I'm doing a report on how we structure our Work Force Management teams (Forecasting, scheduling and RTA work).
I'm focusing on two options:
1) One centralised team which controls four different seperate departments.
2) Four mini-WFM teams - one in each of our departments. With an individual responsible for coordinating WFM across the buisness, liasing with supplier, managing system changes, attending conferences, etc. The key benefit of this being that our WFM team members are 'close' to the contact centers, can build a relationship with them and really get to grips with factors affecting call volumes and AHT (communication can be a bit of a problem at the moment!).
Any thoughts or suggestions?
Thanks in advance,