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Schedule 2025

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Session 603: It's Not a Headcount Problem, It's a Workforce Planning Problem

Juanita Coley  (CEO, Solid Rock Consulting)

Sabina Onwuka  (Head of Customer Services, London Borough of Barking & Dagenham)

Date: Thursday, October 30

Time: 4:00 pm - 5:00 pm

Pass Type: Core Pass, Premier Pass, Premium Learning Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: TBD

Still missing your service levels, even after begging for more headcount? You’re not alone. But here’s the thing: throwing bodies at the problem won’t fix a broken workforce foundation.

In this painfully honest (and slightly hilarious) session, we’ll break down why your operation might be stuck in a cycle of overstaffing, burnout, and chaos, and how to finally break free.

We’ll cover:

• Why your forecast keeps lying to you
• The real reason your intraday plans fall apart by lunch
• How to stop “pressing buttons” and start building strategy
• And yes… the magic of skill optimization, AI-routing, and real-time agility (without the buzzword bingo)


Takeaway

Identify the root causes behind staffing challenges such as inaccurate forecasts, broken intraday plans, and reactive scheduling that lead to inefficiency.
Discover practical strategies to move beyond firefighting, including how to shift from button-pushing tactics to strategic workforce management.
Learn how to leverage skill optimization, AI-routing, and real-time agility in a realistic, no-hype way to build a resilient and scalable workforce model.