Workforce Management (WFM) Analyst

About This Course

A Workforce Management (WFM) Analyst in the travel and hospitality industry focuses on forecasting demand, creating staffing schedules, and ensuring optimal workforce utilization to meet service levels. This course equips learners with the skills to analyze workload patterns, manage shrinkage, and support real-time (intraday) performance to maintain operational efficiency. Participants gain hands-on experience with tools like Excel and WFM platforms such as NICE and Verint, along with exposure to BI and SQL in advanced environments. The program emphasizes demand forecasting, capacity planning, and performance monitoring in customer-centric operations. Learners will understand how to balance service quality with cost efficiency while adapting to seasonal and dynamic demand patterns. By the end of the course, they are prepared for roles in workforce management and operations planning, with career progression into WFM and operations leadership positions.

Key Responsibilities

• Forecast staffing requirements based on booking trends, occupancy levels, and customer demand
• Develop workforce schedules and optimize resource allocation across hotels, airlines, travel agencies, or support centers
• Monitor productivity, adherence, and service-level metrics to ensure operational efficiency
• Analyze workforce data and generate reports on staffing performance and utilization
• Collaborate with operations and management teams to improve employee productivity, cost efficiency, and customer service delivery

Growth Path

Tools Used

Perfect For

Business and Commerce Graduates | Travel and Hospitality Professionals | Operations and Workforce Planning Aspirants | Data Analytics Enthusiasts | Customer Service and Contact Center Professionals | Individuals Interested in Operations Management and Resource Planning

Fee Structure