Zendesk Workforce Management Setup & Enablement — Roca.Work
Roca.Work configures Zendesk WFM (formerly Tymeshift) for support teams. Zendesk WFM provides AI-powered staffing forecasts, automated agent scheduling down to the minute, real-time adherence tracking, and performance boards — all natively inside Zendesk. Roca.Work delivers configuration in 2 weeks covering WFM setup, forecasting calibration, manager training and agent onboarding. Founded by Dominic Brasoveanu. Senior CX Expert: GabrielM. Certified Zendesk partner: Technology Advanced + Advanced Implementation. Fixed-price from €2,500. 100% money-back guarantee.
Your agents are your most expensive resource.
Are you scheduling them right?
Zendesk WFM gives you AI-powered forecasting, automated scheduling, and real-time performance tracking — all inside Zendesk. Stop guessing how many agents you need. Start knowing.
🔮
AI-powered
staffing forecasts
1min
schedules built
down to the minute
📡
real-time
adherence tracking
Official Zendesk partner & reseller
The Problem
Most support teams are overstaffed, understaffed,
or both — depending on the day.
Without proper workforce management, expensive staffing decisions get made on gut feel and spreadsheets. The result is predictable: idle agents during quiet periods and queues during peaks.
66%
of service managers struggle to manage their team effectively
The problem isn't your team. It's the absence of the right data at the right time.
61% of support managers also lack the tools for strategic workforce planning. They're making multi-thousand euro staffing decisions every week with a spreadsheet and a feeling. Zendesk WFM changes that completely.
📋
Scheduling takes hours and still gets it wrong
Manually building shifts while accounting for time off, breaks, training, and channel coverage is a full-time job in itself. And by the time you're done, something has already changed.
👁️
You can't see what your agents are actually doing
Without real-time activity tracking, you're managing on assumptions. You find out coverage was short when CSAT drops — not when it's happening and can still be fixed.
💸
You're overstaffing to feel safe
When you can't forecast accurately, you err on the side of too many agents. That feels responsible but it's expensive — and your best agents sit underutilised and disengaged.
🗂️
Your data lives in different systems
Ticket volumes in Zendesk, schedules in a spreadsheet, time-off in email. Nothing connects. Decisions are made in silos and nobody has the full picture until it's too late.
What Zendesk WFM Includes
Forecast. Schedule. Track.
All inside Zendesk.
Zendesk WFM (formerly Tymeshift) is a native add-on that connects your support data directly to workforce planning. No separate platform. No switching tools. Everything in one place.
🔮
AI-Powered Staffing Forecasts
WFM analyses your historical ticket volumes, seasonal trends, and channel patterns to predict exactly how many agents you'll need — by hour, by day, by channel. Stop guessing. Start planning with numbers that hold up.
📅
Automated Scheduling
Once you know your staffing needs, WFM builds the schedule for you — down to the minute. Breaks, lunches, training sessions, and task types all included. Managers save hours every week. Agents always know where they need to be.
📡
Real-Time Adherence & Activity Tracking
See exactly what every agent is doing right now — and whether they're on schedule. When someone falls behind or goes off-task, managers can intervene immediately rather than discovering the gap in next week's report.
🏆
Performance Boards & Reporting
Set goals, define metrics, and share performance boards with your teams. Track utilisation rates, average handle time, occupancy, and service levels — with optional leaderboards that create healthy accountability.
📱
Agent Self-Service & Transparency
Every agent can see their full schedule in advance — shifts, breaks, tasks, and time-off requests — in one place. No surprises. Clear schedules build trust, reduce last-minute chaos, and improve agent experience.
🔗
Native Zendesk Integration
WFM lives inside Zendesk. Your support data flows directly into workforce planning without manual exports or separate logins. Managers work in the interface they already know. Fast to activate, familiar from day one.
What It Means for Your Business
Right agent. Right time.
Right channel. Every time.
Every feature maps directly to a cost, an agent experience, or a customer outcome.
✓
Eliminate overstaffing costs — Accurate forecasts mean you staff to actual demand, not worst-case assumptions. The savings compound quickly when managing a team of 20+ agents.
✓
End the understaffing fires — Predictive forecasting spots demand spikes before they happen. Your team is ready before the queue builds, not scrambling after it already has.
✓
Reclaim manager time — Automated scheduling gives your team leaders back hours every week — time better spent coaching agents and improving CX, not manually building shift patterns.
✓
Improve agent experience and retention — Clear schedules, advance visibility, and fair shift distribution reduce agent stress. Happy agents deliver better service. It really is that simple.
✓
Make data-driven staffing decisions — Historical performance data, utilisation reports, and real-time dashboards replace gut feel with evidence. You know what's working and what isn't.
✓
Keep everything in Zendesk — No new platform to learn, no separate login. WFM integrates natively so your whole operation stays in one place — tickets, agents, schedules, and performance data.
Your team deserves a schedule that works for them and for your customers.
