Planning & Monitoring:
Plan for earling schedules by which they forecast numbers of inbound calls range received on weekly and monthly basis with certain Approaches directed from regional call center manager.
Monitor Earling Schedules successful implementation while it must be sent by 21th from each month to call center operation managers and regional call center manager to be discussed and then utilized across agents dedicated. Also this plan can be measured across historical inbound calls per intervals (half an hour) across different aspects as: number of total received inbound calls, missed calls, answered calls for previous 6 months while inbound calls actual execution that met range of 2000 calls above and below as actual ceiling compared to monthly planned achievements.
Core operational process:
Decide numbers of calls expected then trigger all numbers per days per intervals, then send these plan for team leader and supervisor to be cascaded per agents according to their utilization, Maximum capacity and AHT then apply calls trend historical that may affect next Month plan.
Measure teams’ utilization by conducting expected number of calls across reservation and dental teams with different queues and projects.
Divide and decide teams’ dedication for reservation or dental queues according to each agent experience and AHT Calculations as dental visits has higher CPV so experienced agents are well utilized then reported to call center operation manager.
Consider shrinkage of teams per intervals according to absenteeism or sick leave in order to prevent overloaded manpower and affection of inbound Queues and sub queues also, Plan for agents’ backup plans while assuring that they have same knowledge and experience to cover any shrinkage or sick leaves happened.
Monitor success of plans on daily basis by Following:
Call center live dashboard and measure flow of calls continuously. Close Monitoring for every agent’s movement include, break time and pray time which may affect number of calls daily. Percentage of agents’ shrinkage per day and ways of solving these percentages from call center operation managers daily. Create and monitor on CMS reports about agents’ activities on their phones extension while recording and reporting everything happened in those reports such as released calls, number of answered calls per agent. Number of agents on each queue and sub queues. Agents’ weekly, monthly rotation across different queues and projects.
Send monthly conclusion and feedback to Call Center operation manager about some points to be discussed such as: agent occupancy, avail time percentages, missed calls % then received insights about focusing points for next month’s plans at the end of monthly earling plan.
Direct all performance reports of occupancy including avail percentages, average speed answer, AHT percentages, coaching Practices taken, Etc.
Customer Satisfaction
Assure decrease all percentages of working hours delivered from workforce Management to prevent patients’ long waiting time on IVR to meet Patients’ satisfaction
Innovation Process
Create automated and optimized schedules so staff are utilized in the best and most cost-efficient way.Create automated and optimized schedules so staff are utilized in the best and most cost-efficient way.

Call Center workforce planning Specialist consider as the main source of monitoring all activities and organizing the full cycle of inbound call center internally floor across all queues and sub-queues while enhance call center achievements whether revenues, agents’ productivity and performance throughout Forecast earling schedules for agents that maintain their occupancy and effectiveness while reduce shrinkage rate for them caused by absenteeism, Annual leaves and sick leaves. Raising performance report to call center operation managers that ease making decisions of agents’ rotation, inbound calls targets per agent that enhance teams’ utilization.

Role Overview: