Michael Spataro, the chief customer officer at Legion Technologies, a company specializing in workforce management, emphasizes the critical role of hourly managers in the deskless workplace. These managers are responsible for employee experience, communication between stores, employees, and corporate headquarters, as well as handling any issues that arise on-site. However, the labor shortage has left many managers overwhelmed, as they struggle to fill gaps in understaffed workplaces. This challenge is compounded by inflation, resulting in a rise in upset customers due to higher prices.
A survey conducted by Legion Technologies revealed that only 26% of frontline managers trust their company’s upper management, indicating a disconnect between employees’ needs and corporate policies. With the hourly labor market remaining tight, companies must prioritize better support for their frontline managers to retain staff and enhance overall operations. Contrary to fears of AI replacing workers, managers actually desire more automation to help with repetitive tasks and improve decision-making. However, they also want the ability to intervene if necessary, akin to a self-driving car.
Legion’s survey of managers highlighted employee scheduling as the top task they want intelligently automated. Despite this, many managers still rely on manual methods such as spreadsheets for scheduling. By adopting intelligent automation for scheduling, managers can create shifts that align with business needs and employee preferences, reducing burnout and boosting productivity. Additionally, providing employees with self-service tools for shift swaps and open shift claims can streamline communication and improve efficiency.
Accurate demand forecasting is crucial for optimizing staffing levels to meet sales goals and enhance the customer experience. Understaffing can lead to burnout among employees, while overstaffing incurs unnecessary costs. Investing in intelligently automated demand forecasting programs integrated into workforce management systems can help managers build schedules that align with demand, reducing stress and maximizing efficiency. AI-native solutions are essential for accurate forecasting, considering various factors like weather patterns and events that impact demand.
Technology plays a significant role in tackling burnout among managers, ultimately improving team morale and productivity. By automating repetitive tasks, managers can focus on bringing out each team member’s strengths, enhancing overall well-being and engagement. The future of workforce management lies in employee-centric intelligent automation, enabling managers to create and manage schedules easily. By reducing manual processes and leveraging technology for key tasks, managers can devote more time to customer interactions and employee engagement, leading to increased sales and enhanced performance. Embracing technology can uplift the performance and engagement of frontline employees, ultimately driving business success.
