Workplace Article


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There are three key drivers of effective workforce management within the retail industry – two that people tend to remember and one that regularly gets forgotten, the secret third driver. Here, Nigel Garrett, Business Development Director at Workplace talks us through the secret third driver…


Industry professionals regularly draw attention to the first two: business returns (lower costs, better top­line and mitigated risk) and customer offering (such as the right number of employees to deal with customer demand). If retailers are able to incorporate these drivers into their business they are on the right track to achieving effective workforce management, but if they are also able to integrate the secret third driver, employee engagement, they have a real recipe for success. So, how can retailers effectively implement employee engagement into their workforce management model?


Train decision makers and empower employees Through training employees and giving


them the ability, and authority, to make certain customer service­related decisions without approval from a manager, retailers are able to empower employees. Even


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simple acts of empowerment, such as enabling certain team members to provide customer refunds, is motivational and gives extra responsibility and additional purpose to their role.


Offer employees choice and control


It is key for retail managers to create a day­to­day workplace environment that gives employees the ability to have input into the management of their own schedules and available working times, solve problems and make recommendations. Introducing a cloud­based workforce management solution enables employees to access their work schedule from any internet­enabled device, offering them flexibility to view their shifts, bid for additional shifts, swap with colleagues, and generally take more ownership of their working hours.


www.a1retailmagazine.com


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