Workforce Management & Scheduling

Overview

What we deliver

We plan headcount, build schedules, and manage intraday adjustments so your contact center hits service levels without overstaffing.

We run workforce management for contact centers that need accurate forecasts, tight schedules, and disciplined intraday operations. Our WFM analysts review historical volumes, seasonality, and shrinkage to build forecasts at the interval level, then translate them into schedules that match agent skills, preferences, and labor rules. We manage shift bids, time-off requests, and schedule swaps, and we monitor adherence, occupancy, and service level in real time. When volume shifts, we move agents across queues, trigger overtime or voluntary time off, and keep supervisors informed. We also produce weekly and monthly capacity plans that show hiring needs ahead of growth and seasonal peaks. Whether you need a fully managed WFM function or specialist support during a busy period, we bring the discipline that keeps service levels predictable and labor costs in check.

Fit Check

Built for teams like yours

Who it's for

Contact centers scaling headcount
Operations leaders missing service levels
Teams with seasonal volume swings
BPO providers managing multiple clients
Organizations replacing legacy WFM

Pain points we solve

Missed service level targets
Overstaffing on slow days
Understaffing during peaks
Poor schedule adherence
Manual and time-consuming planning

What's included

Capabilities

Everything we cover in this engagement.

Volume and AHT forecasting
Schedule creation and optimization
Shift bid and PTO administration
Real-time adherence monitoring
Intraday queue reallocation
Capacity and hiring plans
Shrinkage tracking and reporting
WFM tool configuration

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Data review

We assess history, shrinkage, and current schedules.

02

Forecast build

We create interval-level volume and staffing models.

03

Schedule rollout

We publish schedules and manage agent feedback.

04

Intraday operations

We monitor adherence and adjust in real time.

05

Capacity planning

We update hiring plans on a monthly cycle.

What you get

Deliverables & outcomes

What you get

Forecast models
Weekly schedules
Adherence dashboards
Intraday action logs
Capacity plans
Monthly WFM review decks

Outcomes you can expect

Steady service level attainment
Reduced overtime spend
Lower agent burnout
Better schedule adherence
Clearer hiring timelines

Timeline

3 to 6 weeks to stabilize

Engagement

Monthly retainer, Project, Sprint

Tools we use

NICE IEX, Verint, Calabrio, Genesys, Excel

KPIs we track

Service level, schedule adherence, occupancy, shrinkage, forecast accuracy

Client stories

What clients say

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

"

We had 14 cornerstone pages stuck on page two for 18 months. Their SEO crew rewrote the internal linking, cleaned up our schema, and shipped 22 supporting briefs over a quarter. Eight of those pages broke top three by month five. Organic pipeline went from a trickle to our second-largest source. Felt like watching interest compound.

James T.

Proof