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The importance of Workforce Management

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The importance of Workforce Management

Even the best staff on the planet needs to be at the right place at the right time, this is why workforce management is crucial.

In order to help you optimize your workforce management (WFM) OpsTalent prepared these tips:

1. Be clear and set goals

Efficiency is crucial. In order to effectively calculate staffing requirements you need to plan ahead. Optimize your schedules depending on customer service peaks, service level and staff attrition rates.

2. Understand back-office processes

You can’t forecast if you aren’t able to manage it, simple as that. You need to be fully aware how the back-office processes work in order to maintain, and later on optimize them.

3. Keep the people in the loop

Keep the middle man in the loop, team leaders are the one responsible for enforcing large parts of the WFM process, make sure that they are an integral part of it.

4. Software matters

Spreadsheets are a “no-go”, invest in proper WFM software – it will prove to be quite beneficial in the long term.

5. Flexibility is the key.

Planning ahead is crucial, but if the situation calls for it, don’t be afraid to adjust forecast and schedules.

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