582 words, 2.2 minutes read. By Gerard Blokdyk
Workforce Planning 1 big thing: Identify potential problems involved with budget forecasting, and personnel/organizational structures.
The big picture: Verify that your strategy monitors the call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources.
Why it matters: Coordinate preparation of operating and capital budgets for own area of responsibility to provide management guidelines and goals and operationalize the corporate financial plan.
What we’re hearing: “Safeguard that your group helps to identify potential issues that could impact the business and provides solutions and recommendations by interpreting, analyzing and integrating applicable internal, external data, and metrics.“, Workforce Analyst, Mission Control
The backdrop: Proactively partner with HR business partners, business leaders and the broader HR team to identify, define, prioritize and lead leadership development and talent management initiatives.
Be smart: Confirm that your group collaborates with respective business leaders to provide ongoing feedback and data to improve decision making around employee retention and development.
Under the hood: Check that your personnel performs short and long range planning and suggests and evaluates work projects of subordinates and supports (internal) customer objectives.
Top Workforce Planning Must Haves
Workforce Planning Executives tell us every quarter about their must haves.
Here are their most urgent ones:
Learn the Top Emerging Workforce Planning Risks HERE: store.theartofservice.com/Workforce-Planning-critical-capabilities/
Top thinkers are using The Art of Service Critical Capabilities Analysis, the guide that’s helping leaders stay ahead of what’s next.
This guide will help you plan your roadmap. The Critical Capabilities and Priorities Guide enables leaders to shortlist hundreds of appropriate results, already prioritized.
Get started: store.theartofservice.com/Workforce-Planning-critical-capabilities/
Yes, but: Make sure your workforce is accountable for understanding the strategic direction and goals of the Corporate Functions and driving collaboration with local HR teams.
Go deeper: Assure your workforce creates an inclusive, welcoming environment and recognizes the importance of individual and cultural diversity to the development of an effective team.
What to watch: Evaluate and manage short and long term staffing plans against forecasts and attrition to ensure your sites meet to your service level agreements.
State of play: Make sure the Chief Enterprise Architect manages the building permit process for IT and determines any exception requests to the defined architecture policies and practices.
Between the lines: Secure that your group responds to inquiries from employees and provides direct support to Business Units regarding policies, procedures, programs, payroll and benefit issues.
On the flip side: Partner with the Insights and Analytics and Financial Planning and Analysis (FP and A) teams to conduct supply and demand analysis, business scenario planning, forecasting, and external benchmarking of key workforce metrics.
What they’re saying: “Make headway so that your strategy track sourcing efforts, report on outreach and response rates, and use data to influence future sourcing efforts.“, Director of Operational Planning
The bottom line: Be certain that your strategy leads the Workforce Department; provides leadership in the planning/forecasting staffing requirements as they translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.
What’s next: Be confident that your organization forecasts monthly, weekly, daily and interval level call activity based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve performance metrics.
ICYMI: Make sure your process provides support in various HR areas which include new hire onboarding and assimilation, mergers and acquisition support, safety compliance and monitoring, performance and talent management programs deployment, and general team member education.
