Service / CX Manager
Pain
SLA broken at peaks and idle time at valleys.
Value
Headcount by interval, with target SLA.
Healthcare · Contact center and telemedicine
Workforce sizing for contact centers and telemedicine.
Scheduling, authorization and telemedicine run on demand that varies every interval. VMARSAN sizes with Erlang, target SLA and shrinkage control.
Context
The headcount the queue requires, in the interval it happens.
In contact centers, sizing by the average creates queues at the peak and idle time at the valley. Correct sizing starts from the intraday curve and uses queueing models (Erlang C and A) to deliver service level with the smallest headcount.
Shrinkage (vacation, breaks, training, meetings) is usually between 25% and 35% and must be absorbed without breaking SLA.
SchedulingAuthorizationTelemedicineErlang C/ASLAShrinkage
Deliverables
- Erlang sizing with target SLA (e.g., 80% in 20s) per interval
- Shift grid based on the intraday and weekly curve
- Shrinkage management and schedule adherence
- SLA versus cost scenario simulation on the same screen
- Capacity planning for telemedicine and seasonal peaks
- Coverage indicators, cost per productive hour and overtime
Decision-makers
Telemedicine Coordinator
Pain
Unpredictable demand and fixed capacity.
Value
Capacity planned by demand curve.
CFO / Finance
Pain
Service cost without per-scenario visibility.
Value
SLA versus cost, simulatable.
Credentials and trust
What backs our delivery.
15+ years
of practice in workforce sizing, scheduling and labor rules across people-intensive operations.
SYDLE ONE
as a partner platform: BPM, low-code and enterprise integration in a single base.
Boutique
deep consulting from diagnosis to go-live, no generic off-the-shelf software.
We work under confidentiality.
We operate where data privacy is non-negotiable. We do not disclose clients without express authorization. What we offer is a direct conversation about your context and a simulation of what would be possible in your operation.
Deliver SLA with the smallest possible headcount.
Talk to VMARSAN or simulate the impact on your operation.
Talk to VMARSAN
Get an initial assessment on Workforce Management, team sizing and schedule operations.
Send your message
Other ways to reach us
contato@vmarsan.com
Phone
(11) 94452-6146
1
Initial conversation
We understand your operation context and the most critical points.
2
Consultative diagnosis
We map demand, stations, rules and Workforce Management opportunities.
3
Structured proposal
We present approach, scope and implementation method on SYDLE ONE.
4
Assisted rollout
We run the project with consulting, parametrization and a supported go-live.