WFM Career Pathways: What's Next for You?

Sun Nov 24, 2024

I have been in WFM for some time now, what's next for me?

Sounds familiar?

This scenario resonates deeply with many Workforce Management (WFM) professionals. It’s common to reach a point in your career where you feel ready for the next step but are unsure of the opportunities or paths available. Let’s break it down into actionable considerations and possible career trajectories.

We at WFM eLearning are dedicated to supporting your career aspirations and fostering your growth and development as an individual. Our courses are designed to prepare you for the job from day one, providing hands-on training and exposure to real-life scenarios you will encounter in the workplace.

Let’s explore the various career paths available to you as a WFM professional.

Exploring Career Paths

The chart outlines the general growth path for Workforce Management (WFM) professionals, divided into several levels, with associated roles and a legend to describe organizational structures. Here's a breakdown of the levels and roles mentioned:

*Please note that this structure mostly relates to BPOs & maybe different in Captive Centers

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Analyst (Individual Contributor)

Description: Entry-level positions where individuals focus on day-to-day WFM tasks and operational support.

Roles:

• RTA (Real-Time Analyst):This role involves monitoring and managing real-time operations to ensure adherence to schedules and service level agreements (SLAs). In the industry, this position may be referred to by various titles, including Mission Control Analyst, Intraday Analyst, Operations Support Analyst, or WFM Analyst. It’s essential to carefully read the job description to determine whether it pertains to real-time management.
• Schedulers: Schedulers play a crucial role in Workforce Management by focusing on the creation and optimization of employee schedules to meet short-term forecasted demand. Their primary responsibility is to analyse data related to anticipated workloads, ensuring that staffing levels align with business needs.
• Reporting Analysts: This role is essential within Workforce Management (WFM) and can either be part of the WFM team or exist within a separate department known as Management Information Systems (MIS) or Reporting. Reporting Analysts are responsible for gathering, analysing, and presenting data that informs strategic decisions within an organization.

**In the context of the chart above, we assume that RTA and MIS/Reporting roles are similar at the entry level, allowing these professionals to be cross-trained to perform any of the roles effectively. However, at higher levels within MIS/Reporting, there is a greater need for advanced technical skills, including database management and proficiency in business intelligence (BI) tools such as Power BI and Tableau.

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2. Supervisor

Description: This level introduces supervisory and specialized roles with a balance of individual and team management responsibilities.

Roles:

• RTA Supervisor: This role involves overseeing a team of Real-Time Analysts, ensuring that daily real-time tasks are completed efficiently and on schedule. An RTA Analyst with over three years of experience may be eligible for this position, depending on their readiness for advancement and the organization’s structure and promotion processes. In a decentralized WFM team, this position may be referred to as WFM Supervisor and may include additional responsibilities beyond managing the RTA team.
• Scheduling Supervisor: This role involves managing schedulers and ensuring effective workforce scheduling across multiple programs. The position may oversee a group of Scheduling Analysts responsible for various tasks related to schedule creation and optimization. Candidates for this role may come from backgrounds as Real-Time Analysts (RTAs) or from the Management Information Systems (MIS) and Reporting teams. When considering applicants, proficiency in WFM tools such as NICE IEX, Verint, and Aspect/Alvaria is crucial. Additionally, strong team management skills are essential, especially for those transitioning from RTA or MIS Supervisor roles. These competencies will enable them to effectively lead their teams while adapting to the demands of workforce scheduling.
• Planner (IC): This role focuses on workforce planning and long-term staffing needs, operating as an individual contributor (IC). A Capacity Planner typically handles complex staffing calculations that demand a high level of precision. It is ideal to hire Capacity Planners at the Supervisor level or above to attract individuals with advanced skills and experience. In this role, planners must effectively manage a variety of stakeholders, making a combination of technical expertise and strong communication skills essential for success. This blend of skills enables them to navigate the complexities of workforce planning while ensuring alignment with all stakeholders.
• Forecaster (IC): This role specializes in forecasting workload and staffing requirements, operating as an individual contributor (IC). Similar to the planning role, the Forecasting Analyst focuses heavily on complex computations to generate both long-term and short-term forecasts. Proficiency in various forecasting techniques—such as Average, Moving Average, Exponential Smoothing, and Regression—is beneficial for this position. Additionally, familiarity with programming languages like R or Python, which are commonly used for statistical forecasting, can enhance analytical capabilities. Finally, strong judgment and advanced statistical knowledge are essential for interpreting data and making informed decisions based on observations. This combination of skills ensures accurate forecasts that align with organizational needs.

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3. Manager

Description: This level emphasizes leadership and broader responsibility, often across multiple functions or regions.

Roles:

• RTA Manager: This role involves managing a team of RTA Supervisors or Real-Time Analysts, with responsibilities similar to those of an RTA Supervisor but on a broader scale. The RTA Manager role is usually available in centralized WFM teams, focusing on RTM across multiple units. In decentralized teams, this role may be referred to as WFM Manager and often includes oversight of additional teams and responsibilities.
• Scheduling Manager: This role involves managing a team of Schedulers or Scheduling supervisors, with responsibilities similar to those of an Scheduling Supervisor but on a broader scale. The Scheduling Manager role is usually available in centralized WFM teams. In decentralized teams, this role may be referred to as WFM Manager and often includes oversight of additional teams and responsibilities.
• Planning Manager: This role can function as either an individual contributor or a team-based position, where the individual leads a team of planners. Team-based roles are typically found in centralized setups. In an individual contributor capacity, the role's designation—manager or supervisor—depends on the complexity of the account being handled.
• Forecasting Manager: Heads the forecasting team, ensuring accuracy in workload predictions. Similar to planning a forecasting manager can be either an individual contributor or a team-based position
• WFM Manager: This is a generalist role that oversees real-time, scheduling, and forecasting teams, commonly found in decentralized setups. It serves as a versatile title, allowing lateral movement for RTA Managers, Scheduling Managers, and Planning Managers to transition into this position.
• Regional/Site Manager: Oversees WFM teams within a specific geographic region. This role is typically found in a matrix organization, where WFM resources may have dual reporting lines: one to a centralized or vertical leader and another to the regional/site leader.

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4. Director

Description: Senior-level roles focused on strategic planning, high-level management, and cross-functional leadership.

Roles:

• Functional WFM directors: These leaders oversee specific Workforce Management functions, such as Real-Time Analysis (RTA), Scheduling, or Planning, depending on the scale and structure of the organization.
• WFM directors: These leaders oversee multiple WFM teams, which may be organized by location or vertical (type of accounts).
• Geo Leader: Takes responsibility for WFM teams operating in a geographic location.

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5. VP (Vice President)

Description: Executive-level roles that focus on global or regional strategy, innovation, and organizational influence.

Roles:

• Global VP: Oversees WFM strategy at a global level, ensuring alignment with business objectives across regions.
• VP (WFM as a Service): Focuses on delivering WFM solutions as a service, either internally or externally (e.g., outsourced WFM solutions).
• Regional VP: Manages WFM operations and strategy for a specific region. For example Americas/APAC/EMEA region

If you're looking to enhance your WFM leadership skills, consider enrolling in our upcoming WFM leadership training course.

Happy Learning!!