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WORKFORCE New Hires Presentation

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by

Armando Pichardo

on 11 November 2013

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Transcript of WORKFORCE New Hires Presentation

Q&A
Thank you for
your Attention!
Basic Presentation
We predict the amount of calls we will handle during the year, month, week, day and 30 minutes interval.

We predict the amount of calls that the contact center will receive, at what time these calls will come in and how long they will last. (AHT)
When do I need to call the Traffic Desk
If you are coming late to work.

If you are sick.
We forecast volume.
We calculate staffing.
We create schedules.
We take care of Real Time
Management.
Manage Schedule Change Requests.
Manage the Center’s Time Off.
Analyze statistics and create reports.
Agenda
Forecasting
Volume

What does WF do?
What is Workforce?
What does Workforce do?
IEX
Who is Workforce?
Q&A Section
Workforce in-box response time is 48 hrs. (Adherence corrections, OT Reports, Permanent SCR’s, Time Off Balances, and more).

Time OFF should be requested a week ahead. (Sun thru Sat) .

If OT balance is not revised accordingly the payment can be delayed up to 2 “quincenas”. (CSR/SS must review his/her balance the day after the OT is done)
Time frames & Others
Your Team Leader will be able to schedule 1on1 meetings with you.

You’ll be able to check you’re one-on-one schedules via Web Station with 2 weeks notice so you can plan ahead anything you need to discuss.
You’ll be empowered to:

-View your daily stats and compare them with your group average.
-Create Trades and Schedule Change requests.
-Check one on one meetings with your TL.
-Review the vacation planner.
-Improve your adherence to schedule.
-Plan 3 weeks ahead for any Time OFF.
All aux codes are going to be previously authorized and checked for adherence control.

Through Web Station you’ll be able to check your schedule on a daily basis and prepare for: lunch, break, one on one, meetings, trainings, etc.

You’ll receive reminders for all your aux code activities so you can improve your adherence.

Webstation is a great tool to avoid tardiness.
IEX will manage your vacation balance.

You can check the balance through Web Station.

You’ll make vacation requests through Web Station.
To review your performance day by day.
You can choose what totals you want to see.
Real Time Managment
Agregar video motivacional y el rompecabezas de what when where... los 4 procesos
Meet WORKFORCE
What is Workforce?
WORKFORCE
Execute
Staffing and Hiring
Allocate
PLAN
Analyze
Meet and exceed our client’s expectations by effectively

planning the staff

requirements,
scheduling

agents to meet volume arrival patterns and operational

intraday management

to provide efficient service to

meet established service level and metric goals.
Workforce Mission
Plan
Allocate
Execute
Analyze
The Right Employees
The Right Job
The Right Time
WORKFORCE
Skill+
Quantity
Organizational Objectives
- High Productivity
- Optimal Efficiency
- Increment Revenue Margins
- Guarantee Service Level
Workforce
Staffing and Scheduling
We need to place the right amount of resources, in the right place, at the right time in order to meet the SLA’s. (Goals)
Metrics and Abbreviations

KPI:
Key Performance Indicator
Q’:
Queue
AHT:
Avg Handle Time
ACW:
After Call Work
SLA:
Service Level Agreements
SL:
Service Level
ABN:
Abandon Rate
ASA:
Avg Speed of Answer
OCC:
Occupancy
(809)732-6433 Ext. 3585

IEX
What is IEX?
What IEX can do for you?
http://10.5.80.3/Agentops
Pre-schedule 1-on-1
Vacation Planner
What is IEX?
It’s a Workforce management tool for performance optimization.

What is the Agent Web station?
A solution for all your feedback and concerns.It gives you direct access to your own schedule.

Make sure that we have the resources that we need as planned. (Adherence). That we adhere to the plan and metrics are maintained.

Guarantee that Operations has the needed resources/tools working as expected.
Traffic Control
Who is Workforce?
Objectives
Assets
Products /Services
Employees

In TP WF...
- We meet and consider our agents needs based on schedules
- We focus on having a productive agent but tracking the proper occupancy for ease
- We guarantee our employees EXACT and CORRECT payment
- We work towards GOALS!
STAFFING
How many??
Skill??
Demand
Staff
SCHEDULING
Where??
When??
REAL TIME
Better??
Full transcript