This blog aims to provide a quick overview of product Workforce Optimization for HR.
Workforce Optimization for HR is a product that simplifies the daily routine of an HR agent manager to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed—all in one workspace.
The Key benefits to using the Workforce optimization are as follows:
HR agent manager:
- Manage all of teams work in one place
- Route the right work to the right person with the right skills
- Manage and forecast work demand to ensure you're properly staffed for today and for the future
- Skills management so that you can upskill or reskill your team to resolve work items effectively
- Gain visibility into your team's performance and set performance targets to increase productivity
HR agent:
- View their and team's calendar
- Manage shift swap and time off requests
- Tracking their growth based on Skills needed and acquired and see performance targets set for them or team by manager
The main features of the Workforce Optimization HR application are:
- Manager Landing page: A consolidated view of activities that need attention or provide value to HR agent manager
- Scheduling: Manage workforce schedules and improve productivity
- Forecasting: Predict workloads to improve shift accuracy
- Schedule Adherence: Monitor, measure and mitigate scheduling challenges
- Team Performance: Track performance and gain a 360° view of team and individual KPIs
- Skills and Coaching: Streamline agent assessment and improve productivity
Manager Landing Page
The manager landing page is a single pane glass view for managers to access details about their day-to-day activities which will drive team efficiency and productivity. The page provides a drill down into the key metrics and KPIs of the team, snapshot of the team's performance, view into the team's critical cases and provides information on the requests pending manager approval.
Scheduling feature of the Manager workspace provides the manager with a snapshot of what the resources in the team look like for a given time period. This then helps managers plan the resource for the day based on forecasted data. It is also used by managers to publish a schedule for the team and other manager agent's scheduling requests like time off, shift swaps etc.
Forecasting enables managers to visualize demand forecast based on historical workload. This then empowers managers to manually adjust demand forecasts, so the resources are balanced for a given day which helps drive better team performance and agent experience. There is also an ability to try different forecast algorithms and parameters
Schedule adherence and conformance enables managers to determine how effective the current schedule works for their team. Adherence is a measure of how many agents are sticking to the defining schedule and conformance states the agents not following the schedule but getting work completed. This data can help managers make schedule changes and or promote desired behavior in team by setting expected adherence targets.
Team Performance module gives managers an overview of the team's performance based on the KPI set for the team. Managers can also drill down into the agent's performance for the KPIs set and gain a 360-degree view of agents work, schedule, skills and training.
Skills and coaching module provide a place for managers to maintain skills matrix for team members, create coaching opportunities and assess training of team's members to upskill them. Recommendations are also provided for teams to upskill to better handle the caseload.
Refer to ServiceNow product documentation for more information.
