Staffing Management – Page 7

August 3, 2020September 8, 2022

Retail workforce management practices that make employees stay longer

Retail workforce management can be difficult for managers in a high turnover industry. Keeping hourly employees interested and engaged in the job can be an ongoing struggle.

But retaining hourly retail employees a little longer can make all the difference in the success of a retailer. And certain workforce management practices can go a long way in making these meaningful improvements.

Also read: Give managers the time they need to sharpen up their all-around skills

Realize the customer isn’t always right, and act on that

Customer-facing jobs, especially retail, are difficult for employees when they’re expected to act like the customer is always right, said Robert Teachout, legal editor at HR compliance resource XpertHR. What can make a difference here is how managers act. One of the cardinal rules of management is, “Always have your employee’s back,” he added.

The key is to forget everything you ever heard about “The customer is always right,” he said. Customers can be stressed, wrong, rude or, at worst, inappropriate and abusive, and employees appreciate when their manager stands up for them.

“Managers need to step up — and in some cases are legally required to step up — if someone is being abusive to an employee. Like if the employee is a minority or LGBTQ and they’re being harassed, that is harassment and discrimination. it is illegal and the employer has a liability if they don’t stop it,” Teachout said.

“The customer is entitled to the best service you can provide within the policies and practices of your establishment. They’re not entitled to yell at your clerks, not entitled to abuse a coupon program [and] not entitled to throw stuff on the floor and make a scene,” he said. “When that happens, take the employee out [of the situation] and you step in.”

This is also where higher level management needs to have their back, he said. Managers feel safer standing up for the people they supervise when their own bosses are going to support their decision and protect them.

Make even the smallest change in turnover rates

The retail industry sees a 60.5 percent turnover rate, but it doesn’t need to stay that high. Even a small improvement in turnover will produce large dividends for a store and much larger competitive benefits compared to other retailers, Teachout said.

The reality in retail is that these hourly positions are many people’s first jobs, and the expectation shouldn’t be that these employees will stay around forever. But that doesn’t mean managers can mistreat them and act like they don’t want these workers to stay longer, Teachout said.

With seasonal positions, this can be especially helpful. “If you know you have 10 spots to fill every year, would you rather have to hire 10 different people or know that you’ve got two or three people that like working with you, want to come back and have already been trained? That right there is a huge advantage,” Teachout said.

Hourly retail jobs often have low pay, little opportunity for advancement and few if any benefits, and stocking shelves isn’t a personally fulfilling job for many people, he said. But if a manager knows this and considers how they can make the workplace a better place for employees, they may see better engagement and therefore better retention.

Also read: Knock out the practice of buddy punching for good

Fostering employee engagement in retail workforce management

Employees are more engaged when they can take ownership of their work, Teachout said. Managers can help here by allowing employees to do tasks that use their strengths. For example, an organized employee may excel in tasks like restocking shelves, and an extroverted employee may excel working at the customer service desk.

Similarly, hourly workers are more engaged when they feel supported by their coworkers and feel a sense of teamwork. From the moment a manager onboards a new hire, they should introduce and emphasize the concept that “you’re part of a team,” Teachout said. They can explain tardiness or absenteeism policies not in a way that focuses on business impact but in a way that focuses on the impact it has on coworkers.

He also said that managers can help employee engagement by building individual connections with employees. This doesn’t mean they have to form a friendship, but they should know each employee’s goals, priorities and strengths. This could be a part of a formal, scheduled review, but even more important is the casual conversations, Teachout said. Questions could be as simple as “How’s school going?”

Create consistent schedules

Inconsistent schedules are one of the major complaints of retail workers, and more stability in this area helps people balance the rest of their life and responsibilities while still getting enough hours, Teachout said. One of the main reasons recent predictive scheduling laws were passed was to reduce the impact of last-minute scheduling changes, he added.

Managers should make sure they’re being fair while scheduling their retail employees, he said. Make sure everyone has the same opportunities to work the best shifts and the same obligations to work the less desirable shifts or do the less desirable tasks. This ultimately comes down to respect, Teachout said. Employees will feel more respected if they’re treated the same as their coworkers.

Also read: Make managers more successful with the tools to retain and engage their employees

While retail workforce management practices like this may not stop or slow all turnover, they can help create meaningful business outcomes.

“Even keeping someone working another two or three months longer than they would have typically, and at that point they’re already trained, that’s all gravy,” Teachout said. “Even making a small improvement in your turnover rate will provide a bottom line benefit.”

July 29, 2020June 29, 2023

Global workforce management is complex but more relevant in the remote workplace

It’s easier for companies to operate internationally, thanks to various technology innovations. But for organizations that want to go international, global workforce management is not a task to be taken lightly.

So many details go into hiring just one person from another country, including compliance with a different set of laws and setting up a management structure that allows workers across the globe to be managed efficiently. But with remote work becoming more prevalent during the pandemic and sounding like more of an acceptable option after the crisis ends, learning the realities of having a truly global workforce will help organizations decide what the right decision is for them.

Also read: Unify those far away workplaces with global mobility tools

Global workforce management is more complicated than simply managing a local or national workforce. But for some organizations, it may be worth the extra complexity.

The expansion of the remote workforce

Remote work has allowed organizations to expand who they can consider an employee. The more widespread switch to remote work makes the labor markets thicker, meaning that employers have more options for employees and that employees have more options for employers, said Brian Kropp, chief of research in the Gartner HR practice.

While many organizations have thought about expanding to other cities and states in the U.S., others have realized they can cast their net even wider. In the past it could be difficult to get international candidates to move to the United States or American candidates to move internationally, Kropp said. Dealing with employment visas could get complicated.

Also read: The most pressing workforce management issues of 2020

Remote work from outside the United States, alternatively, allows American employers to not worry about visas, Kropp said. They could have access to high quality international talent that require less compensation than American employees, which is undoubtedly a good thing for employers, he added.

