Workforce Management Department Structure?

[allenni]

I am an experienced workforce manager who has just taken on a new position where I will be implementing IEX and creating a workforce management department for an insurance company. As change management seems to be very rough at present, I am having troubles communicating why IEX (or any workforce tool) access needs to be limited as well as justifying a reasonable headcount for a WFM department.

That being said, what are your ideas for an appropriate structure of a WFM department for 400+ agents with 3 different functions (sales, claims, cs) and 4 different locations (within the same time zone)?

Also, who enters exceptions on weekends and or evenings, if WFM is limited to 9-5?

Thank you!