WFM Survey

Job Roles and Backgrounds of WFM Professionals

SWPP conducts a survey each quarter on critical workforce planning topics. These results will be published in upcoming issues of On Target, as well as on the SWPP website in the members-only Library section. You may fax this page to 615-352-4204 or fill in the survey online at www.swpp.org.

The focus of this survey is job roles and backgrounds of workforce management professionals. Responses to the first two questions will allow us to segment the answers by size and type of call center to contrast and compare workforce management practices. Survey results will be completely anonymous.

  1. How many agents are in your call center?
    Under 50
    50 – 100
    100 – 200
    200 – 300
    300 – 400
    Over 500
  2. What industry do you represent?
    Telecommunications
    Travel
    Financial
    Insurance
    Utility
    Retail/Catalog
    Government
    Health Care
    Outsourcer
    Other
  3. What is your job title? (Select closest match)
    Vice President
    Director
    Manager
    Supervisor
    Workforce Manager
    Workforce Analyst
    Consultant
    Other:
  4. What is your highest level of education?
    High School Diploma or GED
    Some college
    College Degree
    Major emphasis: ___________________________
    Graduate Degree
    Degree: _________________________________
  1. What is your gender?
    Male
    Female
    Choose not to answer
  2. How long have you been in a workforce management role or responsible for workforce management activities?
    Less than 1 year
    1-3 years
    5-9 years
    10+ years
  3. What duties do your perform within the workforce management team? (Check all that apply.)
    Forecasting
    Scheduling
    Intra-Day management
    Management of the WFM team
    Other analytical duties (reporting, ACD maintenance, etc…)
    Manage other teams in addition to WFM
    Manage a team of agents
  4. Are you responsible for one site or multiple sites?
    Single Site
    Multiple Sites
  5. What job in the call center did you hold prior to joining the workforce management team?
    Front line agent
    Team Lead
    Supervisor
    Analyst
    Other _______________________________
    Never worked in a call center before

Respond and Win!

Not only will you receive a report of our findings, but you’ll have a chance to win a free SWPP Membership for responding to the survey. Please return to SWPP by April 15, 2013, 2013. Congratulations to Shirley Monahan of Southwest Airlines, who won a free SWPP Membership last quarter for completing the SWPP survey.

Name ______________________________________________________________________________________

Company____________________________________________________________________________________

Email Address_________________________________________________________________________________