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Command Center: Full Range of Operation Monitoring Techniques and Standards to Drive Revenue Growth and Efficiency

Revenue Growth Through Dynamic Workflow

  • Dynamically focus on meeting revenue goals during the operating hours

  • Dynamically re-distribute work to available resources to meet revenue goals during the operating hours

  • Alignment of employee skill-set with the need of the business horizontal

  • Leverage standardized business processes across the business

Workflow and Workforce Management

  • Dynamically re-distribute work to available resources

  • Process and operational performance monitoring

  • Cross-trained personnel – Skills catalog and defined roles

  • Continuous process improvement and optimization

  • Alignment of employee incentives to resource sharing activities

  • Standardized business processes across the business

Beyond Operational Reporting  and Analysis

  • Beyond reporting – Improved data analysis tools and self-service

  • Dynamic, closed-loop feedback

  • Early warnings

  • Predictive interventions

  • Management consoles, self-service reporting

Performance Metrics

  • Real-time sensors, alerts and business intelligence

  • Measures that matter – Productivity, Conversion Rate, etc.

  • Dynamic data quality management

  • Hierarchy of metrics data from executive/strategic down to employee

  • Ability to connect clients' priorities to our priorities

Four Work Streams of the Command Center

  1. Drive and Focus on Meeting Revenue Goals

  2. Workforce Planning  and Business Activity Management

  3. Workforce Effectiveness -  Mentorship and Direction

  4. Triage and Incident Management

 

Stream 1: Drive and Focus on Meeting Revenue Goals

The Command Center employs Workforce Performance specialist staffs (WP) to monitor the performance of all the company product lines. The staff is supplied with online streaming reporting tools to identify:

  • Normal operating revenue thresholds

  • Alerts to revenue inadequate areas

  • Revenue - Actual and Forecasted and how the variance are reduced between actual and forecasted.

Stream 2: Workforce Planning Business Activity Monitoring

The Command Center employs Workforce Planning Business Activity Monitoring (WPBAM) specialist staffs who monitor the inventory and processing performance of all the company work items.

The staff is supplied with online streaming reporting tools to identify

  • Normal operating thresholds and capacity

  • Alerts to problem areas (aging inventory, over or and under capacity, etc.)

  • Workload forecasting

  • Staffing and scheduling data and tools

  • Communications tools

The WPBAM staff works with Operations Horizontal/vertical leadership on daily basis to ensure that the appropriate operations associates are deployed to the highest effective use to meet and in efficient manners exceed operational measurements, targets and goals. 

 

The WPBAM team has to be constantly leveraged as a specialized team to ensure that Associates’ schedules are created to meet workforce forecasts and that status data is captured to reflect actual Associate deployment.

Stream 3: Workforce Effectiveness

The Workforce Effectiveness Specialists performs the same functions like the WPBAM. However, this team provides oversight and supervision. The team monitors performance, output and results and take direct action to bring those metrics in line with expectations.

 

Finally, the team functions as a mentor role to ensure that the WPBAM staff is aware of and following processes, being consistent and handling production support responsibilities the same way regardless of location or management unit supported

Stream 4: Triage and Incident Management

Under Triage and Incident Management, a team of Business and Technical Analysts works to ensure that known and unknown business and technical interruptions are planned for and/or resolved quickly with minimal disruption respectively. This team kicks into special action during times of crisis and outage, and provides a central point of communication and coordination as multiple departments work to correct problems and restore services. In addition, the team plans, executes and monitors the progress of Corrective Action Plans to address problematic operational and technical performance, as noted in the Weekly and Monthly Business Report. 

 

This team of subject matter experts guides the Workforce Planning Specialist (WPBAM) as they support the operational front line - answering questions, resolving complicated work items, researching problems and escalating workflow beyond the front line or outside of the business. This team analyzes documentation and trends for all questions and problem resolutions so that advanced analytics can be performed and root cause can be determined. Finally, this team acts in a Triage mode to ensure that problem requests are evaluated and either resolved, routed or otherwise dis-positioned appropriately. Those problem requests, depending on their nature, may be routed to one of multiple places:

  • Analytics

    • Decision Science

    • Corporate Analyst

    • Operational Reporting

  • Client Services

  • Information Technology

  • Horizontal/Vertical Leadership

  • Operations Leadership

 

The team maintains visibility to all routed work and performs follow up activities to make sure that corrective actions are taking place to address the root causes of issues and problem

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