Granada Corp uses a combination of proprietary software and third party software to be as efficient as possible with this critical function. Below are some of the key day-to-day tasks for which we rely upon for our workforce management system:

• Agent scheduling;
• Schedule trades;
• Short- and long-term forecasting;
• Resource planning;
• Schedule up trainings;
• Performance management; and
• Processing of real-time information to make intra-day adjustments.

In matching schedules to client call volumes, Granada Corp can either:

• Receive staffing requirement from client, have proposed scheduling approved, be held accountable to adherence to schedule and availability metrics; or
• Receive sufficient historical call data and rolling forecasts from client, obtain service level requirements from client, be measured by adherence to service levels.
• In any scenario in which call arrivals are not matching forecasts, Granada will discuss with clients opportunities to adjust schedules in the interest of improving service levels.