Your Workforce Management Team
Done Right, Done with You.
WFM Navigator™ delivers expert forecasting, scheduling, and intraday management so your leaders can focus on strategy, CX, and results!
When You Need Results,
Not More Uncertainty
Growing contact centers often reach a point where:
✅ Demand is increasin
✅ KPIs are slipping
✅ Your team is stretched thin
✅ You can’t hire fast enough
Navigator plugs in instantly with a fully-built WFM function, without you managing hiring, training, or turnover.
Predictable performance. Lower cost. Happier employees & customers.
What’s Included
People
We don’t just staff a WFM team, we build a workforce engine.
Includes:
Structure – Clear roles, accountability, and reporting lines so decisions are fast and ownership is defined.
Skill – Analysts and command-center experts with the technical, analytical, and domain knowledge to deliver results.
Scale – A flexible resourcing model that expands or contracts with volume, channel mix, and business growth.
Strategic Alignment – WFM positioned as a strategic business partner, connecting staffing decisions to CX, EX, and financial outcomes.
Process
WFM Powered by PROVEN Frameworks and methodologies that turn insight into impact.
Includes:
Long-Range Planning – Aligns demand trends with corporate budgeting & hiring strategies.
Capacity Planning – Converts demand scenarios into optimized, cost-aligned staffing models.
Short-Range Forecasting – Interval-level precision so schedules match what’s actually needed.
Scheduling Strategy – Skill-based staffing, shift optimization & flexible patterns that support CX + EX.
Intraday Management – Real-time adherence, queue control & tactical levers that protect service outcomes.
Reforecasting Cadence – Continuous adjustments based on real-world variance to maintain control.
Governance: WTW + F&S – Weekly Win-the-Week and Forecast & Schedule alignment sessions that drive accountability.
Outcome: A living WFM discipline where every action — planned or reactive — is structured, measured, and tied to business results.
Platform
Technology isn’t enough, it must enable the discipline.
Includes:
Process-Aligned – System configuration that enforces best practices for forecasting, scheduling, intraday, and reporting.
Scalable – Built to support multi-site, remote, outsourced, and global operations without gaps.
Integrated – Data flows seamlessly with CRM, HRIS, payroll, ACD/telephony, and analytics — no workarounds.
Adoptable (UX) – Easy for leaders and agents to use — including mobile and self-service capabilities that boost engagement.
Efficient – Automation and real-time insight that reduce manual effort and accelerate action.
Our team blends the discipline and the technology, so every staffing decision supports CX, EX, and profitability.
Dedicated Team Model
You don’t get “support”… you get ownership.
Forecast analyst
Schedulers
Intraday Real Time Analyst
Account manager
Backed by senior WFM leadership & access to platform experts for various WFM tools.
3-Step Onboarding:
1️⃣ Align — We define goals, metrics, governance, and team expectations
2️⃣ Deploy — We take over forecasting, scheduling & intraday operations
3️⃣ Optimize — Weekly reporting + continuous improvement
90-Day Transformation Guarantee
If you’re not seeing measurable improvements in the first 90 days, we work for free until you do.*
Real Results — Fast
Clients typically see:
👉 20–40% improvement in schedule utilization
👉 Reduced OT + burnout through better planning
👉 Higher service consistency even during disruption
👉 Leadership time restored to drive strategy
“Navigator gave us a WFM Command Center overnight. We went from reactive to in control and our SL AND Occupancy shows it. We went from 18% Occupancy to 54% in 90 days while maintaining SL.”
CX Director
Healthcare
Who It’s Best For
✅ Growing organizations without WFM
✅ Teams with turnover or skill gaps
✅ Leaders preparing for expansion or new channels
✅ Contact centers wanting predictable performance
Not for:
❌ Leaders wanting “set it and forget it”
❌ Teams unwilling to operate to management discipline
Navigator is for those accountable to results.
Choose what fits your business:
🎯 Full Outsource — We run all WFM functions under your brand
🎯 Hybrid — We partner with your existing team
Scale effort without scaling headcount.
Limited Availability
We only take 5 Navigator clients at a time to ensure depth of support. Currently onboarding: 2 openings left for Q4 ✅
