Workforce Planning

Because of the stress on call center representatives, the call center also wants to reduce the number of weekly calls per representative from 250/week to 200/week by the end of the 12-month period.

How many call center representatives, supervisors, and managers will be needed at the end of the next 12 months, assuming the same ratio of supervisors-to-representatives and managers-to-supervisors? Round to the nearest whole number.

Assuming a turnover rate of 20% per year for call center representatives and 10% for supervisors based on current roll levels, how many representatives, supervisors, and managers will have to be hired over the next 12 months to meet the projected call center demand? Round to the nearest whole number.

1. What staffing challenges do you see in meeting the call center’s staffing requirements for the coming year? What can be done to meet the projected staffing requirements?