What Is Call Center Employee Scheduling?
Call center employee scheduling is the scheduling of employees who work within call centers. This typically involves the creation of a weekly schedule that allocates shifts to employees on a daily basis. Scheduling is typically performed by a manager or supervisor. Once the schedule is created employees are notified of their upcoming shifts. Shifts are often moved or swapped between different employees and leave / availability needs to be taken into account when creating a schedule. A well-functioning employee scheduling program will increase visibility and control for managers and give employees a clear indication of what’s expected of them in terms of upcoming shifts and duties. A call center might use spreadsheet software, paper based rosters or a computer program to manage scheduling of its workforce. In an effort to streamline the workforce management function, many call centers are now adopting cloud-based scheduling and workforce management platforms to streamline processes in these areas. Such platforms might include employee scheduling, time and attendance, tasking, communication and employee feedback tools.