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Course Offered for Huntswood (Certification in WFM Forecasting & Scheduling)
About Course
Scheduling
Ensuring that staff schedules remain in line with business needs is vital to success, but juggling scheduling rules, contracts, shift patterns, flexible working hours and ever-changing requirements presents a huge challenge if you manage them manually.
Automatic scheduling systems allow you to create and manage an effective schedule by taking into account your business requirements, your employees’ needs and your scheduling rules.
at First Glance
The enlightened enterprise takes agent preferences and skill sets into account when scheduling. The “standard agent” approach to solving resource issues (i.e. treating one agent the same as any other) will cause problems with both agent satisfaction and customer service levels.
Most companies using advanced workforce management software will have between six and nine skill-sets to work with, although a few contact centres use as many as 50.
Yet the business’s needs must come first, so a scheduler will have to find the best way to match the company’s requirements with those of its employees.
This can get particularly complicated in a multimedia environment which usually has agents with multiple media handling skills (e.g. voice, email, text chat, etc.) and multiple business abilities (e.g. sales, service, product knowledge, languages, etc.).
Businesses must look for a solution which does not over-simplify the scheduling process, yet retains usability and the flexibility to make changes.
Solutions that allow agents to request and alter their own schedules (for example, around holidays) are becoming increasingly sought-after, as they have also been proven to strengthen agent morale.
Making sure that your scheduling suits both your staff and your business brings a number of benefits:
- Enhanced efficiency and lower costs through consistent and timely planning based on business needs
- Greater customer satisfaction as a result of improved service
- Automation of administration, freeing managers and planners to do what they do best
- Automatic monitoring
WFM scheduling?
WFM task-based scheduling enables you to configure sequences of work activities to be used in shifts. These task sequences guarantee that a specific period of time is spent on a specified activity or set of work activities. … And WFM can optimize the assignment of task times based on forecast staffing requirements.
What is the WFM process?
Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.
What does a scheduling analyst do?
A scheduling analyst develops and maintains scheduling information. They often work closely with the scheduling administrator to ensure data is accurate and useful. Job duties include measuring performance, monitoring the effectiveness, maintaining changes, and producing reports based on their analysis.
How is scheduling efficiency calculated?
The weighted schedule efficiency is calculated by multiplying the schedule efficiency in each interval by the forecast number of resources, adding up all these weighted numbers for all intervals where the forecast or scheduled value is non-zero, and then dividing by the total of all the forecast number of resources for …
What is schedule inflexibility?
Schedule Inflex sometimes also known as Shift Inflex or Schedule Wastage is a measure of additional staffing scheduled above the requirements due to certain constraints. Note: The term Inflex stands for inflexibility and it should not be replaced with the word influx.
How can I improve my scheduling?
Once you have decided which tool you want to use, prepare your schedule in the following way:
- Step 1: Identify Available Time. Start by establishing the time you want to make available for your work. …
- Step 2: Schedule Essential Actions. …
- Step 3: Schedule High-Priority Activities. …
- Step 4: Schedule Contingency Time.
What makes a good scheduler?
They should be resourceful and creative in their approach to problems, and they need to identify in most cases the right person(s) within the team to help them resolve the problem quickly and efficiently. Schedulers should use a systematic approach to solve any problems they may confront during scheduling of projects.
What should I learn to be a scheduler?
Some important skills include:
- Communication. Schedulers use communication skills to speak with coworkers and patients on a regular basis. …
- Organizational skills. Staying organized is essential to successfully perform the role of scheduler. …
- Problem-solving. …
- Customer service. …
- Interpersonal skills. …
- Technical skills.
Basic Forecasting Program
1. Introduction to Basic WFM Forecasting
2. WFM Forecasting Level-A (Detailed coverage of WFM Forecasting)
3.WFM Forecasting Level-B (Detailed coverage of WFM Forecasting)
4. Statistics for WFM Forecasting
5. Introduction to Forecasting ( Practical session)
6. Masterclass coverage on overview of WFM Forecasting ( Masterclasses are conducted by very Sr. WFM Experts in the Forecasting area)
a) The purpose of Forecasting in the organization
b) Classification of Forecast
c) Forecasting Methods
d) Synthetic Forecasts
e) Analytical Estimates
f) Use of Economic Indicators
g) Forecasting Process Flow Chart
h) Types of forecasting approaches
i) Point Estimation
j) Averaging approaches
k) Simple Average
l) Moving Average
m) Limitations of Moving average
n) Weighted Moving Average
o) Time Series Analysis
p) Trend Analysis
q) Seasonality Analysis
r) Final Forecast table
s) Day of the week calculation example
t) Funnel Approach of Forecasting
Advanced Forecasting Program
7.WFM -Forecasting Methodologies :The Linear Regression Model in Forecasting
8.WFM -Forecasting-Forecasting Methodologies
a)Time Series
b)Simple Exponential
c)Holt Forecasting
d)Holt Winter Forecasting
e)ARIMA
9.WFM Time Series Forecasting continuous session and next level of Statistics followed by practical session with Q&A
10.Forecasting ARIMA practical session followed by practical session
11.Exponential Smoothing followed by practical session
a)Simple Exponential Smoothing
b)Double Exponential Smoothing (Additive/Multiplicative)
c)Triple Exponential Smoothing (Additive)
d)Triple Exponential Smoothing (Multiplicative)
e.)Method Selection
12.Exponential Smoothing followed by practical session and Q&A
13.RFP Masterclass ,Overview at the organisation level
14.How to design RFP , template is attached for your reference
15.Scenario based Practical Q&A session
Course Content
Certificate in WFM Scheduling
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Overview of WFM Scheduling
02:10:30 -
WFM Scheduling practical session -2 ( IEX Tool training)
03:49:52 -
WFM Scheduling session -3
01:45:48 -
Q&A session on WFM Scheduling
01:17:02
Certification in WFM Forecasting
Instructors
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Reviews (4)
Sandile Mngadi
Bongiwe Ndawo
Simi Raghunundan
Sukoluhle Zama