The complications of a globally dispersed workforce

Collaboration can be difficult with workers in several different time zones. This is one of the more intuitive difficulties, but employers should not underestimate it, Kropp said. The number of overlapping hours between coworkers and team members can be limited when they live in different countries.

Further, employees in different countries have varying leave policies and vacations schedules. At worst, this could breed a sense of unfairness among employees who get less time off than others. Ultimately, what’s important is that team members in different geographies keep each other in the loop and let people know when they’re taking time off, Kropp said.

In addition, while most companies get excited about a wider talent pool and potential cost savings, what they forget about is how a dispersed workforce might impact company culture and employee engagement, Kropp said.

While employees are generally just as productive working at home versus in an office, many employees find it more difficult to form a relationship with their coworkers and managers when they are remote. Managers may have a concern that these employees don’t have the same company loyalty or that they’re more likely to quit.

There’s an enormous social component to work, Kropp said, and the decision to leave a company may be different if someone is thinking about leaving their friends rather than leaving coworkers.

“When you’re more broadly expanding who can work for you in your work from home approach, it’s harder to create loyalty amongst those remote employees, and it’s even harder if they’re in different countries, let alone in the same country. There’s even less social attachment from that perspective,” he said. “The key thing you have to think about if you’re going to radically expand your work from home strategy is, ‘How do you build social connections and emotional ties to your organization?’ ”

“The last thing you want to do is hire these employees and spend a lot of time and energy training them, and then they quit,” he added. “The advice we have for companies trying to expand their work from home strategy internationally is that the strategy must have a huge retention component.”

Workers’ rights and benefits in different countries

Benefits and workers’ rights are dependent on the geography where the employee lives, not where the company is headquartered. Companies need to make sure they’re partnering with third parties that know the labor laws in the cities and countries where new international hires live. There are, for example, companies that help with this, Kropp said. These companies help not only with the benefits and rights but also with tax systems and compensation rules.

A company will have to have a unique infrastructure based on these rules for each separate country in which they find a new employee, Kropp said. Creating this infrastructure is time-consuming and may require outside expertise. He suggested that an organization looking to expand starts by choosing one or two countries they’d like to hire talent from, build infrastructures from there and don’t fall in the more complicated trap of hiring people from anywhere in the world.

Management structure

While differing laws and time zones may make successful global workforce management difficult, a well thought-out management structure can help.

Also read: How to improve manager effectiveness

Kropp has seen companies that hire both a work manager and a person manager. The person manager lives in the same geography as the international talent and has knowledge of the local situation. The work manager manages the work itself — whatever tasks or projects the international talent is working on.

This is the most common way for companies to address this, Kropp said.

Kropp also has seen companies have managers supervise more people, which may not be a positive trend for organizations going global.

“You can accomplish that if your employees are more similar in terms of jobs, roles and responsibilities,” he said. “But manager performance starts to struggle when they have a greater complexity of the type of person they’re trying to manage, and [managing] people in different geographies just makes that harder.”

“From a manager perspective, you want to think about it as not just the number of people they’re managing but the variability and needs of all the [employees] to get a good sense of how much harder you’re making it for your managers,” he added.

As organizations consider whether going global works for them, there are a few questions and considerations to help make the decision.

One metric organizations can look into is how much time a manager is spending on solving problems versus providing support, Kropp said. Especially as management duties expand as the talent pool does, it’s important to consider how to minimize the frustrating work managers have and maximize the productive work they do.

“You don’t want your managers caught up in frustrating details. You want them caught up in overseeing the big picture,” he said.

July 28, 2020August 3, 2023

Headcount planning strategies to consider, even in the face of disruption

A vital part of any organization’s talent management strategy, headcount planning, or labor forecasting, ensures that it has the right number of employees with the right skills. But hiring more staff isn’t always an option. External forces or internal budget constraints may deter organizations from making the talent and staffing decisions it wants to make.

Workplace experts explained headcount planning strategies, how disruption informs future plans and how hiring someone new isn’t always necessary.

Also read: Labor analytics: A how-to guide for company leadership

Hiring from within

There are times when an organization should hire someone new, but with budget constraints, they need to rely on a current employee rather than a new hire, said Emily Rose McRae, a director in the Gartner HR practice. This is doable when certain units or teams at the company are moving more slowly, therefore giving them space to give up a team member to a different unit.

In many workplaces there is resistance to hiring from within, McRae said. Managers may have a long list of qualifications in mind for the person who will fill a particular role, and they may believe no internal hire meets those requirements.

Sometimes that may be true, she said, but a current employee often can do a new job with a reasonable amount of reskilling.

She suggested that companies find a current employee with a similar skill set who can take over the role for two weeks. This could be someone on a different team who has a lighter workload for the time being. Based on their experience in this new role, they can inform the manager from an outsider’s perspective what skills a candidate needs from day one versus what skills can be taught over time.

Regarding the long list of requirements and skills managers seek for a candidate, McRae also encouraged managers to realize that many skills are transferable. A candidate or current staff member who knows one spreadsheet software can easily learn another one.

Also read: Labor forecasting requires a stronger analytics skillset

While reskilling can be a valuable tool and can help workers move to roles in the company that weren’t an option before, it’s generally difficult to get people to reskill simply by making resources available, McRae added. Employees are busy and have responsibilities outside of work.

One effective way around this is to approach specific employees — like those in a department that’s at risk of being downsized — and offer them the opportunity to reskill with a specific new role in mind, McRae said. This strategy may motivate workers to learn new skills, since it’s difficult to get people to reskill with no end goal in mind.

Staff planning in a time of uncertainty, disruption and innovation

McRae suggested that managers and leaders do scenario planning — considering what possible outcomes are and having strategies mapped out to address these different possibilities.

