Hi Fernando,
In order to manage the schedules I imagine you must have a tool as TCS or CALABRIO. The tool you need should help have a prevision of the people you will need according to the call you will receive.
If you are using one of those tools and you are not familiar with it I suggest you request to meet with a person from that company who should provide you support on that type of problem.
If you do not have a tool to manage the scheduling, what are you using or will be using?
The answer is there really.
Do not hesitate to communicate with me:
christine.delmas@hbc.com