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.
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?
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.