Workforce refers to the total number of people who are employed in a specific company, or are working on a specific task \u2014 i.e. human resources. <\/p>\n\n\n\n
And, as the very definition suggests, the concept of workforce management is closely related to the optimization of workers\u2019 productivity. <\/p>\n\n\n\n
This set of processes (WFM) involves all activities meant to build and maintain a productive workforce, and further improve their efficiency and productivity levels<\/a>. <\/p>\n\n\n\n There are many aspects to managing employees \u2014 and a typical WFM strategy includes the following:<\/p>\n\n\n\n Workforce management is a method that\u2019s applicable to a wide range of businesses, companies, and organizations.<\/p>\n\n\n\n That being said, examples from real-life indicate that the system is still commonly tied to work in a contact\/call center. <\/p>\n\n\n\n We’ll examine that purpose, as well as provide examples \u2014 just a bit later in the article.<\/p>\n\n\n\n First, let\u2019s explain the system and the set of processes involved in workforce management, in greater detail.<\/p>\n\n\n\n The definition of a workforce management system<\/a> is \u2014 an employee management method that helps businesses get a thorough insight into their operation and relevant business metrics<\/em>. <\/p>\n\n\n\n What this means is that, in order to implement workforce management within a business, a systematic approach needs to be applied. That\u2019s the main point of a WFM system \u2014 to streamline the processes and steps, for the highest quality implementation of workforce management. <\/p>\n\n\n\n A successful implementation of the system ensures that companies stay on track with the required processes we\u2019ve listed above \u2014 from real-time data collection to carrying out the analytics. <\/p>\n\n\n\n Moreover, it can help leaders get a better understanding of the individual team member\u2019s capabilities. And, by doing so, improve one of the key aspects of a thriving and profitable business \u2014 appointing the right people for each task.<\/p>\n\n\n\n To make a workforce management system as efficient as possible, you can follow a couple of carefully laid-out steps that bind some of the more crucial workforce management processes.<\/p>\n\n\n\n Before we go into detail about the specific steps, we ought to explain what is considered to be a process in this context.<\/p>\n\n\n\n A process, within the workforce management system, refers to an activity or a procedure that serves one of the 2 purposes \u2014 monitoring the employees\u2019 activity<\/strong> and, in accordance with the data, improving the performance of the whole company<\/strong>.<\/p>\n\n\n\n Human resources are (arguably) the most valuable asset of a company. Therefore, a strategic business plan must ensure that the selection of your employees for each task is appropriate, as well as compatible with the selected employee\u2019s schedule and competency level.<\/p>\n\n\n\n Now, let\u2019s explain which processes within the WFM system exist, and further elaborate on each process. <\/p>\n\n\n\n To get optimal results, you should follow a specific order of workforce management processes. It\u2019s because some of the processes create dependencies, meaning \u2014 their completion is required for the following process to start.<\/p>\n\n\n\n Below are the 5 vital processes that you should always include. <\/p>\n\n\n\n What you can do, however, depending on the type of your business operation, is \u2014 add other processes that you consider being relevant.<\/p>\n\n\n\n Gathering the data is an obvious starting point in any kind of measurement. This is crystal clear \u2014 you can\u2019t analyze your company\u2019s performance, nor compare your workers\u2019 productivity levels before obtaining the relevant data.<\/p>\n\n\n\n So, for example, you can track the time spent working to make sure you\u2019re able to:<\/p>\n\n\n\n Once you have the relevant information about your projects and employees, you are able to make estimates. Estimates are crucial for long-term planning and accomplishing your company\u2019s goals \u2014 on a monthly or yearly basis. <\/p>\n\n\n\n There\u2019s another relevant aspect of making predictions about the future workload, which is \u2014 the potential need for expanding your current workforce. This will prove crucial for the following step.