WFM Scheduler

Historical File:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

Trending:

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
• Document the details behind the data to ensure we are able to accurately forecast into the future.
• Know the business and the forecasted industry trends
• Involve client in trending exercise

Forecasting:

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
• Review with Operations the full 13-month forecast at least once a month.
• During ramp or when targets are not being met a weekly or biweekly meeting is required
• WFM to document all assumptions, concerns and issues discussed at meetings
• During Hiring plan meetings the following items will be discussed:
  • Program headcount to determine weekly production attrition rates
  • Skill set assignment (on Multi Skilled programs)
  • Hiring status of planned additional headcount
  • Headcounts of ongoing training classes to determine training attrition rates
  • Duration of Abay, on-phone time and status of Abay agents
  • Learning curve impacts (increase in AHT due to new hires)
  • Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
• Operations to provide final approval on assumptions used
• Forecast data will be fed into the hiring plan file
• Resource Planner to provide Vacation/PTO allotments
• Develops input to budget planning process