Staffing needs that may be require for the 2021 holiday season
You are the call center manager of the local Target Store affiliate in your city. The call center handles customer phone orders of products and services provided by the Target Stores. Due to COVID19, the call center has experience a 50% increase of new orders during the 2020 holiday season.
CA summary report must be created from the Nov 26 – Dec 26, 2020 data to determine the staffing needs. The data during those applicable dates should include:
- Staffing
- Customer phone volume
- Call duration
- Peak days and non-peak days
- Peak times and non-peak times
The executive director wants you to analyze the report and assess the facts. You are to provide a recommendation in writing that includes all the analyzed data along with the new predicted staffing needs for the 2021 holiday season. Make specific, realistic, practical, strategic management recommendations, supported with appropriate discussion outlining reasons why you feel the suggested position is sound. He will evaluate the data to determine the future staffing needs. This will ensure the call center will be properly staffed to handle the needs of the 2021 holiday customer volume.
