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Workforce Management Analyst skills for your resume and career

Updated January 8, 2025

5 min read

Quoted Experts

Dr. Mark Evans,

Jill Robinson Ph.D.

Workforce Management Analyst Example Skills

Below we've compiled a list of the most critical workforce management analyst skills. We ranked the top skills for workforce management analysts based on the percentage of resumes they appeared on. For example, 9.0% of workforce management analyst resumes contained call volume as a skill. Continue reading to find out what skills a workforce management analyst needs to be successful in the workplace.

15 workforce management analyst skills for your resume and career

1. Call Volume

Call Volume refers to the number or frequency of calls made by any person during a particular period of time. It's also the number of inbound calls received by a call center during a period of time. In another context, it's the volume as in the literal sound of a call being made which can be reduced or increased.

Here's how workforce management analysts use call volume:

Maximized call volume coverage and enabled the fulfillment of established service metrics by strategically scheduling call center agents.
Supported forecasting needs resulting from increased call volumes and marketing campaigns and provided historical patterns for forecasting purposes.

2. PowerPoint

Here's how workforce management analysts use powerpoint:

Develop, prepare and distribute reports utilizing IEX Schedule Management software and Microsoft Excel, Word, PowerPoint, and Outlook.
Used PowerPoint to effectively communicate with the call center floor on any upcoming VTO, Red Alerts, and available time.

3. Schedule Adherence

Schedule adherence is an evaluation metric or standard set by companies to assess whether or not call center agents are adhering to their assigned schedules. It is a time, procedure, and team management system employed by various call agencies to ensure the smooth functioning of their enterprise.

Here's how workforce management analysts use schedule adherence:

Monitor associate real time schedule adherence; provided authorization for all unplanned activities and coordinate approved activities with Operations Management.
Communicated with management and operations team to ensure compliance with company standards Monitored attendance and schedule adherence.

4. Data Analysis

Here's how workforce management analysts use data analysis:

Conducted call data analysis and performance report generation of all site accounts for submission to site upper-management.
Determine need for automated data analysis to assess current systems/procedures and develop new tools for data collection.

5. Strong Analytical

Here's how workforce management analysts use strong analytical:

Detailed oriented with strong analytical skills, problem solving ability and troubleshooting capacities.
Support the management of call center staffing by planning based on historical data and relevant assumptions, employing strong analytical skills.

6. SQL

Here's how workforce management analysts use sql:

Designed and implement a service call quality monitoring and tracking database using Access, SQL, and VBA.
Write SQL queries to extract new hire information based on specific fields, example-start date and location.

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7. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how workforce management analysts use hr:

Executed various HR responsibilities including candidate inquiries, applications, references, conducted interviews, short listing and led induction/orientation sessions.
Act as a resource for Payroll/HR contacts to ensure employees understanding and compliance with benefits and HR policies and regulations.

Select Skills To Add To Your Resume

Call Volume

PowerPoint

Schedule Adherence

Data Analysis

Strong Analytical

SQL

8. Process Improvement

Here's how workforce management analysts use process improvement:

Collaborate with operational excellence analyst to identify opportunities to improve overall accuracy and productivity through automation and process improvement.
Collaborate with cross-functional departments to determine call-process improvements and follow through with implementation of new processes.

9. Center Management

Here's how workforce management analysts use center management:

Support call center management by providing information, coordinating activities, and administering/managing the scheduling and time-off process.
Promote education and understanding of business requirements and workforce management practices among contact center management and agents.

10. PTO

Paid time off or often referred to as PTO, is given in most companies or agencies intended for their employees. Although there are many benefits and time offs given for employees such as vacation leave, sick leave, maternity or paternity leave, bereavement leave, PTO is when the worker is given time to have a break or not go to work for essential purposes. This kind of agreement happens every year, wherein the workers are paid to have a break from work. Not all employers give such an offer, depending on the status of the company.

Here's how workforce management analysts use pto:

Process intake forms related to PTO requests, profile skill changes, maintain daily exceptions, and monitor adherence to schedule.
Answered the call in line and notified management as well as updated system to reflect the individual's PTO and adherence.

