About the service
I set up automatic shift schedule generation for call center operators end-to-end — not a template schedule copied from last month, but a schedule built on real call dynamics. The basis is a forecasting model that analyzes historical call data by hours: weekdays and weekends, seasonal spikes, advertising campaign launches, quiet periods after holidays. The output is an hourly picture of expected load for the entire week ahead.
From this forecast, the schedule itself is built. During peak hours, a minimum necessary number of operators is guaranteed to come so that client wait time doesn't grow, and during quiet hours the shift composition is reduced — the company doesn't pay idle employees for nothing. Shifts, breaks, and shift changes are formed automatically, and the schedule is recalculated as new call data arrives, so the system doesn't get stuck on three-month-old assumptions.
I separately build in manual correction: a supervisor can manually adjust any shift — sick leave, urgent campaign, force majeure — and this doesn't break the rest of the plan.
What is included:
— model of hourly load forecast based on your data;
— auto-generation of schedule with minimum operators at peak;
— manual correction tool for supervisor;
— report on actual load coverage.
From this forecast, the schedule itself is built. During peak hours, a minimum necessary number of operators is guaranteed to come so that client wait time doesn't grow, and during quiet hours the shift composition is reduced — the company doesn't pay idle employees for nothing. Shifts, breaks, and shift changes are formed automatically, and the schedule is recalculated as new call data arrives, so the system doesn't get stuck on three-month-old assumptions.
I separately build in manual correction: a supervisor can manually adjust any shift — sick leave, urgent campaign, force majeure — and this doesn't break the rest of the plan.
What is included:
— model of hourly load forecast based on your data;
— auto-generation of schedule with minimum operators at peak;
— manual correction tool for supervisor;
— report on actual load coverage.
