heroshift · workforce management & scheduling
HeroShift
Call Center Scheduling for Your Service Coverage
Use demand forecasts and shift planning to review coverage across channels, languages and working hours.
Weekly Schedule
AI OptimizedForecasted volume
what can heroshift do?
What Can HeroShift Do?
Smart workforce management that balances cost and service
Volume Forecasting
Review historical demand and planned events when preparing a forecast. Compare the forecast with actual contact volumes before adjusting future schedules.
Review forecast against actual demand
Shift Scheduling
Auto-generate schedules that match staffing to predicted volume. Respects agent preferences, skills, and labor rules.
Auto-generated schedules
PTO Management
Agents request time off in the app. AI approves or flags based on coverage impact. No more spreadsheet juggling.
Automated PTO approval
Overtime Optimization
Reduce overtime costs by redistributing shifts before overtime triggers. AI finds the cheapest way to meet SLAs.
30% less overtime
Multi-Skill Routing
Schedule agents based on skill sets, not just headcount. Match language skills, product expertise, and channel preferences to demand.
Skill-based staffing
Intraday Management
When actual volume deviates from forecast, get real-time recommendations to rebalance. Send agents home early or call in backup.
Real-time adjustments
scheduling that thinks ahead
Scheduling That Thinks Ahead
AI Forecasting
Machine learning models trained on your data. Accounts for holidays, marketing campaigns, product launches, and weather events.
Auto-Schedule Generation
One click generates optimized schedules. Balances coverage, costs, agent preferences, and compliance with labor laws.
Adherence Tracking
Real-time monitoring of schedule adherence. Know instantly when agents are off-schedule and track patterns over time.
Multi-Timezone Support
Manage global teams across time zones from one dashboard. Schedules automatically adjust for local time and holidays.
Scenario Planning
Model "what if" scenarios before committing. See the impact of adding/removing agents, changing hours, or new campaigns.
60%
Less scheduling time
30%
Lower overtime costs
15%
Better SLA performance
the forecast
Review historical demand and planned events when preparing a forecast. Compare the forecast with actual contact volumes before adjusting future schedules.
Review forecast against actual demand
connects to your tools
Connects to Your Tools
Works with your existing systems
HeroDash HeroTrack Google Calendar BambooHR Workday Zapier
Plus REST API for payroll and HRIS integrations
part of the herodash suite
planning and review
Bring a coverage brief to your scheduling demo
Prepare recent contact volumes by time interval, handling time, opening hours and the languages each queue needs. Mark holidays, product launches and campaigns separately so the team can explain unusual demand before using it to plan a shift.
HeroShift brings forecasting and scheduling into the HeroDash product suite. For your demo, use a real week of work and ask which inputs the schedule uses, how a supervisor changes it and how the revised coverage is checked.
- Separate phone demand from chat and email work.
- Include breaks, training and leave when reviewing available capacity.
- Name the person who approves the schedule and publishes changes.
planning and review
Check the handoff between the schedule and the queue
A scheduled agent still needs the right skills and queue assignment. HeroDash routing can use working hours, channels and skill groups to direct tickets. Review those settings alongside the roster, especially when a language queue closes or an agent changes shifts.
Use a missed shift or an unexpected demand spike as a demo scenario. Record the uncovered interval, the queue affected, the proposed change and the supervisor who approved it. Compare forecast and actual demand after the shift before changing future assumptions.
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Ready to Optimize Your Workforce?
See HeroShift in action with a personalized demo.