What does a Workforce Analyst do?

Workforce analysts interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.

Workforce analysts are responsible for maintaining and updating scheduling software and reporting data management activities around employee scheduling and forecasts. They improve processes and increase efficiency by recommending relevant and necessary changes. They create staff schedules and gather and review staff performance and customer issues related information to determine improvements through effective staffing decisions to meet customer needs. They must ensure a sufficient amount of staff is available to perform required tasks and produce reports for the human resources department to determine if employees are being utilized effectively and develop strategies including recruiting qualified staff. Workforce analysts also ensure that company policies are followed and need an associate's degree in business, human resources, or related fields

What responsibilities are common for Workforce Analyst jobs?
  • Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
  • Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
  • Review reporting and communications to ensure accuracy and clarity.
  • Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.
  • Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
  • Optimize and implement ongoing training and onboarding processes for staff members.
  • Design, build and maintain, databases and/or spreadsheets tracking key service statistics.
  • Operate as the subject matter expert on scheduling practices and functions within the organization.
  • Partner with operations teams to ensure critical functionality operates effectively for restaurants.
  • Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.
  • Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
  • Support training partners with subject matter expertise to ensure all training materials are current.
  • Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.
  • Meet with management to review staffing models and to make improvements on future forecasts.
  • Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
What are the typical qualifications for Workforce Analyst jobs?
  • Bachelor's Degree in business or computer science.
  • Proficient with Microsoft Office Suite.
  • Strong leadership, time management, and critical thinking skills.
  • Advanced understanding of statistics.
  • Strong command of English language and good communication skills.
Work/Life Balance
3.7 ★
Salary Range--
Career Opportunity
3.8 ★
Avg. Experience2-4 years

Workforce Analyst Salaries

Average Base Pay

HK$23,800 /month
Same as national average
Not including cash compensation
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Not enough salaries reported to show distribution
Median: HK$24K
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Glassdoor Estimated Salary

Workforce Analyst Career Path

Learn how to become a Workforce Analyst, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Average Years of Experience

0 - 1
2 - 4
5 - 7
Not including years spent in education and/or training
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Workforce Analyst Insights

Read what Workforce Analyst professionals have to say about their job experiences and view top companies for this career.
Arma PartnersArma Partners
Work Experience Intern
18 Sept 2020

“Everyone I worked with was incredibly supportive and eager to help me learn and progress.”

Remote Real-Time Captioner
9 Sept 2021

“I am still pending to have my invoice settled after many queries and friendly reminders.”

Senior Workforce Management Specialist
31 Mar 2022

“Flexible working hours was good”

Arapahoe/Douglas Works!Arapahoe/Douglas Works!
Workforce Specialist
29 Oct 2021

“Flexible schedule is great”

Goodwill IndustriesGoodwill Industries
Workforce Management Analyst
1 Oct 2020

“awesome place to work and grown”

Bunnings WarehouseBunnings Warehouse
Work Experience
7 Apr 2021

“Good people to work with and fun job”

Arkansas Department of Workforce ServicesArkansas Department of Workforce Services
Workforce Specialist
27 Jul 2021

“You get good benefits and work no holidays”

Workforce Management Specialist
23 Jul 2021

“Yearly raises have never been over $.75 even if you get the best review possible.”

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Workforce Analyst Interviews

Frequently asked questions about the role and responsibilities of a Workforce Analyst

The most similar professions to Workforce Analyst are:
  • Customer Care Manager
  • Customer Service Representative
  • Customer Service Manager
  • Service Advisor

Related Careers

Customer Care Manager
Customer Service Representative
No skills overlap
Customer Service Manager
Service Advisor
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Workforce Analyst jobs