What is Back-Office Workforce Management?

Back office management is the administration of a company’s human resources, technology and services. The back office typically supports, and works to deliver on, the objectives and promises of the front office team. Back office departments are historically far less efficient than customer-facing organisations or contact centre operations. The lack of coordination between various systems causes a maze of disconnected workloads, systems, and people. Without optimal workload management, tasks and customer communication are siloed, resulting in frustrated customers and unmotivated employees. Organisations who manage the back office successfully see an increase in customer and employee satisfaction and overall brand loyalty.

Back-office workforce management

Back-office workforce management involves planning and optimising non-customer-facing operations. This includes managing employee schedules, workloads and performance for tasks like administrative support and data processing.