Projects
Shared Savings from Staffing Models
Project Detail
Client: Ecova, Inc. – a leader in Energy Management
Business Area: Energy Monitoring and Optimization Contact Center
Opportunity: A contact center with strong seasonal work variation needed to right-size staffing for workload
Approach: Led a Lean Engaged Team Performance effort to optimize labor efficiency:
- Deployed a self-reported time study to measure all work types
- Developed a staffing model based on time study standards
- Reorganized into Client Focused Teams for cross-functional coverage
- Realigned individual work schedules with by-the-hour load projections
- Aligned annual hiring and training plans with workload variation
- Reduced staffing through attrition in off-cycle seasons
- Implementation Partners’ fee structured as a portion of the savings
Results: $530,000 per year in improved labor efficiency
