|
Basically you will need two groups
1- schedulers , their role will be analyzing call patterns, forecasting the workload, and schedule the available resources accordingly.
the ratio may vary from 1:50 to 1:200. and that depends on the sophistication of the business requirements, nature of the workforce management tools that you are using, etc
2- Second team is the intra-day management guys, their main duty is to align the outcome of the schedulers with the real life so they also do some analysis for the day, approve all exceptions to the schedules or at least they get updated about them-,
re-allocate resources according to unexpected changes in call volumes, ensure that representatives are adhering to their scheduled activities, tracking attendance and punctuality, report deviations to the management, etc
their exact number also depends on the complexity of your call center activities, operating hours, etc
Hope that helps you.
Regards,
A.Gamal
|