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10-10-2001, 09:40 AM
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Workforce Positions
I am currently running two call centers with approximately 560 agents. I have a staff of 8 Workforce Planning Supervisors (2 Scheduling, 2 Forecasting, 4 Tracking). We conduct all scheduling and forecasting runs in our main office. Tracking Supervisors are present in each site. I would like to know how other call center break down their Workforce responsibilities and whether or not there are centralized or done by each individual site.
Thanks, MMM 
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10-10-2001, 09:53 AM
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We have 4 call centers and approx. 1500 agents. If you would like to have a call with our interal staffing people, I could set it up.
Greg Kern CallTech Communications 512-261-0409
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10-11-2001, 07:47 PM
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I am the supervisor of our "Area" scheduling (workforce)department. My Area is complied of 6 Call centers with @3,000 customer service agents. I have 2 Area Analyst that assist me with creating forecasts and generating schedules, while 23 "Regional analyst" handle the day to day operation, such as exception entry and one-on-one supervisor and employee interaction. We have a centralized environment, however we still have workforce positions that handle real-time issue in each location.
DeAdria Wright NE Area Scheduling Supervisor united060901@aol.com
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