The 'PCC New Hire Training' assesses understanding of workforce management, focusing on staffing levels, service metrics, and operational performance. It equips new hires with the skills to optimize staff allocation and service quality, aligning with business and customer satisfaction goals.
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Plan and manage staff allocation that meets client, customer, and employee needs – and make those plans flexible enough to respond to real time variation.
Provides guidance for effective resource planning and utilization
Support our Business goals by having the Right People with the Right Skills in the Right Place at the Right Time to achieve our customer and shareholder targets and preserve employee satisfaction
Encompasses all the activities needed to maintain a productive workforce
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Idle agents
High turnover
High Customer Satisfaction
Burn out
Happy agents
Reduced Customer Satisfaction
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