[Analyst]

Good day,

I am a business analyst responsible for scheduling in our 24 X 7 Call Centre. I am reviewing our business rules pertaining to scheduling. I am attempting to find the balance between ensuring that our staff meets our volume, and provinding our agents with a satisfactory quality of life. I would be interested in your comments with regards to how your scheduling business rules are set up within your 7 X 24 centre (ie. rotating schedules, shift bids, etc) and the details surrounding how you manage this.

Any information would be greatly appreciated.