How Bad Scheduling Leads to Call Center Mandatory Overtime l Tipsy Thursday EP 105

Tired of being forced into mandatory overtime in your call center? And it’s not just “the nature of the job.” The real reason often comes down to bad scheduling and poor Workforce Management (WFM) decisions.

In this Tipsy Thursday episode, Juanita Coley sits down with Frank Smith to unpack why call center overtime keeps happening and how better WFM planning can prevent it. From forecasting misses to scheduling gaps to lack of communication between WFM and operations, you’ll learn what really drives mandatory overtime — and how to fix it.

What you’ll discover in this episode:
Why bad WFM scheduling creates burnout and mandatory overtime.
How better forecasting and planning reduce forced OT.
The common myths about WFM that keep call centers stuck.
Why collaboration between operations and WFM teams is key to fair schedules.
How good project planning prevents chaos, delays, and overtime in the first place.

👉 Take your WFM game further:
Go Beyond Score: https://www.wfmgobeyondscore.com
Juanita’s Book Bundle: https://www.wfmgobeyond.com/bookbundle
SRC Resources: https://src-resources.com

Subscribe now — don’t just work longer hours, learn how smarter WFM can stop call center overtime before it starts.

Timestamps:
00:00 – Intro
00:35 – Guest Introduction: Frank Smith (Google Ops Center)
01:20 – How Frank Discovered Workforce Management
02:40 – Early Lessons in Forecasting & Scheduling
03:50 – The Real Problem with Bad Scheduling
04:30 – How Poor WFM Causes Mandatory Overtime
05:15 – Biggest Misconceptions About WFM
06:10 – Tips for Ops Leaders & WFM Teams

#workforcemanagement #callcenter #mandatoryovertime #forecasting #badscheduling