1) Labor turnover is the percentage of employees who leave a company or organization (through resignation, attrition or involuntary separation) during a given period; also, the number of employees hired to fill vacant positions during a given period, usually one year. 2) Financial turnover is...
An adjustment factor applied to staffing calculations that takes into account planned and unplanned work that results in analysts being unavailable (e.g., breaks, absenteeism, vacations, meetings, coaching, training, etc.). #WorkforceManagement #SupportOperations #Staffing ...
A customer-oriented culture ; the objective of a service culture is customer satisfaction and servicing the customer to achieve their business objectives. #Staffing #CustomerExperience #CustomerSatisfaction #Culture #CustomerService #HumanResources #People #BusinessAlignment
When analysts are involved in activities outside of their normal, planned, and scheduled activities. #SupportOperations #WorkforceManagement #HumanResources #People #Scheduling
The process of determining the specific assignment (tasks and time frames) by which people are required to meet an SLA . Part of workforce management . #Scheduling #Staffing #SupportModels #People #HumanResources #SupportOperations
Methods of determining the most efficient allocation of personnel to meet the support center’s staffing requirements. It includes determining staffing levels, determining analyst availability, enlisting additional resources (both external and internal), and scheduling staff to meet SLA's . ...
The art and science of having the correct number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload. #Metrics #HumanResources #SupportOperations #WorkforceManagement #People #SupportCenter
Business parlance for the process of bringing a new member into an organization; specifically when the new member is a customer, peer or an associate with the organization. Onboarding typically involves: Familiarization with process and procedure Understanding what services...
One who specializes in a particular area of technology or expertise rather than a broad scope. #Staffing #HumanResources #JobDescription #People #WorkforceManagement
An analyst with broad knowledge of a range of technologies or subject areas. Many first-level support analysts are generalists. See Specialist . #WorkforceManagement #HumanResources #People #JobDescription