For example, if demand for the product dropped by 50 percent due to various factors, what would happen to the business, and how could it address that? If a company discovered that the delivery service in their supply chain was disrupted in some way, how would it impact business? Essentially, what are the biggest risks and the possible outcomes of those risks?

Sometimes the way a business addresses these scenarios may be costly, like hiring more people to address new business needs, McRae said. In other cases, cross training employees may help fill necessary gaps.

Check out our white paper: Learning Alignment in an Uncertain and Disrupted Business Climate

Certain disruptions, like the COVID-19 pandemic, prompt organizations to feel the need to react right away and be short-sighted in the decisions they make, she added. But it’s important to remember that the immediate actions companies take with employees will have long-term consequences on how people view the employer and whether this workplace is viewed as one that cares about employees.

For example, redeployment programs — the process of moving employees to a different role in the organization rather than letting them go — will help contribute to a positive employer brand, McRae said.

“Organizations that are doing this — that are actively building redeployment programs and didn’t already have them before — they’re going to be much stronger coming out of this recruiting talent than the organizations that don’t,” she said. “While it’s not possible for every organization necessarily to do this for all their employees, the more organizations look to find the degree to which they can, the more successful they’ll be.”

Considerations for HR leaders

As organizations consider their headcount planning strategies, there are questions HR leaders can ask to inform decisions about the strategy. Depending on what catalyst event or disruption may happen, will it make talent more or less expensive? Will it change the skills the organization needs in its workforce?

Sometimes macro changes that happen in the market don’t directly impact an organization’s demand for talent but still affect its workforce in some way, McRae said. For example, during a recession, even if the company is doing well, employees may feel anxious about their job.

The potential of predictive analytics

Broadly speaking, predictive analytics allow organizations to collect and assess information on the external labor market. It can allow companies to get insights on what competitors are doing, McRae said. Maybe a competitor is hiring for new skill sets that would be valuable for any organization in the industry and could help inform their talent strategy.

Predictive analytics may also allow organizations to identify where there’s room to explore new opportunities, she said. For example, an observation that remote work is becoming more widely acceptable can lead to a company being more open to hiring talent from different geographies.

Also read: Labor analytics add power to workforce management tools

Other headcount planning tools

John Lacy, chief operating officer at Dallas-based technology marketing agency Idea Grove, said his organization is constantly working through these questions. It’s vital to ensure they have the right people with the right skills necessary to support the different services they provide clients.

Idea Grove uses several tools to help conduct this recurring analysis, Lacy said.

First, they are rolling out the “open-book management” style of running the company, which essentially means that employees are engaged in the process of forecasting key numbers and that they ultimately share in whatever rewards the company earns from better performance.

Lacy expects that this will help create a business full of employees who think and act like owners.

“At that point, the client-facing personnel will start to take responsibility for ensuring we have the right number of people to service the business, as well as ensuring that we have the right amount of each skill required to service our clients,” he said.

The organization also has a go-to pool of contractors that help serve clients when there are skills gaps to cover or when there’s more work to be done than expected.

“Once we know we have the appropriate level of business to support a person full time, then and only then will we bring a person on board, full time, to cover that need,” Lacy said.

July 14, 2020June 29, 2023

Employee growth and team building is no mystery for escape room company

Puzzle Break, escape room, engagement, team building

Escape rooms have grown in popularity as a way for friends and families to collectively crack the code to diffuse an imaginary time bomb or uncover clues to propel their mythical team of adventurers past an evil witch and return home.

Not surprisingly, these live-action games that allow teams to cooperatively explore a physical space and solve mental and physical puzzles to accomplish a goal as time ticks away also have become a popular corporate team-building tool.

team building, employee engagement — Nate Martin

But team building has been a challenge for organizations in recent months. As more employees work remotely and opportunities for workers to congregate in one place for any length of time is often discouraged, dodging mythical trolls and creating a team of elite hackers to foil a mad scientist’s plot to take over the world has not exactly been top of mind for most organizations.

With a recent report by HR consultancy Gartner stating that 74 percent of CFOs intend to shift some employees to remote work permanently, collaboration among workers could continue to deteriorate. According to the Society for Human Resource Management, 19 percent of remote workers say they struggle with loneliness, and 17 percent add that a lack of communication and collaboration also is an issue for them.

Zoom fatigue

While Zoom happy hours and virtual lunch chats bring colleagues together for a more personal experience, they don’t necessarily build and sustain organizational teamwork. Videoconference fatigue, or “Zoom fatigue,” is further exhausting employees, according to experts.

So, enter the virtual escape room, which can provide companies in need of activities fostering communication, collaboration and fun in a game-like environment minus the fatigue associated with a workday videoconference.

CASE STUDY: How LAZ Parking discovered the secret sauce of employee engagement

Seattle-based escape-room company Puzzle Break in March pivoted to a virtual version for remote teams to play online after shutting down all its physical escape room facilities. As of early July, company officials said that more than 400 escape experience groups have included over 3,300 players — many with more than 20 in a group. Participants including companies like Microsoft, Starbucks and Deloitte are using the escape rooms as a remote team-building tool, they add.

But as Puzzle Break helped to facilitate the virtual employee engagement efforts of its clients, it also faced challenges of its own. According to Puzzle Break founder Nate Martin, demand for virtual escape rooms outpaced his staff’s ability to keep up. Unlike many companies that laid off or furloughed their hourly employees, Puzzle Break began searching for talent.

Also read: Boost your managers’ effectiveness with an essential mobile clock-in tool

“We’ve gone to great lengths to bring on and retain long-term employees with pay and benefits well above industry standard,” said Martin, whose staffing has climbed up to 40 employees. “When COVID hit and we pivoted to virtual team building, we became slammed with demand from a newly global customer base. In order to keep up with demand, we’ve been hiring hourly folks as fast as we can to curate Puzzle Break experiences for time zones across the planet.”

