Workforce management forecast analyst Interview Questions

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Forecaster/Workforce Management Analyst was asked...12 September 2014

Give a detailed explanation of all that is involved with WFM

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WFM is a mixture of Human Resources and Operations Management. Using historical ACD data. the analyst can forecast the number of erlangs needed to sufficiently cover each interval. Trends should then be taken into consideration, and after the data is normalized, the analyst will account for shrinkage and adjust forecast as necessary. WHM Analysts also track adherence to schedule, AHT, the SLAs of various campaigns or skill sets and adjust schedules as needed. They also monitor CSR call outs and make decisions on granting PTO. Another responsibility is to coordinate with team leads and senior management to elicit feedback on unexpected trends, or to grant coaching or training if the SLA is too high. Once coaching and training opportunities have been covered, an analyst can offer VTO (voluntary time off) to CSRs to save money on payroll. Less

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