Workday Operations & Staffing 

• The mid shift in some teams is key, as it provides a crucial agent overlap during core business hours, which dramatically improves our ability to handle call volume and support our team.

• As much as we wanted to give two consecutive days off for all specialists, the plotted schedule is designed to provide consistent and to ensure more agents are on duty during our busiest times and to ensure less unanswered calls.

• To practice fairness, every agent gets, with the schedules rotating every month so that everyone gets a turn with a traditional weekend.