Scaling up onboarding

With the new demand for virtual team building, Martin said it is extremely difficult to find time at the company level to get everyone together since all his employees are remote for the time being.

“Fortunately, we have a baked-in solution,” he said. “All our new hires go through multiple Puzzle Break virtual team-building experiences together in a cohort as part of their onboarding. We have deliberately engineered our employee training to be hands-on team building.”

For Puzzle Break, which has physical locations in Seattle, New York and the Boston area, growth is a relief in this era of cutting staff. But it does test the organization’s people practices, Martin said.

“We’ve reached a point where I haven’t met over half our workforce,” Martin said. “It’s great to grow, but it is bringing all sorts of new and exciting challenges.”

Organizations face numerous challenges while onboarding and scheduling employees in an uncertain economic environment. See the big picture and make more accurate, data-driven staffing and scheduling decisions in just a few clicks with our comprehensive scheduling software. Check it out and our Workforce Success team will provide a personal, online walk through of our scheduling platform.

July 9, 2020September 8, 2022

Common scheduling problems: Addressing staff turnover and improving retention

Employee turnover is a big issue for many employers who hire hourly workers and can help contribute to common scheduling problems like understaffing or last minute schedule changes. And the industries with the highest average turnover are the ones that generally have more hourly workers:

According to the 2018 Mercer U.S. Turnover Survey, which looked at 163 U.S. organizations, the three highest turnover industries are: retail & wholesale (60.5 percent average turnover), other manufacturing (26.7 percent) and consumer goods (21.5 percent). Meanwhile, those with the lowest turnover include life sciences (14.5 percent), insurance (15.5 percent) and banking/financial services (16 percent).

For businesses, turnover means spending more time and money on the recruiting, hiring and training process. And it also means that making schedules may get complicated when the staff list is constantly changing and when surprise absences come up after someone has quit.

But company leaders and managers are not powerless here. Here are some ways they can address high staff turnover and avoid some of those pesky, common scheduling problems that make managers’ jobs just a little more complicated.

Understand why employees leave

One reason for turnover is when an employee perceives inequitable treatment in the workplace, according to the Academy of Management, which published the paper “Inequity and Its Relationship To Turnover Among Hourly Workers” in 2017.

The paper explored this relationship within the major production shops of the Boeing company and found that at best inequitable treatment leads employees to not be their most productive selves. At worst, they will leave the job. There are a few ways organizations can address this, the paper added, such as by improving working conditions if necessary and by paying attention to how supervisors treat workers and responding appropriately.

The adage “employees leave managers, not companies” is a subject of debate among the HR community, but research does support it, said Robert Teachout, legal editor at consultancy XpertHR. The studies above are just a couple that show the potential negative effects of bad management practices.

Bad management practices include not being supportive of employees and being too harsh on employees for making certain mistakes. It boils down to a general lack of respect, Teachout said. Employees want the same basic things, he added: to be treated with respect and fairness, to do something that matters at their job and to get the opportunity to learn, grow, develop and be promoted.

Teachout used the example of the type of manager that remembers all the mistakes an employee makes but never recognizes the good things they’ve done. When an employee is reviewed unfairly like this, that may contribute to them wanting to leave the job.

Also read: Absence management is increasingly vital for managers to understand

Provide training for managers

From the manager’s point of view, many of them have been promoted because they were good at their job. But they don’t get training on certain people management skills upon getting that promotion, Teachout said. It’s up to the higher-ups at a company to prepare managers with the needed communication skills like how to engage with employees or how to have difficult conversations with them.

This type of training is more important for front-line managers than for more mid-level managers, Teachout added. Front-line managers have a direct relationship with staff and have the opportunity to make or break employees’ experiences working for the company.

“[They] can do more damage. That’s where toxic workplaces get created a lot of the time. The frontline managers don’t know what they’re doing, and you give them a checklist and therefore they don’t act like human beings,” Teachout said.

Lack of hours and flexibility

According to a 2017 FSG and Hart Research Associates survey, 83 percent of employees said if they had more control over their work schedules, they’d be more likely to stay at their current job.

Also, 61 percent of those surveyed said they’ve struggled at work because they have a hard time making enough money to pay for basics like rent and food. More hours are especially helpful to these people. “Offering existing workers additional hours, rather than hiring new workers, may be one way to save on costs and improve employee satisfaction,” the survey conductors wrote in an article for Harvard Business Review.

There are several strategies to respond to these employee concerns, the article stated. For one, companies can better train managers to support their teams and build a better team/workplace culture. Secondly, employers can offer hourly employees more opportunities for job growth within the company. Third, as lack of flexibility is one of the most common scheduling problems, organizations can be more open to offering predictable schedules to employees.

Also read: Shift scheduling strategies can be improved through technology

Reconsider existing workplace policies

While employees do often leave bad managers, bad policies make it even easier for employees to quit, Teachout said. These other factors could include low pay, a lack of benefits or the lack of the opportunity for advancement.

For example, the COVID-19 pandemic has brought to light the fact that many essential, hourly workers do not get paid sick leave or certain other benefits, Teachout said.

“One would think [that] out of self-interest alone, the restaurant and retail industries would look and say, even if we’re not required to provide paid sick leave, let’s provide paid sick leave. Because it only takes one person with an infectious disease coming in — because otherwise they don’t get paid — to shut down your business for months,” he said. “So isn’t it more cost-efficient to give them paid sick leave and say, ‘If you’re sick, stay home?’”

More than just putting policies in place, organizations must also train managers on how to apply these policies to the workplace equitably and fairly, he said. For example, a grocery store manager may allow through some flexible work policy for a woman to come into work and leave work a little early so that she can pick up her kid from childcare. If the manager does not allow the same for a father, that could be viewed as discrimination. Managers must make sure they are not violating the law when they’re dealing with company policies.

