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I will plan your contact center staffing and schedules
Systems Engineer Workforce Planning Optimization Specialist
I am a Systems Engineer with over 12 years of experience solving operations planning and optimization problems. I specialize in analyzing business data and developing quantitative models using forecas...
About this Gig
I will help you plan, analyze, and optimize your contact center workforce using data-driven staffing calculations and agent scheduling.
With over 12 years of experience in Workforce Management, I can help you calculate staffing requirements, create agent schedules, identify coverage gaps, evaluate alternative scenarios, and improve workforce allocation based on workload, service level targets, and operational constraints.
My services cover single-channel and multichannel contact centers, including voice and other channels when the required data is available.
Whether you need a staffing plan from scratch, improvements to an existing schedule, or a complete workforce plan based on an RFP or tender, you will receive a structured analysis with clear assumptions and practical recommendations.
Let's turn your workload data into a workforce plan you can use to make better operational decisions.
FAQ
What information do you need to calculate staffing requirements?
I typically need contact volume, average handling time (AHT), service level targets, operating hours, and relevant workforce assumptions such as shrinkage. If some information is unavailable, I can help identify the assumptions needed to proceed.
Do you support both single-channel and multichannel contact centers?
Yes. I support single-channel and multichannel operations, provided the necessary workload data and information about agent skills and channel allocation are available.
Can you optimize an existing agent schedule?
Yes. I can review your current staffing plan and schedules, identify potential coverage gaps or excess staffing, and recommend adjustments to agent numbers, shift start times, shifts, and days off.
Can you work with an RFP or tender document?
Yes. The End-to-End Workforce Planning package can include reviewing RFP or tender requirements, defining staffing assumptions, calculating workforce needs, evaluating scenarios, and preparing a scheduling plan.
