Introduction
Effective workforce management is essential for organizations to balance service quality, productivity, and cost. Many large service-driven operations struggle with stagnant productivity, inefficient scheduling, and inconsistent KPIs. Burnie Group helps organizations overcome these challenges by optimizing operational processes, strengthening forecasting and scheduling, and enhancing employee capability and engagement. Our approach frees employees from non–value-added tasks and aligns their time to what matters most: delivering exceptional customer experiences while improving performance across the organization.
Building Workforce Management
Our Workforce Management offering helps clients achieve:
- Optimized efficiency and reduced cost of delivery by matching labor supply precisely to customer demand
- An agile workforce achieved through organizational restructuring, skill realignment, and better management of full-time and part-time employee mix
- Improved organizational capacity by identifying and putting latent capacity (surplus hours) to productive use each week
- Enhanced customer service and sales effectiveness by properly allocating resources to critical customer-facing activities
- More accurate demand forecasting and optimized scheduling through the deployment of effective workforce management tools
Our approach
Burnie Group improves Workforce Management through four focus areas: Process, Planning, People, and Performance.
Process
We define and optimize the work that needs to be done – what activities occur, how they are performed, and how long they should take. Our approach involves process mapping, establishing standard times and operational metrics, and ensuring accurate data capture across both production and non-production work. We also identify and eliminate non–value-added activities and sources of waste to improve efficiency and consistency.
Planning
We help organizations accurately forecast demand and align workforce capacity to meet it. Volume forecasting is based on historical trends and business drivers, while labor requirements are calculated through capacity planning to develop detailed resource plans. Effective capacity coordination allows teams to resolve capacity constraints by redeploying surplus staff to areas of high demand, maximizing utilization and flexibility.
People
We optimize workforce structure, skills, and engagement to ensure employees are set up for success. This includes defining clear roles and organizational structures, balancing the full-time and part-time mix, aligning skills to work, and implementing daily management routines such as team huddles and visual boards. We also enable data-driven one-on-one coaching to address performance gaps and build capability.
Performance
We embed analytics, metrics, and governance to sustain improvements over time. This includes tracking key indicators such as scheduling efficiency, productivity, and unit cost, supported by clear dashboards and performance management routines that drive accountability and continuous improvement.
Our capabilities
We offer services for optimizing workforce management:
- Forecasting and Predictive Modeling: Developing accurate call volume and Average Handle Time forecasts using historic demand, trends, and external factors
- Scheduling Optimization: Designing optimized schedules and full-time/part-time mix aligned to customer and business demand, particularly during peak times, rather than traditional 9 to 5 staffing
- Capacity Management: Calculating future labor needs, managing shrinkage, and using levers such as hiring, training, or outsourcing to meet demand
- Organizational Design: Defining roles, optimizing managerial spans of control, and consolidating workstreams to achieve scale and flexibility (e.g., blended queues, cross-skilling agents)
- Process Efficiency: Redesigning and streamlining workflows, removing waste, and ensuring employees focus on value-added activities
- Performance Monitoring: Implementing KPI dashboards, daily management systems, and performance routines to drive consistency and accountability
Why choose Burnie Group
- We create proven cost and productivity impact through practical workforce management solutions, and our approach can cover the full project lifecycle, from diagnostics and design to implementation and ongoing sustainment
- Our methodology is data-driven and fact-based, leveraging operational metrics, real-time insights, and transparent KPIs to guide decisions and measure success
- We bring practical, operator-led experience, with consultants who understand how work is actually done in complex service environments, ensuring solutions are not just theoretical but fully executable
- We deliver sustainable results by embedding governance structures, leadership routines, and transferring capabilities to your teams, ensuring improvements last long after implementation
- Our solutions are agile and scalable, designed to adapt seamlessly to changing demand, growth, and evolving business priorities
