Organization Structure in Resource Planning

[lilshernmin]

I am looking for ideas on re-organizing my Resource Planning dept. We are a call center with approx 1200 agents handling 1 million calls per month. We do forecasting from a rolling 12 months basis to a intraday basis for different types of calls (or lines or businesses). I would appreciate any feedback on how you organize your dept and each positions' job functions.

Thanks.

[Clint]

I would be glad to share some of our experience, process and tools. We manage five facilities with approx. 1,500 call center staff (agents, supervisors, trainers, QA, etc.) We handle various call types (tech support, customer service, sales) and continually update our resource planning for our staff based on historical data and forecast information. We have developed internal web-based scheduling tools and reporting that are part of a call center management system that I can show you via a private on-line demo. If you are interested, please contact me.

Clint Sesow
csesow@sales.calltech.com
402-486-4608