Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. Show Importance of workforce managementWFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week or month. It also helps track employees' daily performance. For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of transactions -- calls, messages or emails -- and scheduling the correct number of agents with the proper skills at the right time to handle the expected volume of transactions. Workforce management processesA comprehensive workforce management system encompasses a range of activities within the broader framework of human resource management (HRM), such as:
Benefits of workforce managementThe potential benefits of using a WFM system include improved employee productivity, better labor planning, lower operational cost, efficient time and attendance tracking and better customer service. Owing to these benefits, organizations in sectors that involve highly time-sensitive tasks and that pay employees on an hourly basis are increasingly using workforce management software to augment their overall business productivity. Such sectors include retail, insurance, banking, healthcare, distribution and transportation. Additional WFM benefitsOther WFM benefits include:
Workforce management softwareTypically, companies use WFM software -- a mobile or desktop program that helps with staff scheduling -- either as part of an integrated HR management suite or as a stand-alone program. Workforce management software is often integrated with third-party HR applications and with core HR systems that serve as central repositories for workforce data. WFM software also offers self-service options that enable employees to request days off or to check paid time off balances without having to ask the HR department, resulting in reduced paperwork and enabling HR employees to focus on strategic activities. It is important to note that WFM is not a new concept. Workforce management processes have been automated by organizations for decades to deliver improved outcomes -- time and attendance tracking being one of the first processes to be automated. However, the concept has evolved significantly over the years, and it is now used in tech-savvy organizations and HR departments to monitor and improve labor effectiveness and efficiency. Recently, due to the proliferation of cloud computing and the rapid expansion of workforce analytics, there has been significant growth in the adoption of workforce management software and in the workforce management market. According to a study published by Market Research Future, the global workforce management market is estimated to reach $9 billion by the end of 2022, with IBM, Kronos, Oracle, ADP, SAP, Workday, WorkForce Software, Infor and ClickSoftware being prominent competitors in the market.
Effective staff management simply means consistently having the right employees – and enough of them – in the right positions. Employees who are well-managed and well trained are better prepared to do their jobs and serve your customers, which can lead to better profits, happier clients and an increase in repeat business.
Efficient staffing management begins by hiring the right people for open positions. When you conduct in-person interviews and ask potential employees pertinent questions as they relate to your industry, you get a better feel for who will best represent your company. Hiring efficient, knowledgeable employees will help your business attain a reputation for quality products and service. Hiring undependable or unknowledgeable employees can turn off customers and make you lose business.
Hiring enough people to efficiently run your business will make customers feel like you respect their time and are committed to giving them efficient, timely service. Even the best employees won’t perform to their full potential if they are overworked or are trying to do the job of several people, which can lead to irritability and impatience with both employees and customers. Evaluating your staffing needs and making sure you have enough trained professionals in place to cover regular shifts will help you deliver smooth, customer-friendly service.
When you train employees on all aspects of their job and give them insight into other positions in your business, you develop well-rounded individuals who have a working knowledge of their positions and those of their colleagues. Knowledgeable employees are better able to answer customer questions, handle problems and deliver better quality service. Untrained employees who have to find a manager or send people away without help or information can create frustrated customers.
Selecting the right people to work together can create an effective team dynamic that leads to more efficient delivery of products and services. Scheduling all new employees together can create havoc and scheduling all veteran employees together can create a struggle for leadership. Creating a schedule with a complementary mix of personality types will set a balance for harmonious work flow and result in a more efficiently operated shift.
Untrained and unsupervised staffers can wreak havoc on your business. An employee unfamiliar with your products can sell customers items they don't want or need, creating animosity and resentment; an employee without basic safety knowledge can cause an accident resulting in liability for your company; and too few employees staffing a shift can create long waits for customers who then decide to take their business elsewhere. Effective staffing management can eliminate many of these issues and improve the overall quality of business operations. |