Metrics to Measure WFM Analyst Performance

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Metrics to Measure WFM Analyst Performance
Looking for some ideas outside of forecast accuracy, schedule efficiency, abn,etc to measure the success of my wfm team and create a monthly scorecard

Helper

Call Centre Helper

Buy in from other people
I think that a metric is about how the role is perceived by the rest of the business.

So many WFM metrics are around the generation of numbers, but not so much about how they are perceived by the rest of the bsuiness.

So maybe add in some 360 degree feedback.

Other areas to look at include
- Schedule Adherence
- Absence
- Schedule satisfaction
- Number of schedule change requests

All of these can indicate that the communication and buy in for the schedules are not as good as they need to be.

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