Sizing a workforce for a new complaint stream before it existed
The context
National financial services complaints authority. A new scams prevention framework created a complaint stream with deeply uncertain volumes. The workforce to handle it had to be sized and structured ahead of go-live — without over-committing funding.
What we did
- Built complaint demand forecasting models across volume scenarios
- Translated forecast demand into workforce requirements — roles, capacity, utilisation and shrinkage
- Designed the workforce planning framework and operating cadence for the new function
The results
- Defensible, scenario-based workforce plan supporting funding and resourcing decisions
- Forecasting capability the team runs and updates itself
- Follow-on engagement secured on delivery
