WFM Planner
Updated: May 08, 2024 01:18 AM GMT
Ibex Philippines
Parañaque, Metro ManilaHistorical File:
• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation
Trending:
• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc.)
Forecasting:
• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level.
• Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
• Review with Operations the full 13-month forecast at least once a month... More Detail
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