Hi,
I am currently devising a 'staff planning cycle' for our contact centre that identifies key tasks that we (Resource Planning/Senior Management/HR/Finance) must undertake periodically to ensure that, in essence there are no gaps in staffing or forecasting.
I have started off with annual / quarterly tasks and I anticipate to go right down to the micro level of what needs to be done by relevant teams on a weekly/daily basis (this will namely be forecasting and devising staff schedules).
I was therefore wondering if anyone has developed a similar document or if anyone could signpost me to relevant literature that would ensure nothing is missed in the 'planning cycle' I am putting together?
Many thanks in anticipation!
