Explore Tasks
Plan service capacity, schedules and routing against service levels
Service leadership receives backlog drivers, a staffing and schedule plan with shrinkage assumptions, intraday rules and routing with service-level and cost trade-offs.
4jobs do it
3jobs help with it
9skills it needs
- Operations Analyst
- Operations Team Lead
- Customer Service Team Lead
- Workforce Planning Manager
- Operations Coordinator
- Operations Manager
- Customer Service Manager
Does itHelps with it
- Forecasting operational demand at interval and site grain
- Converting demand into capacity requirements
- Reading business metrics
- Designing and comparing decision scenarios
- Evaluating service performance and quality trade-offs
- Diagnosing operational handoffs and flow
- Analysing queue behaviour, capacity and service constraints
- Making accountable decisions under uncertainty
- Balancing territories and quotas from account potential
Paths that teach the skills it needs
Skill Path
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Forecasting and Scenario Planning
Build and challenge planning forecasts and scenarios.
- Modules
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- Practice data
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Coming soonService Operations Analytics and Capacity Planning