WFM Interview Questions and Answers: Workforce Management Career Guide
Workforce Management, commonly known as WFM, focuses on ensuring that the right number of employees are available at the right time to meet business requirements.
Common WFM Roles
Career roles may include:
WFM Executive
Real-Time Analyst
Scheduling Analyst
Forecasting Analyst
Capacity Planner
1. What Is Shrinkage?
Shrinkage represents the time when employees are not available to handle their primary workload.
Examples may include:
Breaks
Training
Meetings
Leave
Absence
2. What Is Occupancy?
Occupancy generally measures the proportion of logged-in or available work time spent handling workload. The exact formula may vary depending on the organization's reporting methodology.
3. What Is Service Level?
Service Level is a performance measure that indicates how many customer contacts are answered within a defined target time.
The exact target differs between organizations.
4. What Is Forecasting?
Forecasting involves estimating future workload using historical data, trends, seasonal patterns, and other relevant factors.
5. How Would You Handle a Sudden Increase in Volume?
I would first verify the volume increase and identify the possible cause. I would review staffing, queue conditions, and available resources, communicate with relevant stakeholders, and take action according to the established operational plan.
Skills Required for WFM
Excel
Data analysis
Reporting
Forecasting concepts
Communication
Problem-solving
Attention to detail
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