Shrinkage
Define Shrinkage.
Schedule inefficiency – when our agents are not working when we planned for them to work
When are Verint schedules optimized?
Daily at 2pm for the following day
What day does the 4th of July bid close for agents?
Today 5/29, EOD (Schedules updated in Verint by EOD Thursday 6/11)
What WFM Analyst supports RES?
Jeff Chandler (Mike Ford- Replacement/FBO)
Why do we measure shrinkage?
To better plan/forecast how many FTEs we are going to need
Identify trends
Forecast
Staffing needs
How many SD flexes do retail reps have in June?
2
What is the Retail RES baseline?
375
Where is CNX located (2)?
Nuvali (NUV), Kingston (KIN)
What are the different types of shrinkage?
Planned: Preplanned TAFW
Unplanned: Call outs, Unplanned meetings, Anything “same dayy", Anything 12 hours prior to the start of their shift and before is preplanned
How many consecutive NCNS is considered a voluntary resignation?
3 consecutive NCNS is considered a voluntary resignation (i.e. entire shifts).
Directors Leave of Absence
Name the 4 RMs on Sabrina's team that support our partners?
Abigail, Brittany, Dennis, Eric
How many FTEs is 5% shrinkage?
19 FTEs (375 x .05= 19)
How many days does a Supervisor have to add Tech Time to Verint for an agent?
Must be requested no later than 8 days following the technical event.
What 4 types of bids does WFM offer?
Optional, Required, Right Size, Holiday
Who are our partner locations (company & location)?
CNX NUV, CNX KIN, Afni MNL, Foundever CPT
What is a MR range for B/P?
MR = 8.01% - 10% (38.6-48 mins)
(2 – 15 Min Breaks = 30/480 = Perfect % = 6.25%)
What is our Operational Margin (VTO)? (How many FTEs)
20
When does Truck training start?
7/20
What is the WFM mission statement?
To ensure the right number of people are staffed to handle the workload while balancing the needs of the employees with those of the business.