Workforce Management Solutions
Maximize efficiency and value in your organization with our unique balance of people, processes and technology. Our Workforce Management Solutions (WFM) are designed to streamline forecasting, scheduling and real-time analysis, ensuring constant optimization of supply and demand in your operations.
Reduce costs
Leverage our advanced forecasting and scheduling algorithms to accurately align your staffing levels with demand.
Enhance operational efficiency
Gain real-time visibility into workforce performance and productivity metrics. Our tools identify bottlenecks, optimize workflows and allocate resources more effectively.
Streamline scheduling
Ensure the right people are assigned to the right tasks at the right time. Our advanced scheduling capabilities can help reduce downtime and improve overall productivity.
Optimize your enterprise with tailored resource management
Whether you need consulting services or steady state positions, we offer the flexibility for you to choose from full-suite solutions or individual services.
WFM/Workforce Optimization (WFO) Consulting
We take a Lean Six Sigma approach to analyzing both current and future-state operations. With statistical analysis and change management best practices, our experts identify areas of improvement and optimization.
Forecasting & Planning
Our WFM engagements start with a strong forecasting approach, where we work hand in hand with clients to ensure seasonality, trends and future events are considered. Global capacity plans are then created and managed centrally, and are reviewed constantly to optimize resources and manage resource distribution.
Schedule Optimization
Scheduling is centralized for all vendor and captive sites for shared or specific lines of business; optimized down to an interval level in compliance with local and regulatory requirements. Offline activities are planned and scheduled with a small percentage left for intraday. With a continuous focus on optimization, staffing recommendations are provided to reduce unforeseen gaps or surpluses.
Real-Time Analysis
Our command centers monitor activities at the queue and agent level to deliver real-time alerts for fast actionable adjustment. The focus remains on frontline team member performance across the entire enterprise, tracking indicators such as schedule adherence. Staffing directives are centralized to ensure an enterprise balance between supply and demand given intraday trends.
Reporting Analysis
Our data-driven approach employs a comprehensive suite of statistical and data analysis tools, along with reporting dashboards. We provide constant, granular and actionable information to clients and operational teams. Our simulative and analytic reports, impact analysis and trend reporting focus on key performance indicators (KPIs) such as average handle time, offline activities, schedule adherence and absenteeism. This enables us to optimize both enterprise and single-site performance.
0+Global WFM team members dedicated to continuous optimization
0WFM/ACD systems managed for various clients/accounts
0%Global employee engagement score— Kincentric
$ 0MAnnualized savings for a tech client across vendor and captive sites