<\/p>\n\n\n\n So, for example, you can:<\/p>\n\n\n\n Staff requirements refer to two relevant aspects of their performance:<\/p>\n\n\n\n For example, your time tracking results may show that your current staff is spending too much time on their tasks, and perhaps even missing deadlines as a result. This is a clear indication that you may need to hire more people to help up with your workload in the future, in accordance with the prediction from the previous step.<\/p>\n\n\n\n Properly scheduling your employees\u2019 shifts can make or break a business, especially if your company works for 2 or more lengths of an 8-hour shift. <\/p>\n\n\n\n Depending on their energy levels and lifestyle in general, all people can be broadly categorized into \u2014 morning larks<\/a> and night owls<\/a>. That means there is no fixed period when everyone will feel most productive, and the fact should be reflected in the schedule. <\/strong><\/p>\n\n\n\n Here are a couple of examples of how your time tracking results can help you effectively plan a schedule and assign tasks:<\/p>\n\n\n\n As we\u2019ve mentioned earlier, it\u2019s a broad categorization, and, it turns out, some people can fit in between \u2014 it\u2019s a group called the intermediate type<\/em>. The distribution of our energy levels throughout the day dictates our productivity levels as well.<\/p>\n\n\n\n Therefore, it\u2019s important to pay attention to this factor when you\u2019re creating a schedule for your employees.<\/p>\n\n\n\n Higher-level employees are usually dedicated to the big picture stuff, and they can find it difficult to keep track of day-to-day activities, especially in regard to each employee. To be better informed about their workers, higher-level employees should use a workforce management system to assess employees\u2019 performance. <\/p>\n\n\n\n For this step of assessment, it\u2019s best to use the hours your team spends working (from the report) to answer the following questions:<\/p>\n\n\n\n Implementation of workforce management offers an abundance of advantages for a company and its individual employees. In gist, each of the advantages will help you deal with the important details your business needs, as workforce management: <\/p>\n\n\n\n Now that you are familiar with the advantages companies gain by successfully implementing the WFM system, we can discuss the importance of workforce management, in general terms. <\/p>\n\n\n\n While many businesses still think of workforce management and planning as a simple staff requirement tool, the system is much more, as indicated by the advantages above. The set of performance-based tools and software can significantly boost said advantages, as automation by default reduces the margin of human error.<\/p>\n\n\n\n A strategic approach to maximizing your teams\u2019 and team members\u2019 productivity levels will result in a higher ROI, happier employees, and more satisfied clients<\/strong>.<\/p>\n\n\n\n To sum up, the importance revolves around the ultimate result of workforce management implementation \u2014 you\u2019ll help your company grow in terms of productivity, therefore in profit<\/strong>. <\/p>\n\n\n\n On top of all that, one of the consequences is that you\u2019ll also increase your professional reputation<\/strong>.<\/p>\n\n\n\n People in charge of workforce management in the workplace carry a wide array of responsibilities. <\/p>\n\n\n\n There are 7 broad categories that a Workforce Manager is usually in charge of, as listed below.<\/p>\n\n\n\n Sometimes, the owner of the company carries out most of these duties.<\/p>\n\n\n\n Other times, however, an official Workforce Manager takes on these responsibilities \u2014 on average, they earn a $75,900 salary per year.<\/p>\n\n\n\n A Workforce Management Analyst carries out a more specific role in the process of workforce management. They\u2019re usually in charge of:<\/p>\n\n\n\n Some Workforce Management Analysts work for one specific organization or company.<\/p>\n\n\n\n However, most of them work on a contractual basis \u2014 their specific duties vary from contract to contract.<\/p>\n\n\n\n In any case, Workforce Management Analysts make a salary of $46,287 per year. The estimate is based on the average hourly rate of $16.24 you\u2019ll need to pay for their services per hour.<\/p>\n\n\n\n If you\u2019re looking for an efficient way to handle your workforce management, you can try out a workforce management software. Automation is always the right choice when it comes to boosting productivity, eliminating redundancies of repetitive tasks, and lowering the margin of human error.