Ross Baldwin, Head of Workforce Management, ING Direct

Archived Presentation

Does your Contact Centre Management Team understand the many factors affecting workforce management and how critical those factors impact your service levels?   Is this one of your biggest, never-ending challenges?  If the answer is “Yes!” you’re not alone!!  This presentation has been designed especially for Contact Centre managers and supervisors as well as workforce management administrators and managers.

It’s all about scheduling and forecasting – how many people you need on the phone at different times during the day - delivering the type of service expected.  It’s also about the effective management of employees and employment issues.

Ross Baldwin is the Director Sales & Operations Support overseeing the team that provides forecasting and scheduling support for 300 employees in ING Direct’s Contact Centre organization. A skilled leader with 18 years experience, his group also delivers ongoing education for managers and CSRs on the impact of “being there to serve” on customers and the organization.
In this session, Ross will touch on the manual processes and practices that were employed before the arrival of computerized Workforce Management systems – manual processes that can still be used today.   This will allow workforce professionals an opportunity to gain a better understanding of the principles of Workforce planning, best practices, and common pitfalls in providing service to meet challenging organizational goals and budgets.

Join us March 27th and learn how your team can better understand and effectively manage valuable human resources and the impact of “being there to serve!”