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Number of workforce management employees

  • This topic has 6 replies, 1 voice, and was last updated 17 years, 1 month ago by difference Supervisor – WFM em.
Viewing 7 posts - 1 through 7 (of 7 total)
  • Author
  • #15930 Reply
    Juan Adarve

    I´d like to know a relation between CSR´s and
    employees of a workforce management team in Call Centers that have a workforce management system.
    Thanks for the answer.

    #15931 Reply

    Please clarify… what are you looking for again?


    #15932 Reply
    WFM Manager

    We currently operate 2 300-350 seat call centers. The ratio that we use is 1 WFM person to every 100 people. In visiting with consultants this is a pretty good ratio depending on their individual responsibilities.

    #15933 Reply
    Juan Adarve

    I explain my question:
    We have aprox 2000 seats and 12 people working in WFM. That is a relation of 137 seats (180 people)for each WFM employee. We dont have a WFM system. I think we have less WFM people than is recommended.
    But what is recomended? What is the value of this relation in other Call Centers?

    #15934 Reply

    Please what is the Difference between a call center supervisor and a workforce management employee/Analyst

    #15935 Reply

    At least by my experience, I would say 1 WFM person per 50 seats would be a good ratio. But I am saying this in consideration to Pakistan where several factors influence this ratio.


    #15936 Reply
    difference Supervisor – WFM em

    The principal function of a supervisor is to develop people(agents), maitain an excelent quality of service and a high motivation of the agents. An WFM analyt must respond for the accesibility of contact to call center. Forecats contacts, calculate staff, schedule shifts, evaluate adherence, etc.

Viewing 7 posts - 1 through 7 (of 7 total)
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