<\/p>\n\n\n\n There are various types of workforce management software, in line with the fact that workforce management includes a large number of different activities. So let\u2019s check out some of the relevant categories of software in order to provide an answer to the following question \u2014 do you need workforce management software?<\/p>\n\n\n\n You can benefit from using time tracking software, scheduling software, a communications platform, a human capital management system, or an HR solution for talent acquisition and employee engagement.<\/p>\n\n\n\n Regardless of the category in question, usage of software will increase your organizational performance by automating various repetitive and non-repetitive tasks. In addition, workforce management software will simplify the daily operations, all while providing you valuable analytics and insights about your current workforce. <\/p>\n\n\n\n Here\u2019s an example of how you can use a workforce management software, such as Clockify by CAKE.com<\/a>, to manage your workforce.<\/p>\n\n\n This tool is meant to help you carry out workforce management processes in a quick and easy way \u2014 all based on the time everyone tracks on their tasks and projects.<\/p>\n\n\n\n\n Time tracking software used by millions. Clockify by CAKE.com is a time tracker and timesheet app that lets you track work hours across projects.<\/p>\n\n You assign tasks and create related projects where your team can track their progress with said tasks.<\/p>\n\n\n\n Then, the employees track the time they spend on their assigned tasks and automatically store this data into one system<\/a>.<\/p>\n\n\n\n You can then analyze this data to forecast future workload<\/a>, calculate staff requirements, make decisions about staff schedules, as well as assess everyone\u2019s daily performance.<\/p>\n\n\n\n In addition to tracking work, you can also track time off<\/a>, sick leave, and vacations \u2014 since Clockify<\/a> comes with a variety of features suitable for multiple use-cases.<\/p>\n\n\n Clockify by CAKE.com also works great if you want to improve your workflows and scheduling by tracking attendance<\/a>.<\/p>\n\n\n\n \ud83d\udca1 Clockify pro tip: <\/strong><\/p>\n\n\n\n We previously mentioned that call centers are traditionally the types of organizations that rely on workforce management.<\/p>\n\n\n\n Here\u2019s how it looks like when a call center<\/a> successfully implements the practice of workforce management \u2014 and what efficient workforce management looks like in general.<\/p>\n\n\n\n The purpose of workforce management within a call center is to:<\/p>\n\n\n\n Once the 4 steps have been completed, there are still some criteria that need to be met \u2014 in order to say a call center is managed successfully:<\/p>\n\n\n\n \u2611\ufe0f More calls made in less time<\/p>\n\n\n\n \u2611\ufe0f There is a decrease in the number of working hours, without negatively affecting revenue<\/p>\n\n\n\n \u2611\ufe0f There is a decrease in the number of working hours, without causing conflicts<\/p>\n\n\n\n \u2611\ufe0f There is a decrease in the number of working hours, without causing client discontent<\/p>\n\n\n\n In order to achieve this, call centers need to:<\/p>\n\n\n\n What follows is a quick step-by-step guide to creating a successful workflow, so let\u2019s dive in.<\/p>\n\n\n\n The main purpose of creating a successful workflow is \u2014 to speed up the processes, originally created in call centers. So, we\u2019ll stick with that operation in our examples below, to help you visualize what we\u2019re talking about. There are 6 vital steps you\u2019ll have to take if you want to optimize your workflow.<\/p>\n\n\n\n Bear in mind, a combination of these steps has to be done systematically, by each of the employees, in a way that brings no negative impact on the quality of service.<\/p>\n\n\n\n Do you want to encourage repeat behavior? Or are you more focused on hitting certain targets? Act accordingly.<\/p>\n\n\n\n Find the calls that \u201cwork\u201d, i.e. help you achieve your goals.<\/p>\n\n\n\n Have everyone listen to the successful calls.<\/p>\n\n\n\n What are the elements that helped close the deal? Write down the answers so that you\u2019ll know what makes successful calls so effective.<\/p>\n\n\n\n Aim to replicate the elements of the said successful calls in future calls.<\/p>\n\n\n\n Reuse successful elements for every call appropriate.<\/p>\n\n\n\n The main purpose of forecasting in a call center is to reach targeted service levels. Apart from that, forecasting is also used to keep staffing costs under control and within budget limits. Here are the steps to follow.