Internal Applications Request Form
Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
As a team support supervisor, having to manage multiple team support queue agent assignments prevents team support from being able to reallocate resources efficiently and timely to support the case volume by region. This results in costly time delays and subsequently poor client experience for team support clients. If we were able to reduce the omnichannel queues to one queue, resource allocation will be responsive to the needs of the clients submitting requests while maintaining regional agent expertise with skill based routing.
| Impact - Which group does this impact? | Payroll Operations |
|
Background Information
Currently with the inability to have multiple agents per queue and continuous shifting team payroll support needs, moving employees from region to region is not sustainable. |
|
|
Impact - Processes
|
|
|
Stakeholders - Accountable
Abigail Monroe, Selisha Terrance, Sandra Carr, Lisa Crandall |
|
|
Stakeholders - Consulted
Alexandra Stamper, Mike Sammon, Kenn Johnson |
|
|
Risk
We have service failures, missing payrolls, and client communication failures for support. Limited supervisor/manager access to reallocate the cases from queue to queue. Employee attrition rates. |
|
| Risk Frequency | 5 Rampant: Once to several times a day |
|
Opportunity
Resource allocation will be responsive to the needs of the clients submitting requests while maintaining regional agent expertise with skill based routing. Improving employee attrition rates and client attrition. |
|
| Opportunity Frequency | 5 Rampant: Once to several times a day |
| Impact | 4 Affects Productivity to client / Major risk avoided Major Opportunity achieved |
| Strategic Initiative | HCM/Payroll Optimization |
| Delivery Date | Aug 18, 2023 |
| Implementation Strategy | All at once |
