Challenge

The operation experienced a consistent surge in customer volumes during lunch and dinner peak hours, creating pressure on workforce allocation and overall queue management. The sudden rise in demand during these intervals affected SLA performance and made it difficult to maintain operational consistency throughout the day.
Existing staffing structures were not flexible enough to absorb sharp fluctuations in traffic, especially during dinner peaks where the majority of customer volumes were concentrated. This created a requirement for a workforce model that could respond dynamically to changing demand patterns without significantly increasing operational overhead.

Opportunity Areas

The operation required a more scalable staffing structure that could improve responsiveness during high-volume periods while maintaining productivity and adherence levels across teams.
Key focus areas included:
Improving staffing flexibility during peak intervals
Maintaining login adherence across shifts
Reducing pressure on queues during dinner peaks
Improving workforce utilization and productivity
Building a sustainable staffing support model for fluctuating demand

Solution

To address the operational challenges, a part-time staffing strategy was introduced to improve workforce flexibility during high-demand periods. The model focused on deploying locally stationed employees during peak intervals to strengthen support availability without overextending the full-time workforce.
Additional shifts and logins were planned using historical traffic trends, allowing teams to proactively prepare for expected volume spikes. 
The operation also focused on maintaining strong adherence across all planned shifts to ensure workforce availability during critical hours.

The staffing strategy included:

• Hiring locally stationed employees to support peak-hour operations

• Planning additional logins based on historical traffic patterns

• Maintaining consistency in login adherence

• Introducing part-time staffing as nearly 15% of the total workforce mix

• Deploying additional workforce support specifically during dinner peak hours

Outcomes

The revised staffing structure improved operational stability during high-volume intervals and created a more balanced approach to workforce management.
The initiative delivered the following outcomes:

• Achieved 98% staffing adherence month-on-month

• Improved productivity per agent during peak intervals

• Balanced nearly 85% of dinner peak queue volumes through part-time staffing support

• Improved queue handling consistency during surge periods