Using Analytics to Improve Workforce Management

Analytics are becoming an increasingly vital component of business operations. Giant amounts of data are continuously collected throughout a wide range of vertical markets using an array of business intelligence tools. One of the most important potential uses of data collection and analytics is in the area of workforce management (WFM). But, while data is being effectively collected and stored, many businesses lack the staff and resources to properly make use of this data in a valuable way.

Fortunately, today’s WFM solutions accomplish this task and more. A comprehensive WFM solution can capture and analyze massive amounts of data, helping businesses increase productivity and efficiencies, reduce costs and increase the effectiveness of their resources. A recent article in Governing magazine breaks down the importance of using analytics and employing an analytics team to ensure businesses are gleaning the most value from the data they are collecting.

According to research from Gartner (News - Alert), 85 percent of all data projects fail. While that number is staggering, the use of data and analytics can mitigate disaster and aid in problem solving, creating a stronger and more reliable, effective workforce. An analytics team can be a huge benefit for any business, but it need not involve hiring a whole new group of employees. In fact, the most effective approach to working with data and analytics is from the ground up, pulling key members of various business departments to lend their input and expertise. These can include everyone from IT staff members to the finance department, to database gurus to C-level decision makers guiding the entire vision of the company.

Once data is being properly analyzed, it can be used in a variety of ways to streamline and better manage a workforce. This includes optimizing schedules, which is especially important in industries that have fluctuating needs and demands like contact centers or the public service sector. Analytics can easily pinpoint gaps in coverage and adjust schedules accordingly to ensure a proper amount of staffing is being maintained consistently.

Analytics can also examine unplanned absences, which obviously impact workforce productivity in all industries. According to the U.S. Department of Labor, more than 3.2 percent of the government’s workforce was absent on any given day last year, a higher number than nearly every private-sector industry. Unplanned absences can have a variety of consequences and impact coworkers, entire teams and other departments within a business. By pinpointing specific departments or individual workers that are driving unplanned absence rates, managers can take countermeasures to ensure attendance policies are being enforced. Through careful planning and management, businesses can significantly decrease their unplanned absences and improve productivity and efficiency.

A final way analytics can help in WFM is by tracking unbudgeted overtime. In many cases, overtime is being paid to a small percentage of employees with niche skills, often in understaffed positions. By tracking how overtime is being paid out and why, companies can better budget for their needs and even hire new employees to fill gaps as a cheaper alternative to paying exorbitant amounts of overtime.

Edited by Erik Linask

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