Call Centre Committee

Report of the Call Centre Committee

September 2020

Greg Krokosh

A webinar was held with the employer on August 27, 2020 for a presentation on the Workforce Management (WFM) Pilot Proposal in the Business Enquiries Call Centres. This is to test the use of an application already existing in the call centre system to assist in the forecasting and scheduling of call centre agents and to increase flexibility by looking at scheduling from a national perspective.

Scheduling for the next webinar meeting is on-going.

Respectfully submitted,

Greg Krokosh
Chair of the Committee