and staffing, including:
- Workforce management software: These tools help analysts forecast call volume, create schedules, and monitor real-time performance.
- Data analysis software: Analysts use data analysis tools to identify trends and patterns in call center data.
- Communication tools: Effective communication is essential for coordinating staffing changes in real-time, so many analysts use instant messaging or chat tools to communicate with other call center teams.
In conclusion
A workforce management call center analyst plays a critical role in ensuring that call centers are staffed appropriately to meet service level goals. This role requires strong analytical skills, attention to detail, and effective communication. With a bachelor's degree and experience in a call center environment, individuals can pursue a rewarding career as a workforce management call center analyst.