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What are the most important data-driven WFM skills for remote or hybrid work environments?

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Workforce management (WFM) is the process of planning, scheduling, and optimizing the performance of employees to meet the needs and goals of an organization. WFM skills are essential for any manager or leader who wants to ensure efficiency, productivity, and quality of service. However, WFM skills are even more critical in remote or hybrid work environments, where employees may work from different locations, time zones, and devices. In this article, we will explore what are the most important data-driven WFM skills for remote or hybrid work environments, and how you can develop and apply them.

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Prerna Aggarwal

LinkedIn Top 3% - Workforce Management (WFM) Voice | Business Process Automation Expert
Siana Whitehead

? Workforce Management | ?? Real Time Analytics | ?? Call Centre Management
Susan Heather Jones

WFM Leader

1 Data analysis

Data analysis is the ability to collect, organize, interpret, and communicate relevant information from various sources to support decision making and problem solving. Data analysis skills can help you understand the current and future trends, needs, and challenges of your workforce, as well as the impact of your WFM strategies and actions. For example, you can use data analysis skills to measure and improve employee engagement , performance, satisfaction, and retention in remote or hybrid work environments. You can also use data analysis skills to identify and address any gaps, risks, or opportunities in your WFM processes and policies.

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Siana Whitehead

? Workforce Management | ?? Real Time Analytics | ?? Call Centre Management
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Data analysis is the absolute basic's of WFM. Being able to collect, organise and interpret multiple data sets to help understand historical, current and future trends and events can have a major impact on how the operation is run.

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2 Data visualization

Data visualization is the ability to present data in a clear, concise, and engaging way using charts, graphs, maps, dashboards, and other visual tools. Data visualization skills can help you communicate your data analysis findings and recommendations to your stakeholders, such as senior management, clients, or employees. Data visualization skills can also help you monitor and track the progress and outcomes of your WFM initiatives and projects. For example, you can use data visualization skills to create and share interactive reports and dashboards that show the key WFM metrics and indicators for your remote or hybrid workforce.

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Siana Whitehead

? Workforce Management | ?? Real Time Analytics | ?? Call Centre Management
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Being able to make data more accessible to wider audiences is a vital for providing context to key points post-data analysis. Visual tools such as graphs, dashboards, process maps and charts help to keep engagement with stakeholders, especially when delivering large data heavy findings.

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3 Data literacy

Data literacy is the ability to understand, evaluate, and use data effectively and ethically in various contexts and scenarios. Data literacy skills can help you develop a data-driven mindset and culture in your organization, where data is valued, trusted, and leveraged for continuous improvement and innovation. Data literacy skills can also help you foster a data-driven collaboration and learning environment for your remote or hybrid workforce, where data is shared, discussed, and applied for mutual benefit and growth. For example, you can use data literacy skills to educate and empower your employees to access, analyze, and act on data relevant to their roles and goals.

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4 Data security

Data security is the ability to protect the confidentiality, integrity, and availability of data from unauthorized access, use, modification, or loss. Data security skills can help you ensure the compliance, reliability, and quality of your data and systems, as well as the privacy and safety of your employees and customers. Data security skills can also help you prevent and mitigate any potential data breaches or incidents that could damage your reputation, trust, or performance. For example, you can use data security skills to implement and enforce data security policies and best practices for your remote or hybrid workforce, such as using secure passwords, encryption, backups, and VPNs.

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Siana Whitehead

? Workforce Management | ?? Real Time Analytics | ?? Call Centre Management
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Working with data remotely, its important to ensure data-security is a priority. Simple things such as encryption, cloud and local back ups of files can prevent work being lost, manipulated incorrectly and stolen. Ensure all local laws are being followed regarding data-security.

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5 Data integration

Data integration is the ability to combine and harmonize data from different sources, formats, and platforms into a unified and consistent view. Data integration skills can help you optimize the efficiency, accuracy, and usability of your data and systems, as well as the alignment and coordination of your workforce and processes. Data integration skills can also help you enhance the flexibility, scalability, and agility of your WFM solutions and capabilities, as well as the adaptability and resilience of your workforce and organization. For example, you can use data integration skills to integrate and automate your WFM tools and applications, such as workforce planning, scheduling, forecasting, analytics, and communication.

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6 Data innovation

Data innovation is the ability to generate and implement new and valuable ideas, insights, and solutions based on data. Data innovation skills can help you create and deliver competitive and customer-centric products and services, as well as improve and differentiate your WFM practices and outcomes. Data innovation skills can also help you foster a data-driven innovation culture and environment for your remote or hybrid workforce, where data is used as a source of inspiration, creativity, and experimentation. For example, you can use data innovation skills to leverage and apply advanced data technologies and techniques, such as artificial intelligence, machine learning, or natural language processing, to enhance and transform your WFM processes and experiences.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Prerna Aggarwal

LinkedIn Top 3% - Workforce Management (WFM) Voice | Business Process Automation Expert
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Understanding the essential data-driven skills for effective workforce management (WFM) in remote or hybrid environments is just the beginning. The real challenge lies in ensuring your team not only understands these skills but also actively applies them. Remember, not everyone on your team is a data analyst, and expecting them to intuitively interpret complex data sets is unrealistic. To bridge this gap, it's advisable to leverage WFM software that simplifies the creation and interpretation of data-driven reports. The goal is to foster a culture where data-driven practices are not just a mandate but a natural part of your team's workflow, enhancing productivity and satisfaction in remote and hybrid work settings.

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Susan Heather Jones

WFM Leader
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Being able to analyze and pull trends out of data is a critical skill and I admire folks that are great at it. I've known plenty of analysts however, that can do magic with reports and excel, but they struggle to translate their findings to an audience that doesn't have the same understanding or skillset as them. What may be obvious to an analyst that has spent years in the WFM game may not be as obvious to an Operations leader that is ultimately the decision maker. It is therefore equally critical that WFM teams learn to make the data tell a compelling story that leads to a recommendation. Otherwise, you can lose your audience or worse yet, leaders are left wondering "so...what?" Learn to be an influencer and not just an "under stander".

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Naseha Sameen

Workforce Strategist, Data Scientist, Product Owner; leading Optimization & Digital Transformation at Amazon
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Most important is understanding days and abilities to remove unnecessary points. That is where a lot of people fail. Then comes abilities to make sense of the data or create a story and lastly present it in a simple manner.

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What are the most important data-driven WFM skills for remote or hybrid work environments?

1

2

3

4

5

6

7

1 Data analysis

2 Data visualization

3 Data literacy

4 Data security

5 Data integration

6 Data innovation

7 Here’s what else to consider

Workforce Management

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What are the most important data-driven WFM skills for remote or hybrid work environments?

1

2

3

4

5

6

7

1 Data analysis

2 Data visualization

3 Data literacy

4 Data security

5 Data integration

6 Data innovation

7 Here’s what else to consider

Workforce Management

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