Operations Personnel

[ja1234]

I am doing research to ascertain relative staffing ratios for the operational functions within the contact center. What are ratios at your site for operational personnel to contact center representatives for the following functions:

Scheduling

Forecasting

Call Handling/workforce management

Reporting

I appreciate any feedback

[Mark Brannan]

At our company there are 4 of us who manage all of those tasks you listed, for 100 support reps. There are also 11 managers supporting those reps, but us 4 manage all of the tasks you asked about.

[hermach]

At my call center, there are 4 supervisors who do the scheduling and workforce management activities for 45 support reps. Forecasting and reporting is done by a team of 2 people.

[Chris]

The present setup I have is as follows:

reporting, forecasting, scheduling, workforce management is by one great intelligent person :-) me :-)

coaching, development, is handled by 2 supervisors

[deadriaw]

In my area we have 6 contact centers with over 3,000 call taking employees. Our workforcemanagement teams average 1 per every 100 call taking employees.