Workforce Analyst
Controller Job Description
Workforce analysts often perform duties that are commonly associated with supervisors and human resources staff. They may be responsible for creating staff schedules. They also gather and review a lot of information related to staff performance and customer issues. Their objective is to determine ways to improve operations through effective staffing decisions so that customer needs are met. Part of their duties involves assessing staffing levels on a daily basis. They must ensure that a sufficient amount of staff is available to perform all required tasks. Workforce analysts may also produce reports for the human resources department. These reports can be used to determine if employees are being utilized effectively or to develop strategies to recruit qualified staff. The workforce analyst also plays a direct role in ensuring that company policies are followed.
Workforce analysts need to have strong computer skills in order to store data, create reports, produce schedules and perform other tasks. Analytical skills are important for reviewing information and forming appropriate conclusions. Workforce analysts should have strong communication skills to ensure that employees are kept informed of developments effectively and to ensure that all appropriate staff are aware of issues. Organizational skills are important because workforce analysts play a role in establishing an efficient workplace environment and they also must be able to manage a range of tasks and prioritize their responsibilities.
There is no one specific educational path for aspiring workforce analysts. It’s possible to pursue this career option by gaining practical experience in a call center and having a high school diploma or GED. An associate’s degree in a relevant field, such as business or human resources, may be required for some opportunities while other employers may require workforce analysts to have a bachelor’s degree. Workforce analysts can also benefit from taking computer courses because they must be familiar with a number of different programs to complete their tasks. Experience or training using Microsoft Office programs and workforce management software is often preferred.
• Serve as the primary point of contact on workforce management policies
• Serve as subject-matter expert on workforce optimization issues
• Ensure service level targets are met; maintain the right headcount, and calculate call capacity
• Responsible for the maintenance and upkeep of scheduling software
• Responsible for reporting data management activities around employee scheduling and forecasts
• Improve processes and increase efficiency of operations by recommending necessary changes
• Undertake majority of call forecasting and agent scheduling for the contact center
• Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
• Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
• Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
• Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
• Responsible for the approval of an employee’s timecard in Oracle at the end of each pay period.
Typical duties of a Controller
Skills:
• Computer skills: They must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks. They must also have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, work flow, and statistical data
• Analytical skills: They must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
• Communication skills: They must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
• Organizational skills: Their job description requires them to establish an efficient workplace environment, therefore, it is important that they are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
• Ability to handle pressure: They require the ability to work effectively in a fast-pace situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
Qualifications: Bachelor’s degree (depending on the choice of the recruiter) in Mathematics, Business Studies, Business Administration, or Human Resources