<\/p>\n\n\n\n Figure out what are the handle times for each type of call, what is the number of successful calls, what is the number of short calls, etc.<\/p>\n\n\n\n Make sure your number of agents fits the number of clients that will need to be covered.<\/p>\n\n\n\n In order to be able to make precise estimates, make sure you\u2019re measuring the forecast accuracy at hourly, rather than daily intervals.<\/p>\n\n\n\n If we\u2019ve learned anything from the unprecedented events of the global pandemic, it\u2019s that we all have to be prepared to swiftly adapt as the surrounding circumstances change. We know, it\u2019s quite an extreme parallel to make, but the point is \u2014 anything could<\/em> happen, so you better be up for it.<\/p>\n\n\n\n So, for example, calls may be more frequent during popular conventions or sporting events.<\/p>\n\n\n\n This step is again all about your ability to predict as much as you can, as well as to adapt if your prediction turns out to be incorrect.<\/p>\n\n\n\n For example, you may find an increase in volume during certain days or months or a decrease during the holidays.<\/p>\n\n\n\n An efficient schedule helps you carry out a maximum of calls with minimum effort from your staff members. Now that you\u2019ve established a successful workflow and are able to forecast the future workload, an adequate schedule is of essence. <\/p>\n\n\n\n The following steps are crucial to create a schedule that will maintain, and, if possible, further boost the success of your operation.<\/p>\n\n\n\n It seems that with the help of a quality workforce management system, you can have your cake and eat it too. What you need to do to achieve the said goal is follow these 8 steps. We\u2019ll stick with our example of a call center, to help you visualize the whole method better, including all the steps and all the processes.<\/p>\n\n\n\n Ensure your top agents are available during peak hours.<\/p>\n\n\n\n Provide extra incentives to top agents to always work during peak hours.<\/p>\n\n\n\n Adjust the time or breaks, lunches, meetings, and actual calls in accordance with each other.<\/p>\n\n\n\n Provide agents with other secondary work when they\u2019re not working on calls.<\/p>\n\n\n\n Provide agents with the option to choose to work a condensed work week if they need to.<\/p>\n\n\n\n Keep back-up agents for an unexpected situation when the scheduled agent cannot work the expected shift.<\/p>\n\n\n\n If necessary based on demand levels, hire more agents. But, bear in mind that overworking can have a seriously damaging effect on both the physical and mental health of your employees, so try to recognize whether they\u2019re being overworked<\/a> to prevent more damaging consequences.<\/p>\n\n\n\n Monitor the calendar and aim to address issues as soon as possible.<\/p>\n\n\n\n The next set of steps is tied to your schedule. Once the right people are in the shift they feel most productive, there\u2019s still one more choice to make. <\/p>\n\n\n\n It\u2019s because different employees\u2019 strategies vary \u2014 from basic things such as their tone, level of formality, etc. Matching the right agent with the right client will greatly improve customer satisfaction, and you can use the following steps to maximize the satisfaction rates.<\/p>\n\n\n\n \u2014 i.e. depending on whether the agents working in sales, marketing, or support can best answer.<\/p>\n\n\n\n \u2014 i.e. depending on the agent\u2019s area of expertise and the tasks they\u2019ve proven the most skilled during training sessions.<\/p>\n\n\n Here\u2019s an example of how the Clockify report looks like. You can instantly compare the team members\u2019 performance in a selected period of time, or while working on a specific project. That way, it\u2019s much easier to determine who will be your choice for the next task.<\/p>\n\n\n\n Moreover, managers who monitor the skills and competencies of their employees are more likely to appoint the most skilled ones to the most important tasks.<\/p>\n\n\n\n \u2014 i.e. depending on the agent\u2019s proficiency with a type of software or knowledge about a particular product feature.<\/p>\n\n\n\n \u2014 i.e. depending on the agent\u2019s proficiency in the language spoken by the client.<\/p>\n\n\n\n \u2014 i.e. depending on the agent\u2019s understanding of the needs of a particular age group.<\/p>\n\n\n\n \u2014 i.e. depending on the agent\u2019s understanding of the needs of a particular nation.