1. Schedule Alignment: The Ultimate Tetris Game
Jeff Bretana, Navy Federal Credit Union
Marshall Lee, ADP``

2. Jeff Bretana Biography
Business Operations Analyst III/Navy Federal Credit Union
10 Years Workforce Management Experience
6 Years Experience with Staff Planning/Annual Financial Planning
2013 Finalist for SWPP’s Workforce Planning Professional of the Year
Member of SWPP’s Board of Advisors
BS in Management from The Florida State University

3. Navy Federal Credit Union
Founded in 1933 with 7 members
Nearly 6 million members at close of 4th quarter 2015
Over $73.3 billion in assets at close of 4th quarter 2015
Eligibility includes Air Force, Army, Coast Guard, and DoD in addition to Navy and Marine Corps
Ranked on Fortune’s list of “100 Best Companies To Work” in 2015 and five of the past eight years
Approximately 3000 Contact Center agents across 4 locations
Multiple skills with majority of volume operating 24/7/365
Multiple channels with inbound/outbound calls, s, and chat
Visit for more details

4. Marshall Lee Biography
Service Center Manager II Workforce Operations ADP
15 Years Management Experience
10+ Years Contact Center Experience
Charitable Resource Foundation
Charter Communications
SHPS Human Resource Solutions
Carewise Health
ADP
Contact Center Experience Training/Management/WFM

5. ADP National Accounts Participant Service Centers
• Fortune 500 Ranked 243 (2014)
• Forbes® Global 2000: Ranked 386 (2014)
• Revenues: More than $10 billion in fiscal 2014
• Pays 1 in 6 US Workers
• Number of Employees: 52,000 worldwide
• Largest Provider of HR Services in North
America, Europe, Latin America, and the
Pacific Rim.
National Accounts Services
Health and Welfare
HR/Payroll
Spending Accounts
FSA; HSA; HRA; Commuter
COBRA
Direct Bill
Leave Administration
Tuition Reimbursement
Total Rewards
Dependent Audit Services
Advocacy
1,400 Permanent Seats Supported
650+ Seasonal Seats Supported
Virtual
24/7

6. Why Tetris ? Workforce Management is fitting The pieces together.
Workforce Planning is seeing What is happening now – looking to what is next
Why Tetris ?
Workforce Management is fitting
The pieces together.

7. The Pieces Forecasted Elements Low Employee Satisfaction
Shift Alignment
Time Off
Absences
Shift Events
Activities
Leave Types
Low Employee Satisfaction
Scheduling Flexibility
Work & Life Balance
Emotional Health
No ability to communicate agent shift needs or break needs to Workforce Management
No forums, surveys, or any means of communication between parties
Workforce Management stuck with puzzle pieces that don’t fit
Can only use standard 8 hour shifts to cover dynamic needs
Overall acceptance of “Status Quo”
No investigation into how to match agent needs with Workforce Management needs

8. Cultural Challenges I like the way it is now.
Standard 5x8 schedules with only a few 4x10 opportunities
Two break options: “standard” or “optional” 45-15
Low employee satisfaction survey scores
High staffing shrinkage
Limited ability for Workforce Management to meet workload demand using creative shifts
Rigid shift generation process
No flex options from “norm”
Shift bidding may have a negative connotation
Seniority Culture
Life Challenges

9. When the pieces fall in the wrong way and don’t align
Change The Conversation Make it about: Agent Satisfaction Culture Flexibility Empowering Management … and demand staffing.

10. Education
Answer Why Before Hand!

11. Communication
What is your message What is your Process What keeps it Fair Why do we do these “alignments”

12. Practical Challenges Practical Solutions
Process
HR Needs
Shrinkage
Expectations
Systemic
Change Restrictive
Solutions:
Definition/Consistency
HR-relationship
Occupancy Modeling
Own Them
Guide Them

13. Creative Shifts Options

14. Any other variation that get’s us coverage and the agent their hours.
New Shift Options
Compressed Work Weeks (4x10, 3x12 1x4, 2x12 2x8)
One Half Day (4x9 1x4)
Fixed Weekends Working with Paired Days Off
Split Shift
“Slant” Ex: Mon 10hr Tues 9hr Wed 8hr Thur 7hr Fri 6hr
“Curve” Ex: Mon 6 Hr Tues 8hr Wed 10hr Thur 10 Fri 6hr
“Split” MTWRF 8am-12pm and 6-10pm
“Flex” Any Variation with flexible start times
“Traditional” 5x8 Starting on 15 minute variations
“Spaghetti” “We need these hours covered when do you want to work?” AKA Everything goes …
Any other variation that get’s us coverage and the agent their hours.

15. Survey Method
Begin with demand staffing model how many you need at the interval level.
Identify current gaps.
Create shifts/work patterns that address those profile needs.
Survey the staff:
Do any of these options appeal to them ?
What do they like or not like?
Tell them to think of options?
Ask about overall current satisfaction.
Survey again
Ask for options they would like to see

16. Employee Schedule Survey 1: Please Rank each statement 1-5
Employee Schedule Survey 1: Please Rank each statement being your least agreement and 5 being your highest agreement. I am willing to work a different time each day but want the same schedule week to week I am willing to work different schedules weekly if my daily schedule is consistent. Scheduling is a major factor in job satisfaction for me. I would be willing to work longer days part of the week in exchange for shorter days another part of the week. I would consider split shifts. I prefer to work nights. I prefer to work weekends I prefer to work morning. I prefer to work afternoons. I prefer to work different times of the day throughout the week. I would work a flex schedule where I did not know my hours until 2 weeks in advance. I would be willing to work 40% of my schedule at times that were not my preference (16 hours) if I could guarantee 60% of my hours (24) and off time weekly.

17. Employee Schedule Survey 2: Number the following schedules you would be willing to work in order from 1-5: __Alt A Description Below __Alt B Description Below __Alt C Description Below __5x9 10:15 __5x9 11:30 __Traditional Shifts __8:00am 5x8 __8:15am 5x8 __9:15am 5x8 __9:30am 5x8 __10:00am 5x8 __10:30 5x8 __11:30 5x8 Alt A: 8am 10 hours M 8am 9 Hours T 8am 8 Hours W 8am 7 Hours R 8am 6 Hours F Alt B: 9:30am 10 MT 11:30am 8 Hours W 1230pm 6 Hours R/F ALT C: 9am10 hours M 9am 9 Hours T 9:30 8 Hours W 9:30 7 Hours R 9:00 6 Hours F I would be willing to willing to participate in the “Name your Schedule” process? ___

19. New Break Options
Expanded break options from 5 to 14 different options
Most Popular New Options:
30 minute meal with three 10 minute breaks
60 minute meal with two 15 minute breaks (work 30 extra minutes/day)
Two 15 minute breaks and no meal (work 30 fewer minutes/day)
One 30 minute meal with no breaks (work 30 fewer minutes/day)
Wider variety of options for agents working 10 or 12 hours
Additional break options for this group translated to increased acceptance of these new shift types

20. Integration Bid Integration: Bid on the new shift/work pattern types.
The unique ones …
Then re-assess coverage needs based on new shift alignment.
Name your shift:
Identify areas that need coverage.
Associates then choose when they want to work in a submission/negotiation process.

21. Performance or not?

22. Vacation Bidding ?

23. What about One Offs:
FMLA
LOA
ADA
Labor Laws
HR Policies
Practices

24. Questions? Jeff Bretana Navy Federal Credit Union
Phone: (850)
Marshall Lee
Carewise Health
Phone: (480)