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rethinking WFM.

remoteWFM is 

remoteWFM provides workforce management and optimization support to businesses of all shapes & sizes.

Here's what we can help with:

Support Provided

At remoteWFM, we take a fresh approach to Workforce Management (WFM) and Workforce Optimization (WFO). We work with you to understand your business and your needs.

Here are the functional areas remoteWFM can help provide support. Hover over each topic to learn more.

Program Management

Coordinated planning, organization, and execution of multiple projects that together achieve a strategic objective related to staffing and employee productivity.

Program Management

  • Operational Infrastructure

    • ​Channel Planning (phone, chat, email)

    • Hours of Operation

  • Skill Mapping

  • WFM/WFO Tooling

  • WFM team structuring

    • Forecasting, Scheduling, RTA Requirements​

  • Defining KPI and service level objectives

  • WFM standard operating policies & procedures

Forecasting

Effective forecasting allows businesses to meet service level demands, optimize staffing schedules, and reduce costs by minimizing overstaffing or understaffing situations. Proper forecasting ultimately leads to improved productivity and enhanced customer satisfaction.

Forecasting

  • Short-range forecasting

    • Hourly, same-day, same-week​

  • Long-range forecasting

    • Next month, next quarter, next year​

  • Uni or multivariate

    • Customer contact rate ​

    • Seasonality

    • Product launches

  • Modeling fit based on the business

    • time series, moving average, linear regression, etc.​

Eye Icon

RTM involves monitoring and adjusting staffing levels to address unexpected changes. It requires comparing actual performance against forecasts and RT dashboards for quick decisions. This approach ensures consistent service levels, efficient resource use, and enhanced operational efficiency.

Real-Time Management

  • Real-time monitoring

    • Schedule adherence​

    • Schedule conformance

  • Schedule optimizations

    • Break & lunch changes​

  • Same-day schedule modifications

    • PTO approval/denial​

    • Offline approval/denial

    • Voluntary time off (VTO)

  • Intraday reporting

    • Actual vs forecast​

Real-Time Management

Smart Phone

Capacity Planning

This involves analyzing historical data, forecasting future workload, and assessing the current workforce's capabilities. Through effective capacity planning, organizations can minimize operational costs, avoid understaffing or overstaffing, and ensure that they meet service level expectations consistently.

Capacity Planning

  • Annual operating plan

    • Weekly, Monthly, Yearly​

    • Headcount requirements

    • Operational costs

  • Recruiting and hiring plan

    • Attrition/turnover rate​

    • Growth rate

  • Training ramp plan

    • Time to tenure

  • Staffing models

  • What-if models

    • Scenario-based planning​

Pie Chart

Scheduling

Scheduling seeks to optimally match the right employees with the right job at the right time, ensuring that operational demands are met. Effective scheduling balances both organizational needs and employee preferences, reducing overtime costs and improving employee morale. 

Scheduling

  • Employee schedules

    • Hourly, daily, weekly, monthly​

    • New hire schedule assignment

    • Holiday/special day schedules

  • Schedule rotations

  • Ongoing schedule optimization

    • Gap coverage​

    • Skill coverage assment

    • Demand coverage

  • Recurring schedule/shift bids

Hourglass

By analyzing these recaps, management can make informed decisions about future workforce strategies, identify areas of improvement, and gauge the overall efficiency of operations. Reporting recaps serve as a crucial tool for continuous improvement and accountability in WFM

Reporting & Recaps

  • Regular performance reviews

    • Daily, weekly, monthly​​​

  • Changes in volume arrival

    • Forecast vs actual​

    • Seasonality 

  • Behavioral vs operational changes

    • Historical performance dashboards​

  • Impacts to forecast, schedules, and/or capacity plan

Reporting & Recap

Email

Why remoteWFM?

About

For over a decade, remoteWFM has been the guiding star for businesses, big and small, within the WFM/WFO arena. Having strategically shaped over $1 billion in annual operating plans, we've been the trusted partner in pivotal moments - from streamlining post-acquisition consolidations to providing compassionate insights during downsizing. If you're looking to scale your operations with expertise and precision, you've just found your ideal ally. Dive in and discover how we can elevate your business.

Common Support Provided:

  • Annual planning

    • Staffing models

    • What-if Planning

    • Forecasting

  • Schedule creation

    • Schedule bids

    • New hire schedule recommendations​

  • Real-time adherence monitoring

  • Complex analysis on operational and behavioral performance

  • FTE Requirement generation

  • Projected performance outcomes

  • Vendor management/BPO Evaluation

  • Bonus eligibility reporting

  • Time off management (PTO, sick time, etc)

  • Daily, weekly, monthly reporting

Regions Supported:

  • Global support available with experience specific in these regions:

    • AmericasUS, Mexico, Guatemala​, Canada

    • EMEAGB, Poland, France​

    • APACAustralia, New Zealand, Malaysia, Singapore, Tokyo

    • SEA​Philippines, Indonesia​

Employees Supported:

  • Patient Care Advocates

  • Customer Service Representatives

  • Engineers

  • Pharmacists

  • Pharm Technicians

  • Nurse

  • Mental Health Professionals

  • Backoffice employees

Operations Supported:

  • Tech startups

  • Healthcare

  • Engineering

  • Operations

  • Fintech

  • Education

Channels Supported:

  • Live & async chat

  • Email

  • Ticket

  • Phone (inbound/Outbound/Callbacks)

  • Backoffice

  • Social Media

Previous Experience

Experience

Previous Clients

Previous Clients

01

Express Scripts / Medco

Express Scripts: During our partnership, Express Scripts emerged as the premier PBM in the US, attributed to its effective prescription home-delivery model. They consistently provided 90-day maintenance medication supplies, enhancing patient adherence and driving down healthcare expenses. This growth trajectory culminated in their strategic $29Bn merger with Medco.

