Call & Contact Centres
Workforce Management & Planning skills assessment
Workforce planners ensure the right people are available at the right time. This scorecard covers forecasting, scheduling, real-time adherence and reporting.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Workforce Management & Planning skills you can score
These are the default Workforce Management & Planning skills in SkillScorer. Each one is scored from 1 to 10 for every agent, and you can edit, remove or add skills at any time.
Volume Forecasting
Forecasts contacts by interval and channel.
Staffing Requirement Modelling
Calculates agents required to meet service levels.
Schedule Creation
Builds schedules balancing demand and preferences.
Real-Time Adherence Monitoring
Monitors agent schedule adherence throughout the day and acts when queues or coverage drift.
Intraday Adjustments
Adjusts breaks, meetings, overtime and skills routing during the day to protect service level.
Shrinkage and Leave Management
Plans for shrinkage, leave and absence so enough agents are available when needed.
Reporting and Dashboards
Builds accurate reports and dashboards that show service level, occupancy and forecast accuracy.
Stakeholder Communication
Explains staffing constraints and trade-offs clearly to operations and leaders.
Tool Proficiency
Uses forecasting, scheduling and reporting tools skilfully and keeps their data clean.
Analytical Thinking
Finds patterns in volume and handle time data to improve forecasts and schedules.
Service Level Management
Balances staffing, cost and customer wait times to meet service level targets.
Problem Solving
Responds calmly to unexpected spikes, outages and absence with practical solutions.
Levels included with Workforce Management & Planning
Workforce Management & Planning starts with 6 levels, which SkillScorer calls “Tier” for call & contact centres, so agents can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Agent
- Senior Agent
- Team Leader
- Quality Analyst
- Manager
How Workforce Management & Planning works in SkillScorer
Score
Each agent in a team is scored on the Workforce Management & Planning skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank agents, compare two side by side, or compare your teams against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Workforce Management & Planning skills need attention. Reports also follow each team leader's team.
Workforce Management & Planning scorecard: common questions
What skills does the Workforce Management & Planning scorecard include?
SkillScorer's Workforce Management & Planning scorecard covers 12 skills: Volume Forecasting, Staffing Requirement Modelling, Schedule Creation, Real-Time Adherence Monitoring, Intraday Adjustments, Shrinkage and Leave Management, Reporting and Dashboards, Stakeholder Communication, Tool Proficiency, Analytical Thinking, Service Level Management and Problem Solving. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are agents scored in Workforce Management & Planning?
Every agent is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one team and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Workforce Management & Planning?
Workforce Management & Planning starts with these levels (called “Tier” in the app): Trainee, Agent, Senior Agent, Team Leader, Quality Analyst and Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Workforce Management & Planning skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In call & contact centres the app talks about agents, teams and team leaders, and you can change any of those words too.
Score Workforce Management & Planning with SkillScorer
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