Workforce Analyst Interview Questions and Answers

Capacity planning involves determining the number of full-time employees needed to meet service level targets based on workload and average handling time.

• Capacity planning is the process of determining the required workforce to meet service level targets.

• It involves analyzing historical data on inbound volume, average handling time, and other factors.

• In this case, with an AHT of 15 mins and inbound volume of 5000, the number of FTE required can be calculated using a formula l...read more

Yes, we have implemented automation in our customer service department.

• We have implemented chatbots to handle basic customer queries.

• We have also automated the process of ticket creation and assignment.

• This has resulted in faster resolution times and increased customer satisfaction.

• We have also used data analytics to identify common customer issues and proactively address them.

• This has reduced the number of customer complaints and improved overall efficiency.

RCA stands for Root Cause Analysis and includes identifying the underlying cause of a problem or issue.

• Identifying the problem or issue

• Gathering data and evidence

• Analyzing the data to determine the root cause

• Developing and implementing solutions to address the root cause

• Monitoring and evaluating the effectiveness of the solutions

• Examples: RCA for a manufacturing defect, RCA for a customer complaint, RCA for a workplace accident