Scaling WFM
Looking for some more experienced guidance / advice, but tldr…
I took a schedule coordinator/ CX ops role about 1.7yrs ago, taking over for a senior WFM, and “WFM” wasn’t much of a function. I inherited Assembled as our tool, a bunch of broken / un established process, and just started doing the thing.
In that time, with no WFM background and Contact Center on Fast Forward, I’ve built a foundation im proud of…a fully automated RTA system, forecasting rituals, agent self service tooling, schedule in take processes. Basically, I knew nothing about WFM when they gave it to me, and turned it into something they give a shit about.
I was promoted recently and my boss laid it out clear…it’s time to mature and solidify WFM as a department.
Would love to hear from the community — what do you think about as you shape a real WFM department? What are your lead priorities? What have your Mission/Vision/Charters looked like?
We’re chat/phones/email at 150 agents and I just got my first headcount. It’s a stupid but serious question — how the hell do I take WFM from 0 to 1? They believe in me, I somehow get it done, and done well, just feel smaller than the moment.
Where are my WFM sages at….