ABSTRACT
This chapter discusses aspects of resource management which includes financial and business planning, workforce management (WFM), and recruitment and training. Workforce management comprises three processes – forecasting, scheduling and real-time monitoring – which transform the manpower plan into reality. However, it is critical to ensure that input data captures sufficient data to create meaningful and accurate forecasts. Using the contact forecast, the WFM tool produces individual schedules for each advisor, usually two to four weeks in advance. The schedules need to take into account individual contract agreements and governing rules, if applicable. There are three elements of non-call activity that need to be scheduled: Investment time, Regular training and Non-call activity. Real-time monitoring must be done in collaboration with resource and line management teams. The chapter explains quality of service is the key performance indicators. It describes the Recruitment Model of Success. A successfully executed recruitment strategy requires a recruitment model.
