Our story | mission
the workforce management professionals' voice, knowledge platform, and source of new ideas and best practices
Act as an ADVOCATE of the WFM industry
Share great lasting EXPERIENCES and success STORIES
Promote INNOVATION, disruption and new perspectives
Be the platform for WFM KNOWLEDGE
Meet the Team
Doug Casterton has spent the last two decades in leadership roles in the UK, Singapore, and Germany...
What is Workforce Management (WFM)?
One of the most important prerequisites for increasing customer happiness, employee retention, and cost effectiveness is effective workforce management.
In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand.
From a functional standpoint, the WFM process contains all of the major parts of:
Create short and long term forecast scenarios that establish baseline predictions of your expected workload.
Analyse historical trends and identify patterns between all business activities.
Intra-day & Real-Time Management
Monitors service delivery and schedule adherence in real-time to identify service hotspots and corrective actions required, provide detailed analysis/insight of service performance to feed future planning processes and to inform performance management within an operation, inputs on-the-day changes to schedules, and manages service impacts.
The scheduling of staff to match demand across an operation's opening hours
Strategic and Economic Budget Planning
Workforce requirements and costs to meet profit and customer service targets. Informs excellent business decisions and produces valuable data such as hiring ease or difficulty, time to hire, time to productivity, attrition rates, and so on, which can aid in the identification of risks and contingency plans.
Staffing requirements, predictions for staffing surplus/deficit, indicative service level delivery forecasts, recruiting needs, and staffing movement
Analytics and Performance Management
Build and analyse each cycle performance across multiple granularity levels (market, channel, business unit, etc) and provide an interpretation of all relevant data points enabling strategic decision making.