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Workforce Analyst
Ref No.: 17-00409
Location: Urbandale, Iowa
Position Type:Direct Placement
Start Date: 09/13/2017
The Workforce Analyst is responsible to monitor and analyze call volume, call patterns, and traffic flow for the service desk department to ensure service level objectives are met. The Workforce Analyst works closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. The Workforce Analyst provides regular reports to management on workload and workforce and may make recommendations for new or updated call/service center technology and process improvements to reduce costs. The Workforce Analyst requires moderate skill sets and developing proficiency within discipline. The Workforce Analyst conducts tasks and assignments as directed and works under moderate supervision with some latitude for independent judgment. For planning, managing, reporting, and analyzing Service Desk workload for the Service Desk team. The Workforce Analyst is accountable for accurate resource forecasts for various work types, including calls, web requests, offline contacts, project schedules, etc.

  1. 60%: Use Workforce Management Software daily for employee attendance and performance tracking, providing reports and forecasting). Handles all aspects of workforce analytics.
  2. 20 %: Partners with management on analyzing report metrics and suggests ongoing improvements.
  3. 10%: Stays abreast of industry trends and researches new technologies to enhance work flow.
  4. 10 %: Develops and delivers contract specific reports to customer


Bachelor's Degree

Course of Study/Major: or equivalent combination of experience and education.

Related Work Experience: 2-4 years

Work experience / skills / abilities required to perform the job effectively.
•Experience with Workforce Management Software (scheduling, performance tracking, reporting, forecasting) required
•Highly organized with an emphasis on accuracy and timeliness
• Strong skills in complex problem solving, judgement, critical thinking and decision making
•Ability to effectively communicate verbally and in writing with all employees at all levels
•Ability to organize information and have attention to detail and accurately follow procedures
•Strong multi-tasking skills to work on several tasks at the same time
•Demonstrated ability to work independently as well as in a team environment
This position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.

- Experience with delivering employee training on workforce management software
- Remedy ITSM knowledge
- Crystal Reporting experience