Optimizing Operations for Peak Seasons: A Guide to Proactive Capacity Management

Working for a highly seasonal business, such as online sports betting, has solidified the belief that Workforce Management (WFM) and operations must proactively plan to strengthen capacity before the peak season arrives. Reacting to capacity challenges only when they surface can delay resolution, as it requires time to analyze the issue, identify root causes, create a plan, and then execute it. By anticipating potential capacity challenges in advance, you can analyze possible issues, identify probable root causes, and develop a preemptive plan. This approach means that when the peak season hits, the only task left is to execute the plan, resulting in less stress for operations, a simplified course of action, a reduced time to implementation, and an increased likelihood of success.

Here are the top proactive contingency measures that I implemented this past season:

Cross-train Associates Across Different Lines of Business: I focus on identifying which lines of business are likely to experience capacity surpluses and cross-train associates to other areas where capacity shortfalls are anticipated. The number of associates I choose to cross-train depends on several factors, but it generally revolves around determining the maximum number of associates that can be shifted without jeopardizing the operation of the original business line.

Consolidate and Simplify Queues: This strategy involves creating scale, especially for smaller departments facing capacity challenges. The simplest way to execute this is through prioritization. For example, if two departments can handle each other's transactions, they typically operate in silos during regular business times. However, during peak season, these departments can be combined. By prioritizing the primary tasks of each department and deprioritizing secondary tasks, departments can support each other without negatively impacting their main responsibilities.

Automate Load Balancing Procedures: Traditionally, load balancing required constant manual monitoring of queues, which was prone to human error and delays. Instead, I have fully automated some of this process by deploying a bot to monitor the queues every 30 minutes and make load balancing decisions based on predefined logic and conditions. This automation reduces the need for human intervention and speeds up the implementation process.

Increase Fixed Capacity: The scheduling team should proactively ensure the following before the peak season begins: optimize schedules to meet peak season demand, reduce shrinkage by managing paid time off and in-office shrinkage, and open up overtime for peak periods

Create Exceptional Transparency in Operational Data: It's crucial to either take the initiative in setting up processes that highlight performance challenges or enable the operations team to access this information independently. This transparency ensures that the operations team can address performance issues immediately, preventing potential capacity challenges from escalating.

Proactive planning and contingency measures are essential for managing the complexities of a highly seasonal business. By anticipating potential capacity challenges and implementing solutions in advance, operations can run more smoothly during peak seasons. The strategies outlined—cross-training, queue consolidation, automation, capacity optimization, and transparency—provide a robust framework for ensuring that your operations are prepared and resilient, minimizing stress and maximizing efficiency.