A Step-by-Step Guide to Growing Your WFM Team

Whitney Rose at Assembled provides a framework for growing your WFM team to support both daily operations and long-term success.

In workforce management, resource needs often evolve faster than expected. What starts as a solo effort to manage staffing quickly becomes a team function that impacts everything from operational efficiency to employee well-being.

Building a WFM team that scales with your business requires advocating for specialized roles and understanding the unique skills each person brings.

1. Begin With a Real-Time Specialist to Stabilise Operations

Role: Real-Time Specialist (RTS) / Workforce Coordinator

The Real-Time Specialist (RTS) or Workforce Coordinator makes an immediate impact by managing day-to-day operations. Acting as the “air traffic controller” of the team, they monitor queues, adjust staffing, and handle real-time fluctuations to keep operations running smoothly.

Responsibilities

Focused on real-time monitoring and queue management, the RTS analyses live data to identify potential bottlenecks and adjusts resources accordingly.

By making quick, informed adjustments – whether rerouting agents to high-volume queues or reallocating breaks – they prevent small issues from escalating into larger operational problems.

Why This Role Matters

Even with strong long-term planning, customer demand and agent availability can be unpredictable.

The RTS provides stability by responding to immediate challenges, ensuring that operations don’t suffer during demand spikes or lulls. This role is essential for maintaining customer satisfaction and team morale in the early stages of WFM.

Skills Required

To be effective, an RTS needs quick problem-solving skills, an analytical mindset, and the ability to stay calm under pressure.

The best RTS professionals also anticipate issues and take preemptive action, balancing tactical and strategic thinking.

2. Add a Scheduler to Enable Proactive Staffing

Role: Scheduler

With a Scheduler on board, your team can move beyond reactive adjustments to implementing proactive strategies. The Scheduler aligns staffing with forecasted demand, giving employees predictable schedules while maintaining coverage.

Responsibilities

The Scheduler develops staffing plans that balance demand with employee availability. They analyze forecasted volumes and peak times, building shifts that meet operational needs while also supporting employee preferences.

Why This Role Matters

Proactive scheduling is a key milestone in developing a balanced WFM team. Predictable schedules reduce the risk of burnout, improve satisfaction, and lower operational costs by minimizing overstaffing or understaffing. The Scheduler helps WFM support both business needs and employee well-being.

Skills Required

An effective Scheduler has a strong understanding of demand patterns, excellent planning skills, and an ability to navigate scheduling constraints. By balancing operational and employee needs, they create schedules that contribute to both team morale and efficiency.

3. Integrate a Planner for Strategic Workforce Insights

Role: Planning Analyst / Forecaster

The next role in building a well-rounded WFM team is the Planner or Forecaster, who focuses on future planning. Using data analysis, they predict upcoming workload and guide long-term staffing decisions that go beyond day-to-day needs.

Responsibilities

The Planner analyses historical data to forecast future demand, assessing factors like seasonal trends and campaign impacts. Their forecasts inform the Scheduler and RTS, helping to align resources with projected needs.

Why This Role Matters

A Planner is essential for strategic workforce management, allowing WFM to align staffing with anticipated growth and seasonal patterns.

With accurate forecasting, this role minimizes periods of overstaffing or understaffing, supporting both operational efficiency and budget planning.

Skills Required

A successful Planner has strong data analysis and forecasting skills, a critical eye for trends, and the ability to make strategic projections. Combining technical expertise with a strategic mindset, they help the WFM team plan for the future.

4. Bring in Supervisors For Advanced Real-Time Support

Role: Real-Time Supervisor / Senior Planner

As your WFM team grows, dedicated leadership roles add direction and depth. The Real-Time Supervisor and Senior Planner provide expertise for daily operations and long-term projects, helping the team adapt to shifts in demand and aligning resources with company goals.

Responsibilities

The Real-Time Supervisor leads real-time operations, supporting the RTS in navigating immediate challenges and maintaining service levels.

The Senior Planner focuses on larger projects, like seasonal staffing and strategic initiatives, ensuring the WFM team is prepared for complex staffing needs.

Why This Role Matters

Adding leadership roles ensures the WFM team can manage both immediate fluctuations and long-term planning needs.

With a Real-Time Supervisor to handle daily adjustments and a Senior Planner to focus on high-level strategy, your team gains the oversight needed to scale effectively.

Skills Required

These roles require strong operational knowledge, leadership abilities, and advanced forecasting skills. With experience and strategic vision, they guide the team to meet both current and future demands.

5. Appoint a Manager to Unite and Lead WFM Efforts

Role: WFM Manager

At the centre of a mature WFM operation is the WFM Manager, who unifies the team’s efforts and aligns WFM strategy with broader organizational goals. The Manager coordinates real-time adjustments, scheduling, and forecasting, ensuring they work together seamlessly.

Responsibilities

The WFM Manager oversees the entire workforce management function, from real-time adjustments to forecasting. Beyond team management, they collaborate with other departments, presenting data-driven insights and advocating for resources based on business needs.

Why This Role Matters

A strong WFM Manager provides cohesion and strategic direction, maximizing efficiency and ensuring that workforce planning aligns with company objectives. They facilitate cross-functional communication, helping other departments understand and support WFM initiatives.

Skills Required

The WFM Manager needs a strategic vision, leadership skills, and the ability to communicate cross-functionally. By translating insights from each WFM role into actionable strategies, they help build a department that supports business goals.

6. Expand With Specialists For Operational Excellence

As your WFM team reaches maturity, specialized roles become essential for refining processes, enhancing analytics, and ensuring continuous improvement.

Examples of Specialized Roles

• Capacity Planner: Forecasts long-term workforce needs, guiding hiring and budget planning to meet future demand.
• WFM Data Analyst: Digs into workforce analytics, providing insights that lead to efficiency gains and strategic decision-making.
• Quality Assurance Specialist: Ensures adherence to processes and focuses on continuous improvement, setting quality standards that enhance service levels.

Why These Roles Matter

Specialized roles help the WFM team evolve from meeting basic needs to driving strategic insights and process improvements. By adding these roles, WFM can support a larger, more complex organization and scale effectively.

Build a WFM Team That’s Ready For Anything

A strong WFM team is about more than managing today’s needs; it’s about setting up for sustained growth. With the right roles in place, your WFM team can drive efficiency, support your business, and adapt to an evolving landscape.

This blog post has been re-published by kind permission of Assembled – View the Original Article

For more information about Assembled - visit the Assembled Website

About Assembled

Assembled is a Support Operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead. Leading brands use Assembled's workforce and vendor management capabilities to make optimal staffing decisions, gain visibility into performance and productivity, and unlock new ways to serve evolving customer needs.

Find out more about Assembled

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Assembled
Reviewed by: Megan Jones