workforce management dept

[earhart]

We're setting up a WFM dept for a 300 seat call center. Can anyone provide any guidence as to what the dept should look like?

(i.e. how many people, titles, job descriptions?)

Thanks for any input

[Clint]

I work for a call center company that has strong internal WFM systems. I would be glad to share our structure with you. Feel free to call or email.

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

[Sandy Robb]

We have a workforce team in a 100 seat call center. You can contact me at 416 429 3000, ext. 4160 or srobb@foresters.biz for further information.

[Ahmed Gamal]

Basically you will need two groups
1- schedulers , their role will be analyzing call patterns, forecasting the workload, and schedule the available resources accordingly.
the ratio may vary from 1:50 to 1:200. and that depends on the sophistication of the business requirements, nature of the workforce management tools that you are using, etcÂ…
2- Second team is the intra-day management guys, their main duty is to align the outcome of the schedulers with the real life so they also do some analysis for the day, approve all exceptions to the schedules – or at least they get updated about them-,
re-allocate resources according to unexpected changes in call volumes, ensure that representatives are adhering to their scheduled activities, tracking attendance and punctuality, report deviations to the management, etcÂ…their exact number also depends on the complexity of your call center activities, operating hours, etcÂ…
Hope that helps you.
Regards,
A.Gamal