Workforce Analyst

[Sharon]

I am looking to make some significant changes within workforce management (forecasting and scheduling). Specifically the addition of an intra-day workforce analyst. Currently, I am the primary workforce manager and analyst in a center of over 200 agents. I am seeking some information on workforce analyst roles and the workforce analyst to agent ratio.

Currently our supervisors approve/deny time off requests and allow/deny schedule exceptions. Which I feel is a workforce task as that is part of managing intra-day service levels. Any data or information would be very helpful.

Some data on WFM Analyst to agent ratios and what the Analyst responsibilities are. Also, what affect the addition of an Analyst position had on managing intra-day service level? Some succes stories and the like would be very beneficial to justify the addition of this role within our center.

Thanks,

[jp2time]

I have been in WFM for aobut 12 years now, I usually have a 1 to 100 ratio. Depending on the size of the center and the duties assigned. I also recommend your analyst approve all days off and all off phone activites. After all they have the most information as to the entire enterprise.

J.P.