Our story | mission

workforce management professionals' voice, knowledge platform, and source of new ideas and best practices

Act as an ADVOCATE of the WFM industry

Leave great lasting EXPERIENCES

Promote disruption and new perspectives while sharing success STORIES

Be the platform for WFM KNOWLEDGE

Meet the Team
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Doug Casterton

Host

Doug Casterton has spent the last two decades in leadership roles in the UK, Singapore, and Germany...

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Bilgehan Tolun

Host

Bilgehan Tolun is a successful strategist with a mathematics background...

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Host

Over 10 years working and studying WFM, his career started studying to become a Software Developer...

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Strategist

Gonçalo is a WFM devotee with broad and diverse work experience... 

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Kim Pazes

Creative Mind

Kim is passionate and lifelong curious about technology and design...

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:

Forecast

 

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.

Scheduling


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.

Capacity Planning


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.

Come join our Best Practice & Networking Telegram Group for Workforce Management Professionals, you can read more about it here