Workforce Capacity Forecasting & Scheduling Optimization

Vertex Utilities Contact Center • 310 Agents • 8 Skill Groups • Week 6 of 13

LCPC (4-Wk Forecast)
$5.23
Target: $4.80 • +8.9% over
Forecast MAPE (Avg)
11.4%
Best: 6.8% • Worst: 19.2%
Headcount Gap (6-Wk)
-24 FTE
Required: 334 • Funded: 310
Effective Shrinkage
34.1%
Modeled: 31.0% • +3.1pp
Schedule Efficiency
79%
Target: 85% • -6pp gap
Intraday Reforecast
12.3%
Days w/ deviation trigger

13-Week Capacity & Demand Forecast

Erlang-C Service Level Sensitivity

Shrinkage Component Breakdown

12-Week Attrition-Adjusted Capacity Projection

Forecast MAPE by Skill Group

Cross-Training Coverage Ratio

Hiring Pipeline Velocity (Time-to-Productivity)

Schedule Efficiency by Skill Group

Capacity Planning by Skill Group (Week 6 Forward)

Skill Group Required FTE Current FTE Gap Eff. Shrinkage Sched. Eff. MAPE Status
Billing 92 78 -14 36.2% 71% 9.1% Critical
Outage Reporting 48 42 -6 38.4% 76% 19.2% Monitor
New Service 56 54 -2 32.1% 82% 10.3% Adequate
Tech Dispatch 38 38 0 29.8% 84% 8.7% On Target
Retention 32 31 -1 33.5% 80% 11.8% Adequate
Collections 28 27 -1 31.2% 78% 13.4% Adequate
Back Office 22 22 0 28.6% 91% 7.2% Optimal
Chat/Digital 18 18 0 26.3% 87% 6.8% Optimal

Scenario Comparison: LCPC & SLA Impact

Recommendation Summary

Immediate: Hire 14 FTE for Billing (8-week lead time) to close critical gap
Short-term: Cross-train 6 agents from Back Office to Billing to improve coverage ratio
Process: Implement bi-weekly reforecast for Outage Reporting to reduce MAPE from 19.2%
Target: Scheduling efficiency improvements targeting 85% overall (focus on Billing, Outage)
Projected LCPC (8 Weeks)
$4.87
Within 1.5% of $4.80 target • SLA maintained at 88%+