Starter · Part of Workforce Management
Required vs scheduled headcount with variance + alerts
Live view of required vs scheduled coverage per LOB and interval, with alerts when variance crosses your threshold. Coverage gaps get fixed before the SLA slips, not after.
For the operator
The Required vs Scheduled view shows each LOB's demand curve from Demand Forecasting (23B) beside the actual scheduled headcount, broken out by interval, with variance and alert-trigger overlays. When variance crosses your alert threshold the planner gets notified — not a passive dashboard waiting to be checked. From the same view you can launch the gap-filling actions directly: post the open shifts to bidding, push intraday OT offers, request cross-site borrows.
Business impact
Coverage variance is the one metric that explains both sides of the BPO margin equation — under-staffing erodes SLA, over-staffing erodes margin, and the C-suite usually only sees the symptom in next month's review. Live variance with action paths embedded compresses the gap-to-resolution cycle from days to minutes and keeps both sides of the trade off the executive dashboard. It also gives finance a clean leading-indicator feed for the labour cost line, replacing the end-of-month surprise with a continuous signal.