We recently discussed the role and benefits of Workforce Manager platforms with a few of our internal experts. The following Q&A is the first in a series of blogs which highlight how technology can help leaders better manage field- and office-based resources.

How would you define the concept of “Workforce Management?”

Brent Baughn (Director Customer Experience): “It is understanding the connection and the communication strategy between your operations management team and your employees in the field. It includes providing staff with the necessary tools and resources and information to get the job assignment done efficiently the first time while providing a great customer experience. And once that job has been completed, it includes sharing those vital updates back to your operations team and assigning the next job. A proper workforce management strategy helps organizations meet key objectives while maximizing operational efficiency and revenue potential.”

Andrew King (VP Business Development): “Workforce management is like having a 360-degree view of and open communication between your office staff and your field employees. Think of it like a pirate ship’s crow nest or an airport’s control tower. Leaders have the ability to see everything going on in the field – and quickly and effectively communicate with everyone else in the organization – to make important decisions quickly.”

What are the cornerstones of an effective Workforce Management strategy?

Anthony Chang (VP Sales): “The first element is accountability. Being able to make sure that the field-based, office-based, and administrative staff are staying up to date – and on time – with the processes needed for a successful day to day operations. The second element is visibility over field staff and also the assets and equipment and tools that they have in the field to ensure the organizations are making their best ROI on all resources.”

Brent Baughn (Director Customer Experience): “An effective workforce management strategy comprises a few key elements. First, scheduling: are you able to create optimized schedules that match your employees’ skills and availability with your various operational demands? Second, time and attendance: Can you accurately track your employee working hours and attendance to ensure compliance and have an accurate payroll period? Third, communications: Are you providing your employees with the necessary information to complete a job accurately and within the appropriate timelines?”

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