Basics of WFM

Introduction :

Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.

Importance of workforce management :

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week or month. It also helps track employees’ daily performance.

For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of transactions — calls, messages or emails — and scheduling the correct number of agents with the proper skills at the right time to handle the expected volume of transactions.

UNDERSTANDING THE BASICS OF WORKFORCE MANAGEMENT

After completing this module, participants would be able to:

1. Understanding of the BPO operations.
2. Overview of Call Routing and Life Cycle of a call.
3. Understand the various sub-functions of WFM – Roles & Responsibilities
4. Understand the Command Center Roles and Benefits – Decision-making is key
5. Overview of Tools, Metrics, and Measures
6. Pricing Models
7. Overview of Bill to Pay & Power of One
8. Calculation & Exercise

 WFM Management and Roles & Responsibilities

The Workforce Management (WFM) team provides guidance for effective resource planning and utilization. The Workforce Management role contributes to caller satisfaction, employee satisfaction, operational effectiveness, and profitability.

WFM Mission- Supporting our business goals by having the right people in the right place at the right time to achieve our customer and shareholder targets while preserving employee satisfaction.

WFM’s objective is to plan and manage staff allocation that meets client, customer, and employee needs –with the flexibility to respond to real-time variations from the plan.

 

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