Assistant Manager WFM Interview Questions and Answers

Calculate 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

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

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

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