1. “To Bid or Not To Bid” The Many Sides of Shift Bidding
2016 SWPP Annual Conference
Kirwyn Adderley Debbie Davis-Greene Monty Deckard

2. “To Bid or Not To Bid” The Many Sides of Shift Bidding
Kirwyn Adderley
2016 SWPP Annual Conference

3. Walgreens Overview
Kirwyn Adderley, National Director of Workforce Management
23+ years operations and workforce management experience
Walgreens Central Pharmacy Operations workforce management team supports front and back office work with 95% of the work being in back office groups
Employees – 1000+
WFM System – NICE IEX 4.6
Type of Bid – Semi-Annual Full Employee Bid
Mini Bids – Yes
Bid Ranking – Performance Based
Staff Mix – 55% Foundation / 45% Flex and Part Time

4. General Schedule Assumptions and Bidding Parameters
Employees without performance rankings – ranked by Hire Date and Employee ID #
Bid Exclusions
Hours of Operation (Proposed)
Staff Group Schedules
Part Time – All part time team members bid (Yes / No)
Weekends – Team Members are not guaranteed a weekend day off
Both Weekends – % of schedules containing both weekend days
Start Times – Team Members have consistent start times for all days worked
Days Off – Team Members have consecutive days off
Breaks and Lunch Parameters – Min and Max
Mini Bids – No Mini Bids during the full bid period
Team Member Bid Communication
Schedule Types
5x8 (%), 4x10 (%), Other (% Only)
Splits (% Only)

5. Tollgate Approach to Bidding

6. To Bid or Not To Bid – The Many Sides of Shift Bidding.
Debbie Davis-Greene
Managing Director of Operations
trasemiller.com

7. Quick Facts and Infrastructure
Company / Location / Hours
Trase Miller is an outsourcer for leisure travel located in Tulsa, OK. We are open 24 x 7 x % of staff work from home.
Workforce Management Software
Aspect WFM 8.1 and eSchedule Planner.
Type of bidding
We use Performance Based Scheduling using a predetermined set of goals that define ideal behavior to achieve key performance indicators (KPI’s). 50% performance / 50% seniority.
Parameters for approving PTO time off
Yearly vacation bid based on seniority. Agents are required to bid 75% of accrued hours and remaining 25% can be requested throughout the year.
How often do you bid?
Schedule Bids are compiled quarterly or based on operational needs by department and work group.
Back Office
We currently do not schedule back office tasks through WFM. Agents have a schedule bid based on desk call patterns.

8. Managing Director of Operations
Questions / Comments
Debbie Davis-Greene
Managing Director of Operations
trasemiller.com

9. Bass Pro Shops Bass Pro Shops Contact Center
1 site located in Springfield, MO 22/7 operation (automated from 2am-4am)
64% full time and 36% part time and 4 full time WFM associates
Verint WFM 11.1 and Interactive Intelligence phone system 2015 R3
Bid Process
3 times a year to start January, May, and September
Performance based including an attendance component
2 bids, Full Time and Part Time, no back office bid
Time off approved/denied when schedule is published 10 days out (some exceptions)

10. Manager of Business Applications
Bass Pro Shops
Questions?
Monty Deckard
Manager of Business Applications
Bass Pro Shops
(417)

11. Kirwyn Adderley Debbie Davis-Greene Monty Deckard
Questions?
Kirwyn Adderley Debbie Davis-Greene Monty Deckard