Back-Office Workforce Management

QStory’s Back-Office Workforce Management software brings the same precision and agility of contact center WFM to back-office teams. It enables accurate forecasting, dynamic scheduling, and real-time optimization for non-customer-facing functions. The platform helps unlock hidden capacity, reduce overtime, and improve productivity while maintaining service levels and operational control.

Features

• Forecasting & Scheduling: Applies proven WFM techniques to back-office workloads.
• Real-Time Optimization: Automatically reallocates resources based on live demand and schedule gaps.
• Employee Engagement Integration: Empowers back-office staff with flexible scheduling and autonomy.
• Performance Reporting: Tracks productivity and operational metrics to guide leadership decisions.
• Cross-Team Flexibility: Bridges front-line and back-office teams for resource fungibility.

Capabilities

• Backlog Management: Uses quiet periods to clear tasks without impacting service levels.
• Automated Admin: Reduces manual scheduling and approvals for team leaders.
• Scalable Architecture: Integrates with existing systems and scales across departments.
• Operational Alignment: Ensures back-office efforts support broader business goals.

Benefits

• Efficiency Gains: UK banks have reported saving up to 75 hours of overtime weekly and unlocking 36 hours of extra capacity daily 1.
• Improved Morale: Transparent performance tracking and flexible scheduling boost team satisfaction.
• Cost Reduction: Optimized resource use lowers shrinkage and cost-to-serve.
• Strategic Focus: Frees leadership to concentrate on high-impact metrics and behaviors.