Mauricio ValdesStrategic Workforce Planning
BT Financial Group
In this case study, Mauricio will look into defining strategies to design contact centre workforce plans. He will explore areas to optimise the use of resources in order to build capacity through key call centre metric analysis. As such Mauricio will examine how to develop and manage the delivery of workforce management strategies that will enhance quality and value in workforce management function associated with customer relations.
- Identifying opportunities within modern practices of workforce planning
- Defining the forward planning model and workforce planning operational rhythm
- How to overcome the workforce planning challenges associated with Customer Care Centre