11. Performance Metrics

Here's how workforce management analysts use performance metrics:

Consult with operations management on staffing levels to balance service and cost while ensuring performance metrics and contractual obligations are achieved.
Present analysis trending and forecast for all workforce related performance metrics across the entire organization.

12. WFM

Here's how workforce management analysts use wfm:

Updated statistical info into WFM modeling software to ensure accurate forecasting.
Publish reports that will help Workforce Management (WFM) and Business Units evaluate activities that influence forecasting & scheduling accuracy.

13. Historical Data

In a large context, historical data is the total collected data about all/some past events and circumstances about a particular field. Historical data comprises data that is generated either automatically or manually within a given enterprise. This data is used to study and understand correlations, trends, patterns, and other statistical relationships that drive insight into the performance of a business. Historical data has two sub-categories called descriptive and diagnostic data. Descriptive data aims at explaining WHAT is happening while diagnostic data focuses on explaining the WHY behind it.

Here's how workforce management analysts use historical data:

Created rolling variance workbook to analyze historical data regarding variance patterns and workload requirements to provide adequate staffing recommendations.
Conduct analysis on historical data to determine appropriate shift and staffing levels.

14. Capacity Planning

Capacity planning is the process or method that balances the available hours of team members against the project or program that they need to accomplish. It comprises the resources to do the work or project and the necessities to complete a particular task. Capacity planning assesses the resources and the skill of the team to decide whether to hire or purchase additional resources, defer or delay the project, push through with it or cancel the project.

Here's how workforce management analysts use capacity planning:

Spearheaded Capacity Planning for on-shore and off-shore contractors as defined within Service Level Agreements.
Created and distributed call center reporting for capacity planning.

15. ACD

ACD is a term that refers to an Associate Creative Director. ACD duties include preparing and producing content for advertising and marketing companies, assisting creative directors in campaigns, and supervising staff on design projects. The qualifications to be an Associate Creative Director (ACD) is a degree in marketing or advertising. A portfolio of your past work in the advertising industry will give you an advantage. You need to have strong leadership and interpersonal skills for employers to consider you.

Here's how workforce management analysts use acd:

Monitor ACD and Workforce Management system real time reports to ensure staff productivity is being utilized effectively.
Monitored automatic call distribution systems (ACD), in order to meet required key performance indicators.

5 Workforce Management Analyst Resume Examples

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Rachel Duncan Workforce Management Analyst Contact Information Detroit, MI (950) 555-1198 rduncan@example.com Skills • Management System • Registration Forms • Medical Records • Capacity Planning • Icd-9 • Staff Schedules • Word Processing • Physician Offices • Medical Clearance • Emergency Employment History Workforce Management Analyst 2020 - Present Quicken Loans Detroit, MI • Review alert transaction data and log red flags into Casetracker Case Management System. • Consisted of data analysis and providing solutions to processing challenges. • Trained new employees in procedures and data-management systems • Use appropriate procedures for developing technical and program-specific written documentation. Scheduling Coordinator 2014 - 2020 Mickey Truck Bodies Greensboro, NC • Verified benefits with insurance companies and submitted claims electronically. • Maintain consistent and timely communication amongst trip coordinators, flight crews and flight department. • Called doctors office as needed for complete patient demographics if needed. • Reviewed treatment plans and acted as liaison between Surgeon and Restorative Doctors. • Communicate with external companies to obtain patients' lab results and any necessary medical records. Registrar 2004 - 2014 Alamance County Greensboro, NC • Perform medical clearance including case presentation, patient preparation, gathering and loading records, and scheduling appointments. • Obtained demographic information pertaining to patients. • Maintain medical records and correspondence files. • Reviewed patient medical records and forwarded to proper Social Services. Education Bachelor's Degree Computer Science 2001 - 2004 University of North Carolina at Greensboro Greensboro, NC


