WFM Analyst Interview Questions and Answers

To prepare forecasting and scorecard, gather historical data, analyze trends, and use statistical models to predict future performance.

• Gather historical data on relevant metrics

• Analyze trends and patterns in the data

• Use statistical models to predict future performance

• Create a scorecard to track performance against goals

• Regularly review and update the forecasting and scorecard based on new data and changes in business conditions

Utilization is the amount of time a resource is used, while productivity is the amount of output produced in a given time.

• Utilization measures the usage of resources, while productivity measures the output produced by those resources.

• Utilization is a measure of efficiency, while productivity is a measure of effectiveness.

• Utilization can be improved by reducing idle time, while productivity can be improved by increasing output per unit of time.

• For example, a call center agent ...read more

WFM metrics are key performance indicators used to measure the efficiency and effectiveness of workforce management processes.

• WFM metrics include service level, occupancy, adherence, forecast accuracy, and shrinkage.

• Service level measures the percentage of calls answered within a certain time frame.

• Occupancy measures the percentage of time agents are actively handling contacts.

• Adherence measures how closely agents follow their schedules.

• Forecast accuracy measures the accuracy...read more

Occupancy is the percentage of time agents are handling contacts while utilization is the percentage of time agents are available to handle contacts.

• Occupancy measures how much time agents are busy handling contacts

• Utilization measures how much time agents are available to handle contacts

• Occupancy and utilization are important metrics in workforce management

• Occupancy and utilization can be used to identify staffing needs and optimize schedules

• For example, if occupancy is cons...read more

Service level is a key performance indicator that measures the percentage of calls answered within a specified time frame.

• Service level is typically expressed as a percentage, such as 80% of calls answered within 20 seconds.

• Factors affecting service level include call volume, staffing levels, average handle time, and scheduling efficiency.

• Improving service level often involves optimizing workforce management strategies, such as adjusting staffing levels or implementing call r...read more

Forecasting is done by analyzing historical data and using statistical models to predict future trends.

• Collect and analyze historical data

• Identify patterns and trends in the data

• Select appropriate forecasting models

• Apply the models to the data to generate forecasts

• Continuously monitor and adjust the forecasts as new data becomes available

Daily activities for a WFM Analyst involve monitoring, analyzing and reporting on call center metrics.

• Monitoring call center queues and agent activity

• Analyzing call volume and trends

• Creating and updating schedules for agents

• Generating reports on key performance indicators

• Communicating with management and agents regarding performance

• Identifying areas for improvement and making recommendations

Occupancy refers to the percentage of time agents are busy on calls, while utilisation refers to the percentage of time agents are available to take calls.

• Occupancy is the ratio of time spent on calls to total logged-in time, while utilisation is the ratio of time spent on calls to total available time.

• Occupancy is a measure of how efficiently agents are being utilized, while utilisation is a measure of how effectively agents are being utilized.

• For example, if an agent spends...read more