“You want to create a workplace that people want to work at,” Teachout said. “If people feel this is a place they want to work at, they feel loyalty. They get a sense of teamwork, a huge piece of the puzzle that gets missed all the time. When people work as part of a team, they feel more loyalty and are more engaged than people working individually. ”

July 7, 2020June 29, 2023

Labor data analytics can inform better talent decisions

Labor data can help organizations make more informed talent decisions, but more companies could be taking advantage of it.

According to Mercer’s “2020 Global Talent Trends Study,” 39 percent of organizations use predictive analytics to inform their people-related decision making. Thirty-one percent said they use a cause/effect analysis of key workforce and business outcomes, and just 18 percent gather data to assess the impact of different pay strategies on performance. Meanwhile, 61 percent of executives who have used talent analytics said that doing so to inform decision-making is the number one HR trend that has delivered an impact

A workplace strategy expert spoke to Workforce about the potential of people analytics and how organizations can use it in their talent management strategy.

Using labor data analytics to measure employee impact

People analytics can inform complex predictive models, but it can also help organizations understand how certain decisions have impacted employees.

One prime example of this is pay equity, according to Tauseef Rahman, partner in Mercer’s San Francisco office. Labor analytics can be used to understand if there are pay gaps at an individual or group level, after taking into account factors like where employees live, what work they do and how long they’ve been working at the company.

Also read: Labor analytics add power to workforce management tools

Analytics can also help organizations understand performance measurements better, Rahman said. Based on performance ratings and rewards like promotions or raises, are those performance ratings biased toward a specific subset of employees?

Doing this analysis at a company-wide level is a good place to start, Rahman said. From there, leaders can see if there’s a company wide gap. There may not be a pay gap within the organization as a whole, for example, but through analytics, one can drill down and see if there are gaps in a specific business unit or a specific team.

“That data can certainly help shine a light on where those patterns are and then that will help redirect efforts and resources to areas that need the most help,” Rahman said.

Using data analytics predictively

Remote work has become more commonplace for many organizations during the COVID-19 pandemic, and experts expect remote work to continue to be more widely accepted afterward as well. Rahman said that analytics can help organizations interested in adapting an increasingly remote workforce.

As organizations consider a more geographically distributed talent pool, many questions arise, like: If we hire people from across the country, how does that change how we do talent acquisition? How does that change how we pay people? And how do we manage the employee experience across different locations?

Data can help answer questions and inform decisions like this.

Also read: The most pressing workforce management issues of 2020

Acknowledge the inherent flaws of data collection

No set of data can be completely unbiased, but what organizations can do to address this fact is simple, Rahman said. The key here is to clearly acknowledge that there’s bias in how data is created.

Also read: Keeping Data Safe: The Next Wave of HR Tech Innovation

People who use data to inform decisions or strategy can acknowledge this bias by considering a few questions when they plan on using a dataset to do or plan something. These questions include: How was the gathering of this data framed? Was anything missing? Was answering these questions optional or required for survey takers? Were survey creators biased to presume certain outcomes?

For example, in recruiting, Rahman has seen the presumption that no one over the age of 65 would be interested in applying to a tech position. The reasoning behind this may be laziness or mental shortcuts rather than malice or age discrimination, but it’s flawed reasoning no matter the intention. “Things that are done in the spirit of making it easy can result in unintended consequences,” Rahman said.

Cross functional teams are critical

According to Mercer’s “2020 Global Talent Trends Study,” the “quality and reliability of data are critical.” Cross functional teams are critical for organizations interested in using data the right way, Rahman said.

The team shouldn’t only include analysts and statisticians but also people with HR expertise, legal expertise and an ethical understanding of data collection. What data does an organization have access to, and how can it collect it in a way that’s not creepy?

“You can configure technology to do whatever you want. If you do something wrong, you can’t blame the technology. You blame the people who configured it,” Rahman said.

Managing privacy concerns is an important part of these teams. There are interesting ethical questions that come up with the possibility of using labor analytics predictively. For example, Rahman said, what are the ethics of having a model that predicts how likely an employee is to quit? If they haven’t actually quit, what decisions can you ethically make with that prediction?

Having someone with policy expertise is also beneficial for a cross functional team. For example, if an employee has a 90 percent chance of quitting according to an analytics model, a policy expert could consider what could be driving the employee’s dissatisfaction and what workplace policy could help them be more engaged. Maybe it’s something related to compensation or work-life balance that can be addressed.

The scope of people analytics

Businesses go through times of uncertainty for many reasons, from global crises to national recessions and more. Times like this highlight the role of labor data analytics to make the employee experience better, at a time when many employees may be going through financial or personal struggles.

Still, while focusing on improving the employee experience, organizations cannot lose sight of broader, also important areas of business that analytics can inform, Rahman said. These bigger picture topics include pay equity and diversity.

“Having a broad mindset is really important,” he said. “You want to solve daily issues, weekly issues, monthly issues and multiyear issues, [all while] not losing sight of the fact that you still have to do your pay equity analysis and you still have to make people engaged in your company. It’s a lot more work, but who better to do it than these strong, multi-disciplinary [people analytics] teams?”

June 25, 2020June 29, 2023

Keys to effectively managing a remote workforce

Today’s growing remote workforce has transformed our way of working and created a new normal that’s far from ordinary. This shift in how we work has created the need for new strategies and tactics for effectively reaching and engaging employees remotely.

As some companies claim remote working is here to stay, workforce leaders and business managers must develop and hone remote workforce management skills, identifying and refining ways to ensure employees feel supported and can continue working effectively outside the office.

Understand your employee base and communicate accordingly

Remote working isn’t a new concept, but the broader shift to remote working caused by the COVID-19 pandemic is unique. Employees who are accustomed to working from home or enjoy remote working will thrive during this time. Others will struggle to successfully navigate their new work environment.

