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

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