What is Workforce Management Scheduling?

Workforce Management Scheduling, also known as WFM Scheduling, is the process of determining how many people you need scheduled for a specific type of work at various times throughout the day. It ensures that the right number of employees are available to meet the demand for services or tasks, optimizing both productivity and customer satisfaction.

How to Calculate Workforce Management Scheduling

To calculate Workforce Management Scheduling, follow these steps:

1. Forecast Demand: Estimate the volume of work or customer interactions expected at different times of the day.
2. Determine Staffing Requirements: Based on the forecasted demand, calculate the number of employees needed to handle the workload. This involves considering factors such as Average Handle Time (AHT) and service level goals.
3. Create Schedules: Develop schedules that align with the staffing requirements, ensuring that there are enough employees available during peak times and fewer during off-peak times.
4. Adjust for Shrinkage: Account for shrinkage, which includes breaks, training, and other non-productive time, to ensure that the schedules are realistic.

Why Workforce Management Scheduling Matters

Workforce Management Scheduling is important because:

• Customer Satisfaction: Ensures that there are enough employees available to meet customer demand, reducing wait times and improving service quality.
• Operational Efficiency: Helps in optimizing resource allocation, ensuring that employees are neither overworked nor underutilized.
• Cost Management: Balances the need for adequate staffing with cost control, avoiding unnecessary labor expenses.

Factors Influencing Workforce Management Scheduling

Several factors can influence Workforce Management Scheduling, including:

• Demand Variability: Fluctuations in demand due to seasonality, promotions, or other factors.
• Employee Availability: The availability of employees to work different shifts.
• Service Level Goals: Desired service levels and response times.
• Shrinkage: The amount of time lost to non-productive activities such as breaks, training, and meetings.

Strategies to Improve Workforce Management Scheduling

To improve Workforce Management Scheduling, consider the following strategies:

• Accurate Forecasting: Use historical data and predictive analytics to improve demand forecasts.
• Flexible Scheduling: Implement flexible scheduling practices to match staffing levels with demand.
• Cross-Training: Train employees to handle multiple types of tasks to increase flexibility.
• Real-Time Monitoring: Use real-time monitoring tools to adjust schedules dynamically based on actual demand.

Related Terms

• Shift Planning: The process of assigning employees to specific shifts based on demand and availability.
• Workforce Optimization: The practice of ensuring that the right number of employees with the right skills are in the right place at the right time.
• Service Level: A measure of the percentage of interactions handled within a specified time frame.

Conclusion

Workforce Management Scheduling is a critical process that ensures the right number of employees are available to meet demand efficiently. By understanding and optimizing this process, organizations can improve customer satisfaction, operational efficiency, and cost management.