Show grace to employees and colleagues who you know are struggling to adapt. As a workforce leader, it’s your job to ensure employees feel supported and are poised for success, regardless of their unique situation. Avoid taking a one-size-fits-all approach to communication.

Regardless of communication style and preferences, schedule regular video and/or phone check-ins with your team and employees. Face-to-face communication is more important now than ever before. Video conversations with employees you might not see face-to-face, whether that’s because you sit in different offices or your workstreams don’t frequently overlap, can help you forge strong relationships across your entire organization.

Provide resources to meet employee needs

Understand your team’s needs and put resources in place to help meet them. Host virtual town halls, consultation sessions and webinars on important issues impacting both your organization and the world. Whether that’s celebrating diversity to promote unity or offering support for working parents, do your best to provide the right resources for employees.

In addition to identifying specific needs, remaining cognizant of the work/life balance is crucial. Share what you’re doing to maintain a healthy work/life balance. Suggest outlets for your team to relieve stress and disconnect, whether that’s through exercising, meditating, reading, cooking, painting or volunteering.

Knowing they have your support in maintaining a definitive work/life balance — even if that means taking a break during working hours — is key to positively impacting your employees’ mental and emotional well-being. Although more employees are working from home and many travel restrictions are in place, you should also encourage your team to fully sign off by using their vacation days (as available and in line with company policy).

Maintain open lines of direct communication

When working remotely, it’s important for employees and colleagues to know that you’re available even though they can’t come to your office or meet in a conference room. Communicate the times of day you’re typically available and your preferred methods of virtual communication.

I’ve developed a system with my supervisor: If my boss sends me a text message, the ask needs to be addressed immediately, while an instant message is less urgent. If I want to schedule an ad-hoc meeting, it should be scheduled for early morning. Communicate to employees the best time and ways to reach you, and be virtually available when you say you will be.

This goes both ways. At a time when homes have become home offices, developing an understanding of your employees’ schedules and demonstrating your support will go a long way. Is there a window of time when their child is napping and that’s when they prefer to schedule meetings? Do they like to unplug in the afternoon, perhaps to take a walk with their dog?

Work to understand your employees’ schedules, and do your best to support them.

Employee management through effective communication

Managing a remote workforce effectively comes from truly knowing your employees and working hard to meet them where they are. During this tumultuous time, when possible, keep it light. Share a piece of good news, a poem, story or quote that’s meaningful to you. Look on the bright side and encourage employees and colleagues to do the same.

Being a constant in your employees’ lives, communicating with them, listening to them and building real connections is key to successful leadership today and every day.

June 24, 2020June 22, 2020

Why an absence program is vital for any organization

Absence management programs and policies are increasingly significant for organizations, especially as more leave laws pass on a local, state and federal level. Managers dealing with absences from their staff must know what their company’s absence program means for their own role and responsibilities.

Creating an absence program or policy can be complicated, and there are several types of leave that must work with each other. For example, how does a company’s paid time off policy align with paid family leave laws, short-term disability plans or the Family and Medical Leave Act? What if employees are using PTO when they should be using short-term disability?

Here is some guidance for employers who want to put something more formal in place and stay up-to-date on changing leave laws.

Creating a strong foundation

The foundation of any absence management program is that it takes into account all the local, state and federal leave laws that an organization must follow. Before a company decides what it wants to do, it must understand what it has to do, said Maura McLaughlin, partner with law firm Morgan, Brown & Joy, LLP. Different laws may have different employee count thresholds, for example.

There are many types of leave, and as new leave laws come into effect, organizations should look at their current policies in case an update is necessary, McLaughlin said.

Staying up to date with new laws can be done a few different ways, said Simon Camaj, absence and disability practice leader at Mercer. A company can outsource management to a carrier/vendor whose job it is to stay informed on the leave law landscape. A company could potentially rely on three parties together — a vendor partner, a consultant partner and in-house counsel — to make the best decisions. Meanwhile, if a company keeps decisions internal and relies on its in-house counsel, that’s more burden on the attorneys.

It’s up to a company to make the best decision for themselves, but there are costs and benefits either way.

From must-haves to nice-to-haves

The next step is deciding how your company wants to address those areas where the law offers organizations some discretion or flexibility, McLaughlin said. How will the company decide on accruals for paid sick leave — lump sum or hours worked? Does the company want to make a certain type of leave paid rather than unpaid? What else does the company want to offer?

These decisions depend on the culture of the organization and what resources it has, McLaughlin said. What is common to see in the absence program or policy of many companies, though, is longer bereavement leave than the law requires and paid parental leave in states where it is not required.

Documentation and communication

What an organization also must consider is how it will document the necessary information for its records and communicate to employees what forms or notices they must fill out for different types of leave.

The onboarding process is one area where employees may be informed about their company’s absence management policies, McLaughlin said. Here they can learn who they go to when they must take time off or some type of leave — their manager, HR or someone else? They can also learn the correct modes of communication to reach out to that person, whether that’s a phone call, email or something else.

Manager training

Finally, McLaughlin said, organizations can train managers and HR professionals to make sure they know what signs to take notice of that may signal a potential upcoming absence. Is an employee exhibiting some behavior that may predict that this person may be eligible for FMLA leave? For example, an employee may say something along the lines of, “I was in the hospital overnight” or “I need to be on bedrest for just a few days.” While these might not lead to any prolonged absence, if they do managers can be prepared, having considered the employee’s absence or potential reasonable accommodations beforehand.

This training can also stress that managers cannot retaliate against employees and teach managers how to handle an absence in a non-discriminatory way. A major absence management challenge is managers being able to manage employees consistently so it doesn’t look like discrimination, McLaughlin said.

