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What industries use workforce management services?

What industries use workforce management services?

Wherever there are people at work, there is an opportunity for workforce management

 
Companies of all sizes often call upon professionals to assist them with their workforcement management — or to outsource it entirely. 

 

For some companies, special projects call for the recruiting, hiring, training, and management of large numbers of staff, something that is often outside of their wheelhouse. For others, their needs are ongoing and require a more permanent workforce solution. 

 

To ensure that an organization’s project needs are met, professional workforce management solution providers are leveraged to help them plan, support, and execute against their project needs. 

 

Industries that require workforce management solutions include:

 

  • Events
  • Restaurants & Hospitality
  • Commercial cleaning or sanitization services 
  • Healthcare
  • Hotel & condominium 
  • Construction 
  • Municipalities

…and more 

 

At The West Egg Group, we understand the complexities of people management and the integral role they play in an organization’s success. As experts in workforce management solutions, we can develop a human resources plan that supports prescribed business objectives. If human resource management is something you think that your organization could benefit from, contact us.

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What is the difference between staffing and workforce management?

What is the difference between staffing and workforce management?

To staff means to supply an organization or business with staff, whereas the term staffing is a little more telling of the activities involved. Staffing is a term that describes the recruitment, onboarding, training, and placement of workers within an organization for the purpose of productive work. 

Workforce management is a process that maximizes employee productivity and performance levels, resulting in improved competency and output for an organization. Often, workforce management solutions encompass many of the same functions considered staffing, such as recruiting, hiring, onboarding, and employee management.

 
One of the primary distinctions between the two is the strategic thinking, planning, and accountability of workforce management solutions — something that is beyond the scope of staffing.

Workforce management considers the employee, employer, and customer/guest experience. It is a multifaceted and complex service offering that offers a holistic human resources solution that is agile enough to meet evolving business needs in real time.

Leaders in workforce management solutions, The West Egg Group, are experts in on-demand, ongoing, and custom workforce solutions. 

 

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Workforce Management: The basics (infographic)

Workforce Management: The basics (infographic)

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3 tips for getting buy-in to hire a workforce management expert

3 tips for getting buy-in to hire a workforce management expert

Companies today understand the importance of having an efficient and productive team. They trust workforce management experts to help them plan and execute a human resources strategy that helps them achieve their business goals. 

So if you’re considering outsourcing your human resources management, how do you gain buy-in from your senior leadership team? Here are a few tips on how to sell your idea internally:

Tip #1: Identify why you need a workforce management solution
Everyone within your organization may recognize that the business has workforce and operational challenges, but putting it on paper can help to illuminate the issue. 

If you can, quantify the issue with reporting around worker overtime, reductions in service levels to customers, employee overtime or gaps in coverage. All of these types of workforce issues have an impact on revenue.

Engaging a workforce management solution provider such as The West Egg Group can help you address these challenges with strategic operations and human resources solutions.

Tip #2: Educate the decision makers
Bring your findings and business plan to those responsible for making the decision to outsource your workforce management solutions. Help them to understand, and see, the true impact on the business with your current operations. 

As mentioned above, by compiling hard costs and highlighting impacts to employees and the business, you will obtain buy-in to pursue assistance from a workforce expert.

Tip #3: Bring forward the solution
No one wants to hear about a problem without also hearing of the solution. Be prepared to share information on service providers that are experts in solving workforce challenges in your industry. 

If possible, have pricing, a timeline for implementing the proposed change, and the expected outcomes on-hand. These will help to make it an easy decision to move towards outsourcing your workforce management. 

If your organization is struggling with new or legacy workforce challenges, speak to the experts at The West Egg Group about the services and solutions available.

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How workforce management can improve call centre service levels

How workforce management can improve call centre service levels

Workforce management solutions experts are often called upon to onboard, train, and develop call centre talent — talent that is critical to the organization’s success. 

One important factor of success is the level of service your call centre teams are able to provide to customers. Here are 3 reasons your call centre service levels may be suffering and what you can do to address it:

  1. Calls aren’t answered fast enough
    We know that for inbound sales and retention centres, there is a negative impact on revenue if calls are abandoned.

     

    Additionally, customer satisfaction is at risk of decreasing significantly if callers struggle to access assistance, especially if they have an urgent issue. This of course often leads to increased customer churn, a reduction in customer recommendations, and reduced revenue.

    Employing the expertise of a workforce management solution provider can help alleviate these concerns through improved onboarding, ongoing training, and strategic and frequent performance measures to ensure your team is fulfilling your service level agreement to customers.

  2. You have too many calls coming in
    This could be a contributing factor to why inbound calls are going unanswered, but it isn’t an excuse for a diminished level of service to customers.

    Inbound calls may mean that your business is a success — customers can’t wait to sign up for, or upgrade their services with you. Of course this could also mean that there is a fundamental problem with the product or service that you are providing, or how you are providing it.

    Call on workforce solutions experts to analyze your operations and flow of work, to diagnose the problem, and implement a solution — before it negatively impacts your business. 

  3. Your scheduling doesn’t match your customer demand
    Having too few or too many staff on-hand will negatively impact your business. Either your workforce will be sitting idle, or they won’t be able to keep up with the demand.

    Solve this problem with expert human resources management provided by a reputable workforce management solution provider like The West Egg Group, experts on managing on-demand, ongoing, and custom workforce projects.

