Level 1 Process Templates

Sample SOPs for Level 1

This packet turns the rhythm from Section 7.8 into three one-page SOPs you can run on Monday. They are instruments, not paperwork: light, repeatable, and written in the language of the floor. Map them directly to the cadence — week → day → interval — so the same work happens the same way twice.

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SOP 1 — Weekly Forecast || v1.0 | 2024-01-15

Purpose — Give Scheduling a believable 15–30 minute picture they can build around.
Owner — Forecast lead (name/role)
Cadence — Publish Thu 15:00 for next week
Inputs — Last 4 comparable weeks by day/skill/channel; known events (campaigns, outages, holidays); current AHT trend.

Steps

1. Pull interval arrivals and AHT; smooth obvious anomalies.
2. Annotate known events (e.g., "Tue 12:00 email drop").
3. Set AHT assumption and note change vs last week (± mm:ss).
4. Compute required staff via Erlang-C for the service promise (e.g., 80/30).
5. Write two uncertainties (e.g., "Mon AHT may +0:20; Fri volume may −5%").

Outputs — One shared source-of-truth tab: Arrivals, AHT, Required Staff; plus a one-paragraph forecast note (events, assumptions, uncertainties).
QC — Spot-check two peak intervals; confirm metric definitions; verify no missing intervals.
Handoff — Tag Scheduling owner; attach note; archive as /Forecasts/Weekly/

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SOP 2 — Build the Roster || v1.0 | 2024-01-15

Purpose — Turn the forecast into seats and time with protections (breaks, coaching, training).
Owner — Scheduling lead (name/role)
Cadence — Post Fri 17:00
Inputs — Forecast tab (required staff); shrinkage policy (components + rates); coaching/training priorities; agent availability/preferences.

Steps

1. Apply shrinkage to required staff to produce scheduled staff by interval.
2. Place breaks away from forecast peaks; stagger lunches across the crest.
3. Block coaching/training windows; guardrail: keep unless two red intervals and occupancy above band.
4. Resolve conflicts and coverage gaps; document any manual overrides.
5. Publish the roster and a "what changed vs forecast" summary.

Outputs — Final roster (shared drive) + 7-day glance heatmap (coverage vs required).
QC — Two peak intervals meet SL with occupancy inside band; breaks do not stack; protected windows visible.
Handoff — Tag Real-time owner with protected windows and flex options.

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SOP 3 — Intraday Control || v1.0 | 2024-01-15

Purpose — Steer the next interval, not judge the last.
Owner — Real-time lead (name/role)
Cadence — Every 15–30 minutes
Inputs — Live SL and occupancy; roster/protections; micro-moves playbook; thresholds (e.g., SL < target two intervals; occupancy > band).

Steps

1. Read interval SL + occupancy.
2. If SL low and occupancy high, apply micro-moves in order:
   1. Reclaim one back-office task (pre-named agents).
   2. Nudge two breaks by 5 minutes.
   3. Unlock a small flex pool (pre-approved).
3. Keep coaching/training unless both thresholds trip; if canceled, re-book within 48h.
4. Log two variance intervals (what moved: arrivals, AHT, staffing) for the end-of-day review.

Outputs — Quick action log in the shared variance sheet (time, move, reason, result).
QC — No "break cliffs"; micro-moves precede cancellations; occupancy remains within band over the hour.
Handoff — Post end-of-day variance notes for the forecaster; tag Scheduling if protections were used.

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How to adopt this packet (one hour, no new tools)

• Create the three one-page SOPs in your shared drive; set owners and cadences.
• Add a single "variance log" sheet with columns: interval, lever moved (arrivals/AHT/staffing), action taken, outcome.
• Agree the guardrails once (SL threshold, occupancy band, abandon treatment) and reference them in each SOP.
• Version and archive: if it changed, increment the version; if it repeats, keep it in the SOP.

Governance in one line. If it changed the plan, it goes in the variance log; if it keeps happening, it becomes an SOP; if an SOP is ignored twice, fix the SOP or the goal.