Confirm your organization ensures the Workforce Management group achieves targeted goals for service level performance, abandoned rates, call handle time, forecast accuracy, and workforce productivity for each contact center function/workgroup managed through effective forecasting, scheduling, and intra day management.

More Uses of the Workforce Management Toolkit:

  • Confirm your organization partners with Workforce Management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just in time adjustments to ensure staffing requirements are met to achieve service levels goals.
  • Systematize: specifically, the integration and reporting consultant provides clients with ongoing consultative and technical support throughout Workforce Management strategic and/or implementation projects.
  • Oversee: in collaboration with the Workforce Management department, monitor staffing levels and call volume trends; make staffing recommendations to ensure service level goals are attained and maintained.
  • Drive adoption of self service technology for the enterprise, specifically optimizing new technology which requires on going adjustments based on feedback from members, etc.
  • Drive the strategic direction of capacity planning (long term) and Workforce Management (short term), staff solutions strategy, and geographic diversification.
  • Oversee intra day management of scheduling procedures, analysis of real time workload requirements, and manage labor costs in accordance with service level requirements.
  • Maintain compliance with all departmental standards; policies and procedures, training and education, Workforce Management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.
  • Maintain detailed records of call/workload statistics and arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization.
  • Evaluate core business processes to leverage opportunities for operational improvements with an emphasis on trends, root cause analysis and customer centric metrics.
  • Develop Workforce Management processes and efficiencies while engaging across your organization, providing high quality resolutions to your customers needs, and managing to your quality standards.
  • Confirm your organization uses establish a knowledge center in Workforce Management tools and techniques to ensure staff performance targets for calls; accuracy, efficiency, and quality are met on a daily, weekly, and monthly basis.
  • Ensure you lead and direct your organization toward operations, procedures, and policies which assure the accurate prediction of business financial and service performance.
  • Identify: work with Strategic Sourcing on orders placed; monitor all orders and alert Workforce Management when orders are delayed; monitor all stock levels and alert Workforce Management when orders need to be placed.
  • Arrange that your organization becomes compliant with all departmental standards; policies and procedures, training and education, Workforce Management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.
  • Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability.
  • Guide: the training consultant work closely with clients to develop and implement a successful training strategy and oversee the user training programs of multiple Workforce Management systems.
  • Steer: development, implementation and management of reporting structures and metrics used for exception tracking, management oversight, process effectiveness and performance.
  • Drive: alignment and communication of formalize governance process as it relates to the workforce optimization suite (quality, dpa, performance management, speech analytics and Workforce Management).
  • Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, Workforce Management, employee relations).
  • Ensure your organization forecasts monthly, weekly, daily and half hour interval inbound/outbound call / email / chat volumes and staffing requirements based on historical trends and business growth projections.
  • Advise segment leadership of potential performance risks and coordinate with the appropriate departments to resolve gaps, output issues, or other problems.
  • Maximize effectiveness of technology and manpower through monitoring forecasted versus actual call metrics and effective schedule optimization of all operational staff.
  • Confirm you build and maintain employee schedules, for multiple languages, in alignment with forecasted contacts and ensure accurate adherence to department metrics.
  • Warrant that your organization serves as liaison between management and the servicing personnel office, coordinating all Workforce Management actions with the servicing personnel office.
  • Steer: monitor real time adherence and call statistics and communicate with supervisors to ensure on phone and off phone activity is managed efficiently throughout the day.


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