<\/p>\n\n\n\n Workforce management is a set of processes focused on helping you maximize the performance of your employees in order to reach your company\u2019s predefined goals.<\/p>\n\n\n\n It\u2019s a wide-reaching system that cautions you to keep an eye on all important details in your business.<\/p>\n\n\n\n As such, it should be a staple in any company or organization looking to streamline work processes, increase productivity, stay compliant, as well as have satisfied customers and clients.<\/p>\n\n\n\n \u2709\ufe0f Does your company leverage the power of workforce management? Are there any important benefits that we haven\u2019t included in the article? Let us know by writing to blogfeedback@clockify.me<\/a> and we will consider adding your suggestions in our next update of this topic. <\/p>\n\n\n\n\n
What is a workforce management system?<\/h2>\n\n\n\n
What are workforce management processes? <\/h3>\n\n\n\n
Process #1\u2014 Gather the data<\/h4>\n\n\n\n
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Process #2 \u2014 Forecast the workload<\/h4>\n\n\n\n
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Process #3 \u2014 Calculate the staff requirements<\/h4>\n\n\n\n
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Process #4 \u2014 Build staff schedules <\/h4>\n\n\n\n
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Process #5 \u2014 Assess everyone\u2019s daily performance<\/h4>\n\n\n\n
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What are the advantages of efficient workforce management?<\/h2>\n\n\n\n
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What is the importance of workforce management?<\/h2>\n\n\n\n
Responsibilities of a Workforce Manager<\/h2>\n\n\n\n
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Responsibilities of a Workforce Management Analyst<\/h2>\n\n\n\n
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What is workforce management software?<\/h2>\n\n\n\n
Why should you use workforce management software?<\/h3>\n\n\n\n
![\"Summary](\"https:\/\/clockify.me\/blog\/wp-content\/uploads\/2022\/01\/Summary-report-678x630.png\")
<\/figure>\n<\/div>\n\n\n![\"Illustration\"](\"https:\/\/clockify.me\/blog\/wp-content\/themes\/cake-blog\/theme\/images\/banners\/clockify\/landing-2@2x.png)
\n <\/picture>\n <\/div>\n<\/div>\n \n\n\n\n![\"Clockify](\"https:\/\/clockify.me\/blog\/wp-content\/uploads\/2024\/06\/Clockify-pricing.jpg\")
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An example of successful workforce management<\/h2>\n\n\n\n
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Steps to creating a successful workflow<\/h3>\n\n\n\n
Step #1 \u2014 Figure out what you\u2019re looking to achieve<\/h4>\n\n\n\n
Step #2 \u2014 Record and monitor your calls<\/h4>\n\n\n\n
Step #3 \u2014 Hold group sessions <\/h4>\n\n\n\n
Step #4 \u2014 Pick apart why the said calls work so well<\/h4>\n\n\n\n
Step #5 \u2014 Take notes and replicate the success<\/h4>\n\n\n\n
Step #6 \u2014 Rinse and repeat<\/h4>\n\n\n\n
Steps to successful forecasting<\/h3>\n\n\n\n
Step #1 \u2014 Analyze the current data<\/h4>\n\n\n\n
Step #2 \u2014 Find a balance between supply and demand<\/h4>\n\n\n\n
Step #3 \u2014 Strive for forecast accuracy<\/h4>\n\n\n\n
Step #4 \u2014 Factor in all the unexpected factors<\/h4>\n\n\n\n
Step #5 \u2014 Factor in all the possible changes<\/h4>\n\n\n\n
Steps to successful scheduling<\/h3>\n\n\n\n
Step #1 \u2014 Be smart about scheduling<\/h4>\n\n\n\n
Step #2 \u2014 Make schedules worth the effort for agents<\/h4>\n\n\n\n
Step #3 \u2014 Factor in non-work activities<\/h4>\n\n\n\n
Step #4 \u2014 Take advantage of the extra time <\/h4>\n\n\n\n
Step #5 \u2014 Be flexible<\/h4>\n\n\n\n
Step #6 \u2014 Be prepared<\/h4>\n\n\n\n
Step #7 \u2014 Have the staff match the workload<\/h4>\n\n\n\n
Step #8 \u2014 Be methodical and fast when addressing problems<\/h4>\n\n\n\n
Steps to successful assigning<\/h3>\n\n\n\n
Step #1 \u2014 Assign calls according to the department<\/h4>\n\n\n\n
Step #2 \u2014 Assign calls according to the skill sets<\/h4>\n\n\n\n
![\"Clockify](\"https:\/\/clockify.me\/blog\/wp-content\/uploads\/2022\/01\/Clockify-team-members.png\")
<\/figure>\n<\/div>\n\n\nStep #3 \u2014 Assign calls according to knowledge<\/h4>\n\n\n\n
Step #4 \u2014 Assign calls according to language<\/h4>\n\n\n\n
Step #5 \u2014 Assign calls according to demographics<\/h4>\n\n\n\n
Step #6 \u2014 Assign calls according to a geographic location<\/h4>\n\n\n\n
In conclusion\u2026<\/h2>\n\n\n\n