Skills required to be a Call Center WFM analyst

Skills required to be a Call Center WFM analyst

WFM (Work Force Management) plays a vital role in a call center. The primary task of a WFM team is to forecast the call/chat volume and plan the adequate manpower accordingly.

Though with the advancement of technology nowadays we have automated call center WFM software like Tymeshift and assembled but the role of a WFM analyst is not easy to be replaceable with software.

Skills required to be a Call Center WFM analyst
Skills required to be a Call Center WFM analyst

Also, it would not be wrong to say that becoming a WFM analyst is also not an easy task. To become a WFM analyst you need some set skills which we are going to discuss further in this blog.

Today's blog is about "Skills required to be a call center WFM analyst".

Before moving ahead with the topic let's understand WFM in brief.

What is WFM or Work Force Management? 

In a call center, the WFM team is designed to help achieve operations goals and maintain operational efficiency by analyzing the chat/call volume and ensuring that adequate staff is rostered and logged in to handle the call volume.

Click on the link to read more about WFM.

Now let's get back to the topic of "Skills required to become a WFM analyst".

1. Analytical Skills :

As a WFM analyst, your primary role is to analyze the historical call/chat volume trend and then forecast the volume. To perform the aforesaid operation a candidate must have an analytical mindset and hence if you want to be a successful WFM analyst you should possess analytical skills.

2. Multitasking ability:

The role of a WFM analyst is not just limited to forecasting and planning rather sometimes he/she has to attend reviews and simultaneously interact with clients. Hence every organization wants this "must have" skill in the resume if you are applying for a WFM analyst role.

3. Excellent communication skills :

One of the primary skills a WFM analyst must have is excellent communication skills. In addition to manpower planning, a WFM analyst is also responsible to attend internal and external (Client) meetings where communication skills are a must.

Excellent Communication skill does not mean having better English or any language speaking skills but instead having the ability to effectively communicate the story to stakeholders and clients.

4. Customer Service experience:

For a call center WFM analyst you must have prior experience in Customer service. Prior experience in customer handling and manpower can help you to prepare effective manpower planning and forecast call/chat volume.

This is one of the major reasons why organizations prefer to hire a candidate through IJP (Internal Job Posting) from a customer service background instead of a candidate with no prior experience in customer service or call handling.

5. Skills with certification:

In addition to the above-mentioned skills, organizations look for candidates who have completed certification courses on subjects or skills that may be required for the job domain.

A few courses in which most organizations look for a WFM analyst candidate are SQL, Microsoft Excel, VBA, Macros, etc.

If you do not hold any of these certifications and want to apply for the WFM analyst role then there is no worry as you can complete these courses in a short duration i.e 2-3 months.

You can explore online edtech portals like Udemy, Edureka, Simplilearn, and others to know about the course fees and duration.

Job Description for  Call center WFM analyst

Below is a sample Job description and eligibility requirement for a WFM analyst.

  • Assist with the manpower requirement and forecasting to the WFM lead
  • Interaction and communication with the Operations department, clients, and other stakeholders about performance and challenges.
  • Analyze the call center metrics such as AHT, Wrap, and Shrinkage on manpower requirements.
  • Flexibility on working hours and traveling if required.
  • Candidate should be able to meet tight deadlines with quality delivery.
  • Candidate should be able to work under pressure and should adapt to the fast-paced environment.
  • Should be a graduate of a recognized university
  • Candidate should possess excellent communication and interpersonal skills.
In addition to the above-mentioned skills and requirements, nowadays organizations seek a candidate with MBA qualifications and a Certified Management Consultant (CMC).

However, if you aim for basic skills you can easily land a great job.


Do share your feedback about the article in the comment box below.

For more such blogs and call center jobs you can subscribe to

For suggestions and queries, you can mail us at:

Post a Comment