What are the best ways to schedule employees in a 24/7 operation?

1 Assess your demand

The first step to scheduling employees in a 24/7 operation is to understand your demand patterns. How many customers do you serve at different times of the day, week, month, or year? How much work does each employee need to do to meet your quality and productivity standards? How do you account for seasonal variations, holidays, special events, or emergencies? You can use historical data, customer feedback, and industry benchmarks to estimate your demand and adjust it as needed.

2 Choose your shift patterns

The next step is to decide how to divide your 24/7 operation into shifts. There are many types of shift patterns, such as 8-hour, 10-hour, 12-hour, or rotating shifts. Each one has its pros and cons, depending on your business needs and employee preferences. For example, 8-hour shifts may provide more coverage and consistency, but they may also require more staff and handovers. 12-hour shifts may reduce staffing and handover costs, but they may also increase fatigue and absenteeism. You should consult with your employees and consider their availability, skills, seniority, and work-life balance when choosing your shift patterns.

3 Use software tools

The third step is to use software tools to automate and optimize your scheduling process. Software tools can help you create, update, and communicate your schedule faster and easier. They can also help you track employee attendance, performance, and feedback. Some software tools can even use artificial intelligence (AI) to predict your demand, assign shifts, and handle changes. You should look for software tools that are user-friendly, customizable, and compatible with your existing systems.

4 Communicate clearly

The fourth step is to communicate your schedule clearly and regularly with your employees. You should inform them of the schedule rules, expectations, and consequences. You should also explain the rationale behind your scheduling decisions and how they benefit the business and the employees. You should provide your employees with multiple channels to access and confirm their schedule, such as email, phone, or app. You should also encourage your employees to communicate any issues, concerns, or requests regarding their schedule as soon as possible.

5 Be flexible and fair

The fifth step is to be flexible and fair when scheduling employees in a 24/7 operation. You should recognize that your employees have different needs, preferences, and circumstances that may affect their availability and performance. You should try to accommodate their requests for time off, shift swaps, or preferences, as long as they do not compromise your business goals or customer satisfaction. You should also reward your employees for working hard, especially during peak periods, weekends, or nights. You can offer them incentives, recognition, or feedback to motivate and retain them.

6 Evaluate and improve

The final step is to evaluate and improve your scheduling process and outcomes. You should monitor and measure how your schedule affects your key performance indicators (KPIs), such as customer satisfaction, employee engagement, turnover, productivity, and profitability. You should also collect and analyze feedback from your customers and employees to identify any gaps, issues, or opportunities for improvement. You should then make adjustments to your schedule as needed and communicate them to your employees and customers.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?