Photo Shows Ms Julie-Ann Hazlett of the Call Center School presenting ideas on proper workforce management. She discussed things like workload projections, erlangc calculations, and taking “shrinkage” into account when planning staffing levels to achieve SLA (Service Level Agreements)
Call Center Association of Singapore will be conducting a Workforce Management Workshop at RELC International Hotel, SEAMAO Regional Language Centre, 30 Orange Grove Road Level 5, Room 504
The seminar is to be conducted by Ms Julie-Ann Hazlett, Education Manger of Call Design from 2pm to 5pm.
Workforce Management User Group – An Overview of Staffing and Scheduling
Introduction to Call Design Define workforce management. List the implications of overstaffing/understaffing. Describe why call-centre staffing is a unique kind of problem. Outline the perspectives and goals of each stakeholder group and how workforce management impacts each. List the basic steps of workforce management. Describe the role of the supervisor in the workforce management process. Open forum discussing workforce management issues
Please reserve your seats via our website at
www.ccas.org.sg. Cost for member: S$100.00 / Non Member: S$250.00