Book a free 30-minute WFM audit. We'll review your current scheduling process, team size, Zendesk data quality, and peak demand patterns — and tell you exactly what WFM would deliver.
Book Free WFM Audit →
💰 Fixed-price from €2,500. Scope confirmed before we start.
🛡️
100% money-back guarantee. If you don't see the value, you don't pay.
Dominic Brasoveanu
Founder & CEO · Roca.Work
A Human Approach to a People Problem
Workforce management is about people.
So are we.
WFM tools are only as effective as the people who configure and coach around them. We don't just set up the software — we help you think through your staffing strategy, scheduling logic, and how to have the conversations with your team that make the numbers real.
Dominic Brasoveanu
Founder & CEO
15+ years building and optimising CX operations. Dominic has designed workforce management strategies for support teams across e-commerce, fintech, SaaS, and travel. He's seen what happens when WFM is implemented as a monitoring tool — and what happens when it's implemented as a team empowerment tool. He knows which one works, and which one your agents will actually embrace.
GabrielM
Senior CX Expert · Zendesk WFM Specialist
Gabriel works directly with support teams on the ground — configuring WFM, training managers, and making sure the numbers on the dashboard translate into better days for agents and better experiences for customers. He brings a people-first approach to a data-heavy discipline, and understands that agent buy-in is the difference between a WFM rollout that sticks and one that gets quietly abandoned.
How We Set It Up
WFM configured to your team,
not a generic template.
Every support team is different — different volumes, different channels, different shift patterns, different cultures. We learn how your team works before we configure anything.
1
WFM Readiness Review
We look at your current scheduling process, team size, channel mix, peak periods, and existing Zendesk data to identify where the biggest immediate gains are.
2
Data Audit
We review your historical ticket volume data in Zendesk to ensure forecasting will be accurate from day one. Garbage in, garbage out — we check the inputs first.
3
Baseline Metrics
Current staffing costs, utilisation rate, CSAT, and handle time are documented so ROI is measurable after go-live.
4
WFM Setup & Configuration
We configure workstreams, shift patterns, general tasks, break rules, and agent profiles — tailored to how your team actually operates, not a default template.
5
Forecasting Calibration
We set up staffing forecasts using your historical Zendesk data and calibrate the model so predictions match your real demand patterns, including seasonality.
6
Performance Boards Setup
We configure dashboards, metrics, and goals so managers and agents have the visibility they need from day one — not after weeks of figuring it out themselves.
7
Go-Live Support
We're with you on launch day, monitoring adherence, catching configuration issues early, and making adjustments in real time.
8
Manager Training
Your team leaders learn to use WFM as a coaching and planning tool — not just a monitoring system. That distinction matters enormously for agent buy-in.
9
Agent Onboarding
We help you introduce WFM to your agents in a way that builds trust — explaining what's being tracked, why, and what it means for their schedules and development.
What Clients Say
Real results. Real companies.
★★★★★
"Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable, working efficiently to find solutions to often complex problems. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend ROCA as a reliable and good value business partner."
Jon Thorne
Director of User Satisfaction · Skyscanner
★★★★★
"Within 24 hours, Roca.Work provided a comprehensive analysis with actionable next steps — process improvements, agent behavioral changes, and focus areas for our contact center. Incredibly fast and thorough."
Sarah Rosenzweig
CX Manager · CoinTracker
Why Roca
We've managed support teams.
We don't just configure software.
We come from CX operations. We understand shift patterns, agent wellbeing, and the pressure managers are under every Monday morning.
✓
Certified Zendesk partner — Technology Advanced + Advanced Implementation badges. We've implemented Zendesk solutions for teams from startups to enterprise across Europe.
✓
We come from CX operations — we understand shift patterns, agent wellbeing, and manager pressure. We've been in the room when the queue goes red and the team is stretched.
✓
We configure WFM around your team culture — not a generic best-practice template. How you introduce WFM to your agents matters as much as the technical setup.
✓
We train managers to use WFM as a coaching tool — not just a tracking system. That's the difference between adoption and abandonment six months in.
✓
Fixed-price from €2,500 — scope confirmed before we start. No surprise invoices, no scope creep. You know exactly what you're getting.
✓
Post-launch support included until your team is running independently. We don't hand over documentation and disappear.
"Your team deserves a schedule that works for them — and for your customers."
Book a free WFM audit. We'll review your current scheduling process, Zendesk data quality, and team setup — and tell you exactly what WFM would change.
Book Free WFM Audit →
💰 Fixed-price from €2,500. Scope confirmed before we start.
🛡️
100% money-back guarantee. If you don't see the value, you don't pay. No questions asked.
Dominic Brasoveanu
Founder & CEO · Roca.Work
Get Started Today
Stop scheduling on gut feel.
Start scheduling on data.
Zendesk WFM is already part of the platform you use every day. Let us set it up properly so you can see what it actually does for your team.
