What is the role of intraday management in Workforce Management?

Intraday management plays a critical role in Workforce Management by focusing on the real-time monitoring and adjustment of agent schedules throughout the day. This involves tracking various metrics, such as call volumes, agent availability, and service levels, to ensure that staffing aligns with demand. By making real-time adjustments, workforce managers can optimize performance, maintain service levels, and ensure that customer needs are met promptly.

The core function of intraday management is to respond to immediate operational needs. For example, if an unexpected surge in call volume occurs, intraday managers can move resources to address the increase by adjusting agent schedules, reassigning tasks, or even pulling in part-time agents. This dynamic approach helps in achieving efficiency and maintaining a high standard of customer service on a daily basis.

In contrast, hiring assessments and long-term staffing strategies focus on recruitment and future planning rather than immediate operational needs. Tracking employee satisfaction, while important for overall workforce health, does not directly address day-to-day operational management in the same way that intraday adjustments do. Therefore, the primary distinction of intraday management is its emphasis on the active management of schedules and resources during the operational day.