Core WFM Roles and Responsibilities
The primary goal of WFM is to ensure the right number of agents, with the right skills, are available at the right time to handle customer interactions, balancing service level, operational cost, and employee experience.
1. Forecasting (Predictive Planning)
Role: Predicting the future workload and staffing needs.
Responsibilities:
Analyzing historical data (call/interaction volumes, handling times, seasonal trends, etc.) to project future demand, often in short intervals (e.g., 15 or 30 minutes).
Determining the required number of agents (headcount planning) to handle the anticipated volume and maintain service goals.
2. Scheduling (Shift Creation)
Role: Creating optimized work schedules.
Responsibilities:
Developing shift schedules (including breaks, lunches, and non-customer-facing time like training/meetings) that match the required staff to the predicted demand as closely as possible.
Considering agent skills, preferences, employment laws, and other restrictions for fair and compliant scheduling.
3. Intraday Management / Real-Time Adherence (RTA)
Role: Monitoring and making real-time adjustments during the workday.
Responsibilities:
Tracking real-time agent performance and adherence (Are agents following their scheduled activities?).
Making dynamic adjustments to the schedule when unexpected events occur (e.g., a sudden spike in call volume or high absenteeism) to stabilize service levels.
4. Reporting & Analytics
Role: Evaluating past performance and driving continuous improvement.
Responsibilities:
Analyzing performance metrics (KPIs) such as Service Level (SL), Average Handle Time (AHT), Occupancy, and First Call Resolution (FCR).
Generating reports for managers to evaluate the efficiency of the WFM process and identify areas for improvement in future planning.
The videos emphasize that effective WFM leads to:
✅ Improved Customer Experience (CX): Ensuring faster service and meeting service level targets.
✅ Operational Efficiency: Optimizing staffing to avoid costly overstaffing and service-damaging understaffing.
✅ Better Agent Experience (EX): Providing consistent, fair scheduling, which reduces burnout and attrition.
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