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Workforce management: Do it well. Do it together.

Workforce management: Do it well. Do it together.

As specialists in workforce management, we often focus on our project deliverables — the end result of our efforts. But lately, we have taken pause to think about the importance of the journey, and in doing so, realize that the work is never truly ‘done’, it’s ongoing and evolving — and there is beauty in that. 

 

When at work, no matter what work is for you, it can feel as though it’s never-ending. You complete one task and another arises. You navigate your way through one crisis and another challenge presents itself. 

 

For some, the inherent cycle of work sometimes does not allow for the feeling of achievement that comes with the absolute finality of completing a large-scale job. We often feel lost somewhere among the everyday tasks and grow frustrated with the process.

 

What we have learned at The West Egg Group is that there is pride and enjoyment in the process of work. Doing, and redoing the work, and working together to get it right. It’s about taking joy in the tasks along the way, even if they require repeating. It’s a natural cycle of success. 

 

We at The West Egg Group thrive on the opportunity to come to work each day ready to do the work, and do it again the next day — working as a team to create and recreate — a beautiful rhythm of work.     

 

Get workforce management solutions from the experts that thrive on showing up to work for you each and every day. Contact The West Egg Group

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How to develop strong leaders

How to develop strong leaders

Leadership is a rare skill set, but fortunately, it’s one that can be learned and nurtured. Part of a strong workforce management solution is the training and development of people leaders. 

 

Here are some tips on how to train your team-leads to be stellar leaders:

 

Tip #1: Define core competencies
Before you can have expectations of your people leaders, you have to establish them. Be clear about the roles, responsibilities, and attributes you desire. Having them written and repeated often help to reinforce them among your team.

 

For instance, at The West Egg Group, we use every opportunity to remind our leaders of our core values:

Above & beyond  exceeding the expected, being dependable, willing to sacrifice, and always hustling

Ownership — Being accountable, no excuses, being solutions-focused

Professionalism — How you act, how you show up, your mindset

Tip #2: Identify your potential leaders
First and foremost, ensure that those you are placing in a leadership position want the job. Before doing so, have conversations about career path and aspirations to ensure that it’s a fit. Look to see who is proactively rising to the challenge — these individuals are likely to succeed since they’re driven to do so.

Tip #3: Expand essential knowledge base
Leaders require an intimate understanding of the business beyond one singular function within it. In addition to business acumen, people skills will be a definite asset. Look for ways to help your leaders participate in recruiting, hiring, onboarding, and team-building to ensure that they stay connected to their reports.

These are just a few of the ways to help develop your leaders. For additional insights and support, contact The West Egg Group — experts in on-demand, ongoing, and custom workforce solutions.

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3 important attributes for workforce management professionals

3 important attributes for workforce management professionals

There are a lot of important attributes that make for a successful workforce management consultant. Here we’re highlighting the three that we believe will be break-through characteristics for the year ahead.

 

Attribute #1: Resilience

We’d be remiss if we didn’t acknowledge that 2020 was a hard year and that it took resilience on all fronts to get through what was a highly unusual year for most individuals both professionally and personally.

 

Successful workforce management leaders will carry this attribute forward and use the lessons learned to find innovative and productive ways to manage complex workforce challenges.

 

Attribute #2: An advocate for employees

Managing people requires careful consideration for their experience. Employee engagement is critical to an organization’s success, and workforce managers are at the forefront of ensuring a positive company culture. Success in this realm requires great listening, mediation, and advocacy skills — something that top workforce solutions experts excel at. 

 

Attribute #3: Driving change management
New projects and initiatives invariably bring about change within an organization. Setting and managing expectations is the job of the workforce solutions manager. With a year of massive change behind us and a year of continued adaptation ahead, this skill set is no doubt going to be paramount.

 

At The West Egg Group, we are experts in on-demand, ongoing, and custom workforce solutions. Talk to us about how to bring resiliency, employee advocacy, and change management into your workforce solution.

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When conflict in the workplace can be a good thing

When conflict in the workplace can be a good thing

If the thought of conflict in the workplace makes you cringe, here’s a fresh perspective for your consideration.

 

Organizations today are heavily focused on employee engagement, recognition and rewards, and so on. Somehow, the establishment of these company culture norms has also created a conflict-avoidant culture within many organizations. But what if a healthy dose of conflict could actually strengthen employee engagement? 

 

By avoiding conflict, some organizations inadvertently create a culture without communication which has cascading effects: 

 

  • Without discussion, prioritization and delegation become unmanageable and workloads can become overwhelming

  • Underperformance goes unchecked, causing some employees to pick up the slack, resulting in added stress, reduced productivity, and burnout

  • Employees do not feel free to express their displeasure or frustration, causing siloed work that is less inclusive and diverse

 

Tips to manage healthy conflict (and resolution):

  • Encourage open and honest communication
  • Lead by example — people leaders should engage in frequent open and honest dialogue with their teams and encourage their direct reports to do the same

  • Listen, and act — employees will be more likely to share information about their experience if they feel heard and see change

Conflict in the workplace may be inevitable but it doesn’t have to be something to dread. Think of it as opportunity for the organization’s growth and development, and the chance to improve the employee experience.

For help with navigating the complexities of employee management, seek advice from a workforce management solutions provider such as The West Egg Group, experts custom workforce solutions. 

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