FTEs Supported:

Pharmacy Technicians (FTE)

Pharmacists (FTE)

Member Support Advocates (FTE)

​

Channels Supported:

Inbound/Outbound Calls

Prior Authorizations

Regions Supported: United States

02

Medical Transportation Management:

MTM offers non-emergency medical transport for its members, aiming to eliminate transportation challenges that patients often encounter. This service is pivotal in not only ensuring patients reach their medical appointments but also in curtailing both patient risks and healthcare expenses.

FTEs Supported:

Member Support Advocates (FTE)

​

Channels Supported:

24/7 Inbound/Outbound Calls

Regions Supported: United States

03

Centene

Recognized as a dominant managed care entity in the US, we witnessed Centene's meteoric rise from 5 to over 20 million members within half a decade. Post the expansion of Obama Care and a series of acquisitions, their yearly revenue soared from $22Bn to a staggering $75Bn, leading to the employment of roughly 60,000 experts nationwide.

FTEs Supported:

Business Analysts (FTE)

Claim Analysts (FTE)

Member Support Advocate (FTE/BPO)

​

​

Channels Supported:

24/7 Inbound/Outbound Calls

Backoffice Support

Claims Processing

Regions Supported: United States

04

US Scripts/ Envolve Pharmacy Solutions

Nestled within Centene's expansive portfolio, US Scripts was assimilated to fortify PBM services for members. This acquisition catalyzed a broad enterprise reorganization, culminating in the emergence of Envolve Pharmacy Solutions, a specialty sector of Centene.

FTEs Supported:

Pharmacy Technicians (FTE)

Pharmacists (FTE)

Member Support Advocate (FTE)

​

Channels Supported:

Prior Authorizations

Inbound/Outbound Calls

Regions Supported: United States

05

NurseWise/Envolve People Solutions

Another addition under Centene, NurseWise was brought on board to facilitate a round-the-clock nurse hotline for members. This initiative offers priority telephonic consultations, aiming to mitigate the instances of patients resorting to emergency services.

FTEs Supported:

Registered Nurses (FTE)

Nurse Practitioners (FTE)

​

Channels Supported:

24/7 Inbound/Outbound Calls

Regions Supported: United States

06

Cenpatico Behavioral Health

Within Centene's domain, Cenpatico was integrated to bolster behavioral health support for its members. This move ensured members had swift, under 30-second wait times to connect with clinicians 24/7, addressing and reducing critical mental health incidents

FTEs Supported:

Licensed Social Workers (FTE)

Licensed Therapists (FTE)

Psychologists (FTE)

Behavioral Health Techs (FTE)

​

Channels Supported:

24/7 Inbound/Outbound Calls

Regions Supported: United States

07

Square / Block

Square is fervently committed to economically uplifting the communities it serves, prioritizing marginalized groups. Its flagship service is its renowned mobile payment processing capability.

FTEs Supported:

Multi-Tier Support Advocates (FTE/BPO)

Risk Advocates (FTE/BPO)

​

Channels Supported:

Inbound/Outbound Calls

Live/Offline Chat

Email/Ticket Support

Regions Supported: Global (AMER, APAC, EMEA)

08

Weebly eCommerce

Previously an independent e-commerce-centric web hosting entity, Weebly enabled users to effortlessly design online stores. Acquired by Square in 2018, it seamlessly blended into the Square ecosystem by 2019. The pandemic further underscored its relevance, with Square-Weebly virtual storefronts seeing a surge as businesses transitioned online.

FTEs Supported:

Multi-Tier Support Advocates (FTE)​

Technical Support Advocates (FTE)

​

Channels Supported:

Inbound/Outbound Calls

Live/Offline Chat

Email/Ticket Support

Regions Supported: Global (AMER, APAC, EMEA)

09

Splunk

Splunk stands out in its niche of deciphering, overseeing, and showcasing machine-generated data. It's an indispensable tool for a multitude of prominent enterprises, safeguarding their data infrastructure against both virtual and tangible threats.

FTEs Supported:

Support Advocates (BPO)

Technical Engineers (FTE)

​

Channels Supported:

Backoffice

24/7 Support Tickets

Inbound Calls

Regions Supported: Global (AMER, APAC, EMEA)

10

TikTok/ByteDance

TikTok, a global titan in the realm of social media, champions fostering creativity among its vast user base. Beyond just entertainment, TikTok develops a suite of tools catered for business needs. It boasts a staggering monthly user count surpassing 1 billion.

FTEs Supported:

Multi-Tier Support Advocates (FTE/BPO)

​

Channels Supported:

Outbound Calls

24/7 Live Chat

Email/Ticket Support

Regions Supported: Global (AMER, APAC, SEA, EMEA)

remoteWFM | Revised April 2023 | Thank you for visiting our site! 

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