Austin Dixon Workforce Management Analyst Contact Info San Francisco, CA (820) 555-5099 adixon@example.com Skills Front OfficeManagement PracticesStudent RecordsCommunicationBusiness UnitsInsurance CompaniesScheduling ProceduresWord ProcessingHistorical DataCustomer Service Employment History Workforce Management Analyst 2018 - Present Morgan Stanley San Francisco, CA • Analyzed financial statements received from external data sources. • Assisted colleagues in Legal, Anti-Money Laundering, Risk, Audit, and Compliance with conducting general research. • Served as an expert in Planview our Project Management/SDLC software. • Coordinate with internal business units, custodian banks, TCS India to deliver qualified services and risk control. Scheduler 2017 - 2018 RadNet San Bernardino, CA • Maintain relevant files and medical records in compliance with company policy. • Developed and maintained positive customer relationship through effective communication. • Transcribed messages from on-call physicians regarding patient care and surgical procedures. Registrar 2016 - 2017 San Antonio Community Hospital San Bernardino, CA • Input patient data into medical software program. • Retrieve medical records for physicians, technicians, or other medical personnel.Process patient admission or discharge documents. • Verified patient billing/demographic information and confirmed eligibility with insurance plans. • Maintained patient demographics and referral databases. Education Master's Degree Business 2015 - 2016 California State University - San Bernardino San Bernardino, CA Bachelor's Degree Business 2012 - 2015 Ashford University San Diego, CA


Rachel Duncan Workforce Management Analyst Detroit, MI rduncan@example.com (950) 555-1198 Experience Workforce Management Analyst 2020 - Present Quicken LoansDetroit, MI • Review alert transaction data and log red flags into Casetracker Case Management System. • Consisted of data analysis and providing solutions to processing challenges. • Trained new employees in procedures and data-management systems • Use appropriate procedures for developing technical and program-specific written documentation. Scheduling Coordinator 2014 - 2020 Mickey Truck BodiesGreensboro, NC • Verified benefits with insurance companies and submitted claims electronically. • Maintain consistent and timely communication amongst trip coordinators, flight crews and flight department. • Called doctors office as needed for complete patient demographics if needed. • Reviewed treatment plans and acted as liaison between Surgeon and Restorative Doctors. • Communicate with external companies to obtain patients' lab results and any necessary medical records. Registrar 2004 - 2014 Alamance CountyGreensboro, NC • Perform medical clearance including case presentation, patient preparation, gathering and loading records, and scheduling appointments. • Obtained demographic information pertaining to patients. • Maintain medical records and correspondence files. • Reviewed patient medical records and forwarded to proper Social Services. Skills Management System Registration Forms Medical Records Capacity Planning Icd-9 Staff Schedules Word Processing Physician Offices Medical Clearance Emergency Education Bachelor's Degree Computer Science 2001 - 2004 University of North Carolina at GreensboroGreensboro, NC


Anthony Duncan Workforce Management Analyst Employment History Workforce Management Analyst 2016 - Present Department of Homeland SecurityWashington, DC • Develop, recommend and analyze internal office and system policies, procedures and management processes. • Work precisely according to procedures, rules and regulations. • Project Management Led effort to establish an enterprise solution for medical case management services and an IT system for the DHS. • Created and managed agent workforce databases and call routing database tables. Scheduling Coordinator 2013 - 2016 Inova Health SystemWashington, DC • Respond to requests from physicians, lawyers, insurance companies, patients, etc. • Performed the task of filling and retrieving medical records. • Attend all interdisciplinary team meetings to present recommendations for patient care plans and discharge planning. • Input and update patient information in the electronic medical records. Registrar 2006 - 2013 Inova Health SystemWashington, DC • Scan documents (photo id, insurance cards, etc.) • Experience with Medicare, Medicaid and Commercial billing. • Collect copays, medical records. • Admitted patients to various outpatient departments of the hospital; including emergency, laboratory and radiology. • Completed patient demographics while respecting the dignity and privacy of patients. Education Bachelor's Degree Business 2003 - 2006 Strayer UniversityWashington, DC Contact Information Washington, DC (580) 555-0607 aduncan@example.com Skills Procedures Management System Accurate Registration Patient Care Patient Demographics Ensure Accuracy Telephone Calls Data Collection Unit Staff Communication