A MESSAGE FROM THE ART OF SERVICE
Get started: store.theartofservice.com/Workforce-Planning-critical-capabilities/
Trusted by: Walmart, Guardian Life Insurance Company, Synchrony, Cargill, UNITED PARCEL SERVICE, Leidos, Black Box Network Services, HM Health Solutions, Blue Cross and Blue Shield of North Carolina, CVS Health, US US Army Civilian Human Resources Agency, EmPower HR, Broadpath, Baldwin Risk Partners, Accenture, Amtrak, US Food and Drug Administration, Resident Home, The Hartford, U.S. Army Contracting Command, Cleveland Clinic, TikTok, Black Box, The Climate Corporation, MasTec Network Solutions, Nissan, LRNA Shared Services, JPS Health Network, Sedgwick, Centerfield, Prisma Health, US Office of Personnel Management, University of Minnesota, Coffee Regional Medical Center, ATCC, S&P Global, Adams Land & Cattle, LLC, Nike, Billie, LG Electronics Alabama Inc., C&S Wholesale Services, Inc., Delta, Amazon.com Services LLC, Virginia Dept of Human Resource Mgmt, Heartland, Southwest Gas, Deloitte Consulting LLP, LifeBridge Health, Inc., Stryker, Deloitte, Tesla, Facebook, E. & J. Gallo Winery, Whirlpool Corporation, Chick-fil-A, Inc., Digital Ocean Jobs, Lowe’s, US Internal Revenue Service, ADT Security Services, ALSAC/St. Jude Children’s Research Hospital, Sonoco, Exelon Corporation, Warby Parker, Kansas City Southern Railway, US Justice, Office of the Inspector General, Wayfair, National Older Worker Career Center, UnitedHealth Group, Essentia Health, Sonos, Inc, State of Minnesota, Kraft Heinz Company, Global Payments, Vivid Seats, Paula Leduc, Inc, Affirm, The Vitamin Shoppe, Valor Global, Georgia Tech, US Federal Aviation Administration, Advocate Aurora Health, Cielo Talent, Virginia Germanna Community College, Helping Hearts CA., The Joint Commission, U.S. Department of State, 98point6, Ellsworth Corporation, Central Intelligence Agency, TJX Companies, US Forest Service, SAP, Gresham Smith, Harley-Davidson, GE Corporate, Alliance Data, ValorVIP, Intermountain Healthcare, ITS Logistics, Highmark Inc., David’s Bridal, Williams Companies, Bizongo, US National Science Foundation, State of Georgia, Lockton, Inc., BD, Dow Jones, Renaissance Life & Health, ActiveCampaign, Peloton, Chewy, Clarkston Consulting, Origin Materials, WestRock, LSEG (London Stock Exchange Group), Citi, Magellan Health, Hanon Systems, Kinship, Community Loan Servicing, Discover, Adecco, Andis Company, Gap Inc., Activision, Energi Core Limited, Envolve Pharmacy, Dawson, Raytheon Missiles & Defense, Rockwell Automation, Ascension, U.S. Army Cyber Command, Amex, Twelve Consulting Group, Professional Transportation, Inc., Ecolab, Pearson, Virginia Community College System, Honeywell, City & County of San Francisco, DigitalOcean, MedImpact Healthcare Systems, Verint Systems Inc., Mondel?z International, Veo, Hillrom, Georgia Highlands College, State of Indiana, Genesys, US Lyndon B. Johnson Space Center, KeyBank, Amazon Web Services, Inc., Paylocity, Google, Brightree, Bilfinger, HNTB Corporation, dura auto, Change Healthcare, Lawrence Livermore National Laboratory, State of Ohio Jobs, Aleut Federal, Zoll Medical Corporation, AdventHealth Orlando, sweetgreen, McKinsey & Company, Great Lakes Bay Health Centers, Liberty Mutual Insurance, Weber Shandwick, Altice USA, Daugherty Business Solutions, Teck Resources Limited, Success Academy Charter Schools, Harvard University, S&K Engineer and Research, Army and Air Force Exchange Service (AAFES), KPMG, Xerox, Paycor, BlockFi, Kivvit, ADP, Weis Markets, Macy’s, Rockefeller Philanthropy Advisors, ZOLL LifeVest, Gogo Business aviation, Kustomer, LOCKHEED MARTIN CORPORATION, McDonald’s Corporate, Kinder Morgan, International Rescue Committee, Renaissance Dental, Clearwater Analytics, Ameren, Providence, US Government Accountability Office, eToro, Virginia Dept of Social Services – Local, Germanna Community College, Amplify Education, Inc., Inflection, Prudential, Selective Insurance Company of America, Visa, Flatiron Construction Corp, Homecare Homebase, AllianceBernstein, AMS, Caterpillar, Arc’teryx, Compass, SDSU Foundation, Boston University