2023 Tip of the Week Archive2023-01-04T12:00:39-05:00

Workforce Management Forecaster – Remote – Assurant

Posted On: 06-11-2024 Position Title: Workforce Management Forecaster Job Location: Remote Contact: Steven.thomas1@assurant.com Apply Online: https://assurant.wd1.myworkdayjobs.com/Assurant_Careers/job/United-States-Virtual/Workforce-Management-Forecaster_R-103460 As a Forecaster at Assurant, you will be a significant member in the success of our business. You will be instrumental in assisting our management in ensuring we are staffed to meet the needs of our clients and customers. […]

The Workforce Optimization Symphony: WFM, Quality, & Training in Harmony. 

 June 10 – Imagine a contact center orchestra. WFM sets the tempo, ensuring smooth agent staffing and scheduling. Quality plays the melody, identifying areas for improvement and tracking delivery efficacy trends. Training harmonizes the sound, equipping agents with the skills to excel. Disjointed? Not a chance! In the customer experience (CX) and employee experience (EX) landscape of 2024, these three teams […]

Do you know your “club length?”

June 3 – The game of golf is played at a much slower pace compared to most sports and its arena is a highly unpredictable environment that requires a methodical and cerebral approach to “stay the course.” This is remarkably similar to workforce management (WFM) as we spend lots of time planning before we “take […]

Managing time off accruals. 

May 27 – In some companies, time off is accrued incrementally throughout the year.  For example, one day may be added to the agent’s bank every 4 weeks.  Once it has been accrued, it can be used for sick days, vacation, or other approved time off. It is common in these situations to find a […]

Planning for deferrable work.

May 20 – Deferrable work (e.g., email, back office tasks, or, say, research tasks) is a thought-provoking planning case.  It has been interesting to watch how our WFM industry has tackled this “new” process as back-office operations have come into the WFM-fold over the last several years or so. When WFM teams and WFM vendors […]

Banking time off.

May 13 – It is common to have times when the staffing is not sufficient to meet the desired service goal.  Overtime is one of the ways this can be addressed but it has a budget impact. Another way to ensure more man-hours available without the budget hit is to allow agents to bank time […]

Sr Capacity Planner – Schaumburg, Illinois – Ally

Posted On: 05-07-2024 Position Title: Sr Capacity Planner –  Ally Job Location: Schaumburg, Illinois Apply Online: https://ally.avature.net/careers/JobDetail/Sr-Supervisor-Capacity-Planning/11534 The Opportunity Location: in-office position in Schaumburg, IL Top 3 things we’re looking for: organized, analytical and leadership skills Reporting to the Ally Insurance Workforce Management Director, this position is primarily responsible for creating, maintaining, and validating capacity […]

Determine your response to events on your forecast over time.

 April 29 – As you look at the impact of events on your call forecast, consider not just the immediate result, but how various events play out over time.  For each business factor it’s important to judge what type of effect the event will have as well as its longevity. A Step Response is one […]

Maximizing ROI from AI Investments.

April 15 – The increasing investment in Artificial Intelligence (AI) presents significant opportunities for organizations to drive efficiency, enhance customer experiences, and generate revenue. However, demonstrating a return on investment (ROI) from AI initiatives remains a challenge, primarily due to the lack of baseline metrics on efficiency and productivity. Some use cases for AI backed […]

Analyst – Contact Center Real Time Operations – Chicago, IL – United Airlines

Posted On: 04-11-2024 Position Title: Analyst – Contact Center Real Time Operations Job Location: Chicago, IL Apply Online: https://ual-pro.taleo.net/careersection/10230/jobdetail.ftl?lang=en&job=CHI00000455 Description There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – […]

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