My motto is #KeepitSimple, and comes from the understanding that when things become overly complicated, control and accuracy slip away, and the ability to connect the dots fades. Simplicity keeps us agile and focused, making it possible to manage even the most complex challenges without losing sight of what truly matters. This philosophy is at the heart of everything I do in Workforce Management.
My Journey with Workforce Management Began in a Greek Restaurant Kitchen
My relationship with planning began early, back when I was 13 and working in my family’s restaurant in Greece. Even then, I learned that running a restaurant is all about anticipating and adapting to demand. We’d carefully analyze data from past weeks to forecast orders and decide which ingredients to stock up on, making sure nothing went to waste and that we were prepared for both our regulars and any unexpected rushes. Timing was crucial - we had to plan when to start cooking each dish so that meals arrived hot and fresh, ensuring our customers never waited too long.
Each day was a plan-schedule-execute cycle, and as I now realize, Workforce Management (WFM) is built on these same principles. From forecasting demand to scheduling and tracking in real time, the skills I developed back then are the foundation of effective WFM today. Just as in the restaurant, great WFM is about aligning resources with customer needs, balancing efficiency with quality, and making adjustments as you go.
Through this blog, my goal is to demystify WFM and make these skills accessible, so you can build a support team that delivers every time. Here, you’ll find practical advice, real-life examples, and templates - whether you’re setting up a new customer support function or enhancing an existing one. I’ll share insights on forecasting demand, mapping workloads, tracking performance, and handling real-time adjustments, just like we did in that busy kitchen years ago.
So, welcome to the WFM Geek Blog! Workforce Management doesn’t have to be overwhelming; with the right approach, anyone can master the art of aligning people, time, and demand. Let’s dive in and make WFM work for you!
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