Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process.  The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

So, why should WFM be included in the strategic planning process?

  • Strategic Intersection Point: Workforce Planning professionals sit at the crossroads of the organisation, offering a unique perspective that spans across various functions. Their frontline experience in operations provides them with insights into how different departments can work together more efficiently. This position enables them to identify opportunities for driving efficiencies, reducing costs and optimising resources, making them invaluable in strategic planning discussions.
  • Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents. They play a critical role in creating a work environment that fosters happy, engaged, fulfilled and aligned (HEFA) employees. By involving WFM in strategic planning, senior management can use their expertise to design flexible schedules and implement tools that boost agent satisfaction. This, in turn, leads to improved customer experiences, reduced turnover, and increased productivity, offering a strategic advantage to the organisation.
  • Pioneers of Data-Driven Decision Making: WFM teams have been utilising data and analytics for optimising contact centre operations long before the term ‘data-driven’ gained popularity. Their expertise in data-driven decision-making is invaluable for strategic planning. By incorporating WFM insights, organisations can make more informed decisions about future forecasts, resource allocation, and performance measurement. WFM professionals are adept at aligning operational realities with strategic goals, ensuring that decisions are based on real-life operational scenarios.
  • Optimising Resources for Cost Efficiency: WFM teams contribute significantly to strategic planning through their ability to optimise resources and drive cost savings. They use historical data and analytics to align staffing levels with demand, avoiding overstaffing or understaffing situations. This proactive approach not only enhances operational efficiency but also leads to judicious resource allocation and significant cost savings. Involving WFM in strategic discussions allows senior management to leverage their expertise for financial success and operational excellence.
  • Balancing Diverse Needs: The nature of WFM requires workforce planning professionals to consider various perspectives, including those of the business, customers, and agents. They are adept at balancing these needs, ensuring that the organisation operates harmoniously and effectively. Their role in strategic planning is essential as they bring a comprehensive view that includes all aspects of the organisation.

How can Workforce Management leadership empower their teams to enhance overall business success?

Integrating WFM into strategic planning benefits both the organisation and the WFM team. Recognising the unique insights and contributions of WFM professionals creates opportunities for operational efficiencies, improves agent satisfaction and promotes overall business success. Their involvement, expertise and collaborative approach are crucial in unlocking the full potential of WFM as a strategic enabler.

  • Fostering Trust and Collaboration: A mindset of support and collaboration is crucial in strategic planning. The WFM team should actively listen to and understand the needs and challenges of other departments. As WFM leaders, broaden your views to match the big-picture goals of the organisation. Through a commitment to support, earn the trust and respect needed to lead strategic conversations.
  • Build Recognition and Influence Decisions: In our role as WFM leaders, we bring extensive knowledge and experience to streamline operations, improve customer experiences and boost employee engagement. While talking to other areas, build strong connections and keep them informed about WFM initiatives. By effectively showcasing expertise and offering strategic insights, you can enhance the perception of WFM and secure a spot at the strategic planning table.
  • Embrace the Strategic Direction: As WFM leaders, it’s essential to recognise the value of WFM. Elevate your impact beyond tactics and start thinking strategically. Broaden your focus and align efforts with the overarching strategic goals of the organisation. Whether it involves positively impacting your team, achieving financial success, advancing your career or making a difference, embracing your team’s role as strategic enablers helps build a work environment where employees are engaged and aligned with the company’s goals.

Treating WFM as an enabler for strategy sets the stage for a future where companies do well, employees are happy and committed, and customers have great experiences. Don’t forget, WFM goes beyond the daily tasks; it serves as a valuable ally, enabling companies to reach their goals and enhances the overall work experience for employees. So, team up and work collaboratively, elevating the significance of WFM and bringing positive transformation to your organisation.

To elevate your WFM team with the right tools and resources to begin strategic conversations talk to Call Design.  Reach out today.