Calculate a baseline FTE need from volume, handling time, available capacity, and utilization.
Benefits operations expects 1,800 cases next quarter. Average handling time is 35 minutes. One FTE has 24,000 productive minutes per quarter after meetings, PTO, admin, and training. Workload FTE = demand volume x handling time / productive capacity, then adjust for sustainable utilization and variability. The common trap is dividing total paid hours by workload and ignoring meetings, leave, rework, variability, and the fact that a team planned at 100% utilization has no room for spikes. Calculate workload 1,800 cases x 35 minutes = 63,000 minutes of case work. This converts demand into work. The number is only as good…
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