Workforce Management Teams

[FranM]

We support 2 site for a total of 200 Associates and still feel the need for additional staff in my Workforce Management Team. What's the consenses about Support Staff to Service?

Taking into consideration my WMT does, Forecasting, Scheduling, Traffic Controlling, and Reporting.. Along with continous drive for process improvements, and continous analysis of our operation.

Am I the only one stressed that I feel understaffed? Or should I be happy with the 2 1/2 FTE that I currently have?

[n_meghanath]

Considering the industry most common standard it is 100:1. however looking at the efficiency and the work volume it is considered that 75:1 is the ideal distribution.

[OPsMan]

I agree with n_meghanath. I have 1000 agents over 2 sites and a staff of 2 schedulers, 1 reports analyst, 2 Intrad-day Leads and 6 Intraday Analyst and myself. It is all we can do to keep up and we use Blue Pumpkins Director Enterprise whcih makes life easier, but production managers and agents are needy.....Make life easier on you... get another body and scrap the Part Timer.