How this type of training is conducted depends on what internal resources an organization has, McLaughlin said. It can come from an internal training function or from external training. Either way, there can be a baseline training session along with refreshers as laws or company policies evolve.

The significance of absence management

An absence program is vital to an organization. Managers don’t want to fall into the mistake of not managing this until it’s too late, McLaughlin said.

“You may have [an employee] who has not been held accountable, and now you’re at a point of it just being a real problem from an operations and business perspective. But you have no documentation of the fact that it’s been a problem or that you’ve given them all the leave they’re entitled to. And now you have a problem that could have been [avoided,]” she said.

June 23, 2020August 3, 2023

Defining workforce management: Leading teams for success

Sector-Report-RPOs-Do-More-Than-You-Think-8b38574

In 1922, James R. Angell, president of Yale University and the Carnegie Corp., led a joint initiative between the Engineering Foundation and the National Research Council. The goal was to take workforce science to new heights through unifying modern engineering, labor, management, and educational bodies. It has given birth to what we know today as Workforce.com and workforce management.

Since then, the team behind Workforce have delved deep into the science behind workforce management — from productivity, labor regulations, workforce challenges to the evolution of work. All of these insights have been put into practice with a full-featured workforce management platform that is being used by companies across the world.

The anatomy of effective workforce management

So what is workforce management? Based on almost a century’s worth of research and study, we identified three main components that are crucial at effectively leading teams. Each of them requires a unique approach, but as a whole these areas should function seamlessly. Let’s look at each of them.

Operations. When talking about workforce management, the first thing that comes to mind is operations management. It is all about making sure that quality output is created, within the given timeframe and resources in an organization. This involves planning and organizing. Some of the processes are creating employee schedules, timekeeping, output management and budget forecasting.

Labor compliance. Labor regulations govern workforces around the world. These laws are set to protect workers and regulate certain business practices concerning the welfare of employees such as wages, work conditions and employment relationships.

Labor regulations can differ by country or region, and these are taken into account in company employment rules and policies. While increasingly difficult to remain compliant, failure to do so can mean costly penalties that can greatly damage not just an organization’s bottom line but also its reputation.

Employee engagement. Employee engagement is an area of workforce management that focuses on enabling employees to perform their best in alignment with their individual purpose and the objectives of the organization as whole.

Employee engagement is typically correlated with happiness with work. But it’s important to note that they are not one in the same. Happiness at work is just one of the byproducts of good employee engagement. To achieve good employee engagement, there has to be a clear communication in the workforce — from onboarding to getting the job done.

Also read: How to make your onboarding process engaging and easy

Debunking common workforce management myths

Workforce management can spell success or failure for an organization. Let’s look at some of the common beliefs that can hinder success for an organization.

It’s just scheduling. While creating schedules is an important part of workforce management, it’s not just all there is. It has a lot of moving parts that are tightly integrated with each other. This includes timekeeping, budget forecasting and engaging employees.

Also read: Leave management should be as simple as submit, approve and hit the beach

It can be done manually or using spreadsheets. This can be done manually, but such an option can be prone to mistakes. One wrong value input can mess up the entire sheet and end up being counterproductive. It can result in wasted time to find the problem.

It is easier for smaller organizations. There are many factors at play in workforce management, and one of them is company size. But that doesn’t mean that a smaller organization has it easier than a big corporation. Each organization, regardless of size, has its own unique sets of goals, objectives and needs. And all of these come into play when managing the workforce. What makes it easier or harder is not just how many employees they have but also the alignment of roles, resources and objectives.

Upskilling or training can lead to more skills and less staff. Nurturing the potential of staff is vital in workforce management, but developing their skills and training them to gain new ones doesn’t necessarily mean a lesser need for staff.

There needs to be a balance in mentoring staff to be able to do more and making sure that they still have the space to master their newly acquired skills. Leaders need to be careful not to unnecessarily push staff from task to task or they can risk driving them to burnout.

Culture doesn’t have an impact on business performance or bottom line. Culture is one of the vital components that sets the tone for employee engagement. A company may have a strong set of policies but it will all be for nothing when the culture doesn’t sit well with the employees. It can lead to high turnover rates, lower productivity and overall low workforce morale, which can all impact the bottom line.

Also read: Give managers the time they need to sharpen up their all-around skills

It’s a one-time deal. Establishing processes for operations, labor compliance and employee engagement is a good start. But workforce management continuously evolves. There are always changes that will influence the needs of an organization and leaders need to be quick to adapt to those changes. Optimizing is constant in workforce management, and it’s something that leaders need to pay more attention to.

Setting up the workforce for success

Workforce management involves many processes that can be daunting and time-consuming for managers or team leaders. Here are some best practices that can make workforce management more efficient.

Use a workforce management platform. Leverage technology for the admin tasks involved in workforce management. Use a workforce management platform to accurately keep track of attendance, automate timesheet to payroll processing, scheduling, time-off management, and to make sure that labor laws are accounted for in computing for pay.

An effective workforce management platform goes beyond borders and allows for teams to work together no matter where they are. Go for a solution that can be accessible anytime, anywhere and on any device.

Before going for a workforce management solution, it’s imperative to look at your needs as an organization. According to the Workforce Management Trends for Hourly Workers, 46 percent of respondents say that poor integration with other systems is a shortcoming of their current workforce management platform. Avoid this type of challenge by understanding your requirements and considering ease of use for staff.

Monitor and optimize. Workforce management is all about maintaining efficiency and employee well-being. One advantage of automation is having data and analytics that can be a source of insights as to how you can optimize your operations and what areas you can improve on. Analyze your data and make informed decisions about how you can improve productivity and employee engagement in your organization.

Listen to your employees. Communication is key to a successful workforce. Always keep channels open to your employees. Since staff are always on the front lines, it pays to listen to them to gain better insight on customer service, identify operational gaps, and improve working conditions for staff.

