Managing the Daily operation: The Ro operation consists of three channels of member contact: email, phone, and SMS. All 25 member experience coordinators are trained to answer emails and phone calls, and half of the coordinators are trained to respond to SMS requests. Each coordinator is scheduled for a 45-minute lunch and 15-minute break each day. In addition to operational time and breaks, coordinators are sometimes scheduled out of the operation to attend meetings and performance conversations. In the event that our Care team receives higher phone volumes in the afternoon than anticipated, what steps would you take to balance capacity and what factors would you consider? Please detail your approach to the problem, any additional information you would need, and your proposed plan.
