Assistant Manager WFM
Assistant Manager WFM Interview Questions and Answers
Q1. How to calculate FTE requirement basis on call volume, AHT, Occupancy, Working Days and Working Hrs? Call Volume:50000 AHT: 1200 Occupancy: 85% Working Days: 5 Working Hrs Excluding 1 Hr Break: 8 Formula:: Call...
read moreCalculate FTE requirement based on call volume, AHT, occupancy, working days, and hours.
Use the formula: Calls*AHT/3600/Occupancy/(Working Days * working Hrs)
Substitute the given values into the formula
Resulting value is the FTE requirement
Q2. What Forecasting Method you use while forecasting? Ans: Moving Average Weightage average Method
I use Moving Average and Weighted Average methods for forecasting.
Moving Average method involves calculating the average of past data points to predict future values.
Weighted Average method assigns different weights to past data points based on their importance in predicting future values.
Both methods require historical data and are useful in predicting trends and patterns.
For example, if I am forecasting call volume for a call center, I would use Moving Average or Weighted A...read more
Q3. Real Time Analytical Observations and steps
Real-time analytical observations involve monitoring and analyzing data as it is happening to make informed decisions.
Monitor key performance indicators in real-time
Analyze trends and patterns to identify potential issues or opportunities
Take immediate action based on observations to optimize performance
Utilize advanced analytics tools for real-time data analysis
Collaborate with team members to share insights and make data-driven decisions
Q4. Create Schedules
Creating schedules involves assigning shifts to employees based on their availability and business needs.
Consider employee availability and preferences
Balance workload and coverage needs
Use scheduling software for efficiency
Communicate changes and updates effectively
Adjust schedules as needed based on feedback and performance
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