Effective Schedule Optimization: Bridging the Gap Between Business and WFM

There is often a misunderstanding when it comes to Workforce Management (WFM) teams' responsibilities for schedule optimization. The primary responsibility of a WFM team is to provide an ideal shift structure that closely follows the business's demand curve. However, leaders sometimes make vague comments like "I need you to find a balance between associate preferences and business needs," leaving the WFM team uncertain about how to adjust their optimization model based on such unclear feedback.

To address this challenge and reduce friction between the business and WFM, here are some steps to follow:

1. Meet with Business Leaders: Discuss the types of shift structures that are open for consideration. These may include consecutive days off, split shifts, and dynamic weekly work hours etc. Also discuss any constraints within the shift structures such as frequency and duration of breaks and etc.

2. Review Recommended Shifts: After considering constraints, present the recommended shifts to the business leaders. Acknowledge within the WFM team that new constraints or feedback from the business may require the model to be adjusted.

3. Candid Discussion on Constraints: Have an open discussion with the business leaders about how adding more constraints to the shift structure can create coverage gaps. It is important to understand the trade-offs.

4. Review and Agree on Shift Structures: Evaluate both the ideal optimized shift structures and the modified ones with the business leaders. Identify potential gaps and agree on whether their frequency and severity are acceptable risks for the business.

5. Engage with the Frontline: WFM leaders should consistently engage with frontline staff to gauge which types of shifts are acceptable. This feedback is crucial for discussions between the business and WFM department.

For teams new to WFM scheduling responsibilities, it is advisable to educate the operational team on best practices for schedule optimization. It's important to understand that this process is not a winner-takes-all scenario. Instead, it should be viewed as a collaboration to find a balance between operational risks and frontline staff acceptance of shifts.