Scenario to test a Workforce Planner
Hi all - We are about to embark on recruitment for a workforce planner. We've had very limited experience of WFM, and currently are just using excel speadsheets for rotas, with no actual 'forecasting. Our call-centre has around 100 agents, delivering around 30 services mainly by voice, but also some webchat. Having not had much experience in this, I'd like to get some opinion on some interview questions, and particularly a scenario, on which to rate the candidates' skills/expertise.