Effective workforce management is all about employing smart solutions to spend less time on repetitive tasks and paperwork and more time on improving the business and empowering staff for success. It’s all about creating value for customers and employees alike.

June 16, 2020June 29, 2023

How to recalibrate work dynamics and embrace digital transformation in a post-pandemic workplace

Tsedal Neeley, Harvard Business School professor, award-winning author, and global management and leadership expert, recently caught up with us to share her insights and advice as the workforce continues to go through rapid transformation brought about by the COVID-19 pandemic. From digital transformation, team relaunch, to leading in times of radical change, she gives a picture of the future of work and essential advice for employees and leaders alike.

Workforce: What do you think are the most significant changes that were brought about by the pandemic to the workforce?

Neeley: The most significant changes that were brought about by COVID is the fact that between 88 percent to 90 percent of the workforces particularly knowledge workers, meaning people who work in offices, have migrated into remote work. A lot of people for the very first time in their professional lives have attempted to get work done virtually, collaborate virtually, be productive virtually, work with partners, customers, consumers, distributors, suppliers virtually in a context of a global pandemic.

The other thing that we’re seeing is the digital transformation for many organizations. When you go to remote work or what I call the virtualization of work, you have to have more robust enabling technologies to support it – communication tools, the tools for cybersecurity, repositories, content management systems. So we’re seeing some virtual and digital advancements that just really have accelerated because of the COVID-19 global pandemic.

Even now, if you think about the rush to get a vaccine for COVID-19. Some of the companies are using AI and machine learning. We’re seeing all of these things in action and I think that we are going to be forced to be much more intelligent. I also think that the companies that have had some form of digital capacity are going to do better during this economic times because they will have the predictive analysis to be able to understand how to use the right data, to have the right approaches, to make the right decisions, to come up with countering measures to support their strategic response.

WF: A lot of the working dynamics have changed. What are the ways that leaders can support their team during this time?

Neeley: It’s very important for leaders to ensure that they do what’s called a team launch. If you haven’t done a team launch by now, you should do a re-launch. Which means that you set your team off on a course.

A team launch is one of the success factors for any team. It breathes life to a team. It helps increase the performance of virtual teams by 30 percent. A team launch or relaunch is where you collectively determine the following:

Shared purpose – Be clear about what your shared goals, mission and vision are as a group.
Resources – Determine what your needs are, anywhere from budgets, information, and networks.
Members’ lived experience – Discuss individual strengths, constraints, and gaps. You need to understand task allocation and balance accordingly.

Today, many parents are homeschooling, and many are working in shifts. Days can be longer for them and their hours are not necessarily coinciding with the rest of the group.

Leaders need to understand who is in that situation and the constraints that go along with them. They must accommodate people who have those scenarios because the apparatus that people had built to support their children, to support them as families – the entire support structure has gone away in this global pandemic. You need to understand those constraints.

New norms: Establish or re-establish norms. How do you communicate and how often? What tools are you going to use to communicate?

People have been raising concerns about video conferencing fatigue, and it’s important for you to pick the right media for the right needs. As a group, you need to agree on what’s going to work for you in order to remain connected. Think about informal contact too like virtual lunches and virtual coffee breaks.

WF: What do you think the future of work will look like as businesses start operations again, especially those that have actual establishments?

Neeley: Opening up does not mean that we go back to our old system immediately, especially when we don’t have vaccines yet. So there are many questions around the use of space and technology.

For example, I recently spoke to a company that specializes in beverages and their business has never been better. They’ve started e-commerce first. Businesses need to think about whether it would make sense for them to begin a robust online delivery system in order to supplement their revenue, serve their customers, and remain very present.

Nonetheless, it’s important to keep in mind that when businesses are reopening and they are not using the full capacity of their staff – meaning some are at home still and some have gone into work. There actually creating two groups – those who are out risking exposure to COVID to start the business and those who remain safe at home. What can that create? That can create an us-versus-them culture. Leaders need to be very careful about those dynamics and make sure that no group feels privileged or excluded.

WF: We are talking about leaders being at the forefront of this. So for leaders, where do they get support because they are in a unique position of experiencing the effects of the pandemic and taking care of a team?

Neeley: That is an excellent question. People need to ask that question more.

Every organization needs to have a very visible CEO who is communicating regularly so that leaders can lead. The leaders of leaders have to set the tone. They have to help them figure out how to lead through a crisis.

There are two things that are important for them to identify. They need to recognize that they are leading during times of crisis, which requires a certain type of leadership. They are also leading radical change, but many of them don’t think they are. When your entire workforce has shifted to work from home; when your client base is in this extraordinarily dynamic period; when your entire patterns of work have changed, you are going through a radical change during a time of uncertainty. You don’t know what the future will look like. People are anxious. People need new skills. People need new equipment. Entire organizations have turned upside down. It’s a radical change. And you’re leading it.

Organizations need to set the tone and they need to equip their leaders to be able to lead accordingly. That’s the first step.

Second, leaders should form groups or task forces to help align their messaging, to help align their movements and actions and to bring together the best ideas and best practices. This way, no leader is trying to figure it out all on their own especially since no one has gone through a global pandemic of this scale in our modern times, right? To create the best practices collectively within the organization, that’s a way to get your support system.

Finally, leaders always need to have a set of mentors or kind of their own board of advisors, not formally necessarily. But leaders should have three or four people who they can turn to to think through things. These are not ordinary times and during times of crisis, you need your mentors. They are people you trust or people you build trust with if you don’t have them yet. These people have some serious expertise in a certain area that you really want to thrive in and be unafraid to hear truth from. You need to reach out to make sure that you have those.

This is not a time to be a solo leader. Leaders need to understand how to lead change, lead during times of crisis, and innovate. There are so many things that they need to figure out very quickly and they can’t do that alone.