WorkFlex Solutions, a provider of call center workforce performance management and coaching solutions, has just launched a new product that enables call center operators to increase call-handling capacity for planned demand-spike periods without needing to hire temporary staff.

The new WorkFlex Scheduler enables agents to identify availability for overtime hours through a Web portal. By using real-time decision making and flexible communication methods, agents can optimize overtime scheduling.

“Auto-optimization of the overtime scheduling process can significantly improve the ability of call center operators to accommodate anticipated increases in seasonal call volume and from new marketing campaigns and promotions,” said Larry Schwartz, CEO of WorkFlex Solutions, in a statement.

“WorkFlex Scheduler enables workforce administrators to easily configure rules that define how overtime should be optimally assigned, saving countless hours of analysis and manual system updates while assuring full regulatory and contractual compliance,” Schwartz added.

WorkFlex Scheduler is the third workforce management solution released by the company and the software applies real-time supply chain concepts to automate the intraday staffing process.

Furthermore, WorkFlex Alert monitors key intraday utilization and performance indicators, as well as automatically alerting agents and supervisors of issues and corrective actions that need to be taken.

WorkFlex Solutions is a partner of Contact Center Network Group (CCNG) that connects people who lead and run contact centers to those who develop more effective ways to improve performance and deliver excellent customer service by sharing insights, ideas, and best practices between peers and top professionals.

“The ability to incorporate agent preferences into the overtime scheduling process is a huge advantage as we hear from members and will be mutually beneficial for agents and their employers,” according to David Hadobas, president and CEO of CCNG. “Coupling extra wage-earning opportunities with flexible scheduling and real-time communication will drive positive employee satisfaction and can significantly reduce agent attrition.”

A recent article on TMCnet revealed that performance management and coaching is about ensuring that all the employees within the organization have the tools they need to succeed.

Effective performance management and coaching must begin with the right culture, as well as have an extremely supportive upper management team, the report said. In addition, coaching must not only be provided to senior executives, but should be provided throughout the entire organization so everyone remains on the same page.