ResumeProof

Role vocabulary

ATS resume keywords for Workforce Management (WFM)

These are the 28 terms our scorer checks a Workforce Management (WFM) resume against. It is the same list the free check uses, published in full.

Check my resume against these Build a Workforce Management (WFM) resume

The vocabulary

Coverage is 25 of the 100 points. Sixty percent of this list is full marks, so you do not need all of it, and stuffing every term in is penalised separately.

  • workforce management
  • wfm
  • forecasting
  • scheduling
  • capacity planning
  • erlang
  • service level
  • shrinkage
  • occupancy
  • adherence
  • aht
  • intraday management
  • real time analyst
  • staffing
  • headcount planning
  • hiring plan
  • attrition
  • roster
  • shift planning
  • nice
  • verint
  • aspect
  • genesys
  • call volume
  • interval
  • forecast accuracy
  • utilisation
  • ramp plan

The eight questions for Workforce Management (WFM)

The guided builder asks these, in this order, and turns each answer into a line on the page. Nothing is written that you did not type.

  1. 1.How many agents, headcount or FTEs do you plan and schedule for?
  2. 2.What forecast accuracy do you achieve, and over what interval?
  3. 3.What service level, occupancy, shrinkage or adherence do you hold or improve?
  4. 4.Which WFM tools and systems do you work in daily?
  5. 5.How many queues, lines of business, sites or clients do you support?
  6. 6.What call, chat or ticket volume do you forecast in a month?
  7. 7.What cost, overtime or attrition impact did your planning deliver?
  8. 8.How many analysts, schedulers or real time staff do you lead?
Answer them and see your score before paying

Words are the easy half

A resume can carry every term above and still be rejected, because coverage says what you know and nothing about what you delivered. The heaviest category on the rubric is evidence: how many of your bullets carry an actual figure.

Seven in ten is full marks. Most resumes we see manage two.

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