Secure that your organization develops and maintains hiring forecasts, incorporating complex factors as customer demand, expected employee turnover, onboarding and training requirements, planned efficiency gains, new product launches and other marketing initiatives.

More Uses of the Contact Center Workforce Management Toolkit:

  • Identify: coordination with vendor workforce management to balance contact volumes and staffing needs.
  • Ensure your team provides clear and effective communication of the forecasted workload, changes, assumptions, inputs, etc.
  • Manage work with call center management to develop benchmarks using metrics, industry standards, and original concepts.
  • Coordinate with WFM team and other real time analysts to ensure continuity of coverage and distribution of up to the minute statistical data about the day.
  • Manage and oversee team performance through performance planning, coaching and performance appraisals.
  • Confirm your operation communicates organization policy information and requirements to staff and ensures operational decisions comply with policy.
  • Make sure that your operation coordinates with vendor workforce management to balance call volumes and staffing needs.
  • Identify and actively drive team changes and staffing and training needed to support capacity needs.
  • Devise: finance, franchise leadership and brand leadership to advise about additional staffing needs and operational budget impacts.
  • Utilize appropriate Contact Center Workforce Management (WFM) systems, tools, and reports to assure optimum staffing levels.
  • Confirm your operation coaches and mentors team to optimize performance, drive consistency, and ensure growth of skills.
  • Manage intra day resource allocation, skills availability, and distribution in order to meet service level goals utilizing appropriate systems and software.
  • Direct: monitor and maintain real time adherence to ensure compliance with staffing capacities.
  • Make sure that your strategy generates comprehensive daily, weekly and monthly reporting relative to internal and relevant industry metrics.
  • Provide trend analysis and feedback to management to improve call, handle time, and shrinkage forecasts.
  • Develop, maintain and demonstrate product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide solutions to customer inquiries.
  • Ensure you shape; lead process minded; continually focused on ways to improve workforce management processes and effectiveness.
  • Warrant that your organization acts as a liaison with Finance, Human Resources, Data Science and IT teams/vendors on projects aimed at improving workforce management, employee retention and satisfaction and reporting capabilities on workforce management.
  • Coordinate: monthly, weekly, daily and hourly forecasting of inbound/outbound contact volumes and staffing requirements based on historical contact trends and business growth objectives.
  • Manage business activities as root cause analysis, staff skill, and profile management.
  • Increase the efficiency of the contact centers (inbound, outbound, and back office processing) through the creation of effective scheduling practices which balance business and employee needs.
  • Provide real time scheduling and call flow support in a multi client/multi line of business environment.
  • Provide regular coaching and feedback to direct reports to help grow functional skills and leadership capabilities.
  • Ensure your team develops and motivates employees through regular coaching and feedback which leads to improved results in achieving overall Operations department goals.
  • Confirm your project ensures that key efficiency, performance, and quality metrics are accurate and available.
  • Provide accurate analysis, troubleshooting and testing of technical, system and application issues.
  • Maintain the skills and schedule (capacity) of agents; coordinate daily staffing operations with appropriate Contact Center management.
  • Govern: continuously review existing processes and research new ones for possible automation improvements or enhancements.
  • Coordinate with operations to balance customer interaction volumes, staffing needs, and budget.
  • Be accountable for the accurate and timely re skilling of agents to meet day before and day of inbound and outbound demand and drive service excellence.

 

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