Shift Planning & Front-View Deployment

SHIFT PLANNING & FRONT-VIEW DEPLOYMENT

Shift cover is projected on averages, so agents are deployed to zones that don't match where the day's demand will actually land. Gaps and delays appear before anyone reallocates.

Actors

  • Workforce Planner
  • Duty Manager
  • Resource Planner

Systems / Vendors

  • TimeGate rostering
  • Demand forecast
  • AODB / flight feed

Business Question

"Why are agents deployed to the quiet zones while the busy ones run short?"

What SPoG Does

  • Projects shift cover against forecast demand by zone.
  • Deploys agents where demand will form before gaps appear.
  • Adjusts the front-view deployment as the day moves.

Outcome Metrics

−20%

Zone cover gaps

1

Live deployment view

<10 wks

To first outcomes

Contact us to learn more →