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Workforce Management Services

Businesses worldwide are increasingly becoming multi-location and multi-channel or omnichannel. This continuous change demands an integrated set of processes that optimizes and streamlines employee productivity across the organization. This is where a good Workforce Management (WFM) strategy plays a crucial role, by forecasting labor requirements effectively and creating & managing staff schedules to accomplish tasks at a planned interval basis. 

Lumina Datamatics provides Workforce Management with a service-oriented approach to optimize your workforce, improve processes, and monitor & report metrics, all to ensure that your business goals are always met. Our expert team is skilled in multiple Workforce Management Solutions such as NICE, Alveria, LiveVox & Five9.


  • Create forecasting models using mathematical and statistical techniques
  • Develop forecasting models based on level, trend, and seasonality
  • Enhanced algorithms and automation to predict volumes down to half-hourly intervals based on historical trends
  • Forecasting using R, Python, and Excel
  • Optimize resource delivery by identifying new hire requirements and deploying resources with the right skills
  • Recommend schedule framework by factoring in resource availability and trends
  • Plan for contingencies in case of resource shortage and provide recommendations to operations
  • Perform comprehensive statistical analysis to develop strategic recommendations for leadership
  • Prepare the resource schedule as per the forecast and the resource plan
  • Analyze over-under staffing levels and optimize the schedule framework
  • Schedule training, meetings, and webinars as per resource availability
  • Review and incorporate requests for flexible working and ensure that the schedules have no impact on the business
  • Identify, investigate, and optimize schedules that did not align with business goals
  • Monitor and manage the intraday work volumes, handle time, and other client deliverables
  • Manage schedule adherence & exceptions, report deviations, and plan for contingencies
  • Maximize employee productivity through effective resource utilization
  • Develop and administer reporting systems for Workforce Management using various BI tools such as Microsoft Power BI and Tableau
  • Design and develop reports for end-users and provide high-level insights to leadership
  • Generate real-time & on-demand reports, dashboards, and scorecards
  • Analyze the work volume, patterns and measure and report planned vs. actual performance
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