Early in my career in WFM I was a stickler for the rules. Agents were required to give one month’s minimum notice to take vacation. Breaks were scheduled and any schedule inadherence could not be tolerated. All requests for any changes to schedules were to be booked before schedules were finalized and needed to be approved by the Supervisor.
Hiring decision are based upon gut feel and knee jerk reactions, or simply replacing attrition – not on future forecasts of demand and our ability to meet that demand
Our standard response to missing service levels is to simply hire more staff