We are People who observe how a call center and its component parts are performing in relation to a pre-arranged plan
Workforce Management (WFM) is basically all the activities needed to maintain a productive workforce, including payments and benefits, human resources planning, training and development, time-keeping and attendance, recruitment, performance management, and forecasting and scheduling,
In essence it is about assigning the right employees with the right skills to the right job at the right time to meet demand while optimizing the scheduling of staff.
Fulfilling service levels while managing costs in a iterative cycle in Contact Centers.
1. Forecasting, Building measurement tools to analyze and forecast trends
2. S.L.A, Ensuring that service level agreement is met daily, monthly and yearly.
3. Average Handling Time and shrinkage forecasts
4. Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime.
5. Provides relevant Workforce Management reports as per operational requirements
6. Briefs Operations Management on recommended service level risk mitigation plan
7. Develop and maintain centralized reporting
8. Completes Agents schedules within agreed time-frames and in line with call volume, Average Handling Time and shrinkage forecasts.
9. Optimize headcount requirements to reduce cost without impacting operational delivery
10. Analyses schedules and makes recommendations for improvement, including impact on budget