John Brown Workforce Management Analyst Irving, TX (230) 555-3072 jbrown@example.com Skills Kronos Human Resources Business Operations Escalate CRM Linux Pivot Tables Product Development Software Applications ERP Employment History Workforce Management Analyst 2017 - Present Goldman SachsIrving, TX • Completed QA and UAT testing in financial data environments. • Consisted of data analysis and providing solutions to processing challenges. • Monitored and reported progress of the audit of Financial Statements and reports, financial data. • Develop modifications, revisions, and implement procedures to improve the effectiveness and efficiency of program operations. • Prepared accurate financial statements at end of the quarter. Technical Support Representative 2016 - 2017 SprintOklahoma City, OK • Managed level III customer support in wireless telecommunication technology software and hardware functions. • Ensured communication to supervisors regarding status of workload by updating internal database and work-log for tickets. • Initiated trouble tickets and managed the repair process until issues were resolved. • Configure software to connect to internet application servers. • Provided first-level contact and problem resolution for customers with Software and Learning Managed Application problems. Business Internship 2015 - 2016 Sms HoldingsNashville, TN • Elaborate to business owners how our services can replenish their business problems. • Researched clients business issues and goals to offer appropriate solutions * Set up sales reps with business owners. • Call business owners to set up appointment. • Secured and managed customers, prepared proposals, and oversaw project management amounting in sales over $250K. • Initiated new sales in Food chains, C Stores, Healthcare, Pharmaceuticals, Food Manufacturers. Education Bachelor's Degree Business 2012 - 2015 Ashford UniversitySan Diego, CA

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What skills help Workforce Management Analysts find jobs?

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What Workforce Management Analyst skills would you recommend for someone trying to advance their career?

Dr. Mark Evans

Area Chair and Dale K. Cline Associate Dean for Accountancy, Wake Forest University

Don't stop learning. Treat your first job like more graduate school. Learn everything you can.

What type of skills will young Workforce Management Analysts need?

Jill Robinson Ph.D.

Professor, University of Redlands

The entertainment industry employs graduates from various disciplines, such as theatre, music, law, art, and business. The rapidly changing, consumer-driven demand reinforces the idea that students may well hold jobs not even invented yet. Those wishing to pursue more performance-based careers must bring more than talent and big dreams. They need patience and perseverance, as it can take years to make enough money to survive in this field, leaving many to work elsewhere while trying to get their foot in the door. They must have a flexible mindset to deal with inconsistent income and schedules that can change at a moment's notice. That flexibility also extends to openness for continuous learning beyond college and throughout their careers. The ability to network is critical, so current students should look for internships and volunteer activities to access those in the industry. Joining professional associations and working in event planning are other routes to expand networking opportunities.

What soft skills should all Workforce Management Analysts possess?

Candace Esken Ph.D.

Assistant Professor of Management & Leadership, Bradley University

Excellent communication skills are absolutely essential for management analysts. Usually, these skills are best demonstrated during the interview process with little room for error. In addition, applicants should have strong interpersonal skills because much of their job requires them to work with managers and employees of various organizations. Furthermore, soft skills such as leadership, confidence, and time management are highly valued.

What hard/technical skills are most important for Workforce Management Analysts?

Candace Esken Ph.D.

Assistant Professor of Management & Leadership, Bradley University

The most important hard skills for management analysts are problem-solving, data analysis, and presentation skills. The central focus of their work revolves around solving problems for clients by analyzing large chunks of data and drawing meaningful conclusions. Analysts also spend a great deal of time creating sophisticated presentations to enhance communication with clients. Management Analysts should be especially skilled with excel and PowerPoint.

Do you want to know more?

List of workforce management analyst skills to add to your resume

The most important skills for a workforce management analyst resume and required skills for a workforce management analyst to have include:

Call Volume
PowerPoint
Schedule Adherence
Data Analysis
Strong Analytical
SQL
HR
Process Improvement
Center Management
PTO
Performance Metrics
WFM
Historical Data
Capacity Planning
ACD
AHT
KPIs

OT
Management System
Workforce Management Software
Service Level Objectives
Payroll
Trend Analysis
Real-Time Adherence
Schedule Changes
Scheduling Software
Call Centers
Avaya CMS
IVR
Time Monitoring
Historical Trends
Customer Satisfaction
System Issues
Staff Productivity

FTE
Genesys
Force Management
SharePoint
Kronos
Agent Productivity
Agent Performance
Regression
Workforce Management System
ASA
Troubleshoot
Performance Reports
Agent Schedules
Volume Trends
RTA

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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