A continuity tool for a team in 75+ countries
A workforce-continuity tool with geo-risk modeling: when a regional event hits, it flags at-risk shifts, quantifies exposure by country, and surfaces trained backup staff elsewhere.
Adopted company-wide
The knot
With agents in 75+ countries there is nearly always a regional problem somewhere: a power cut, a storm, a strike, a national holiday nobody on the US side had on their calendar. Each one removes some coverage. The questions were always the same: which shifts are affected, how much of the schedule is exposed, and who else is trained to cover. Until this tool existed, someone worked that out by hand, under time pressure, every time.
What I did
- Built a continuity tool that models geo-risk against the live schedule.
- When a regional event is logged, it lists the shifts at risk, quantifies exposure per country, and surfaces backup staff in other regions who are trained on the same work.
- Kept it simple enough that other accounts could adopt it without me maintaining it for them.
What changed
Adopted company-wide.
Coverage decisions during a regional event went from an hour of spreadsheet work to a lookup.
What I’d tell someone doing the same
Build it during a quiet week. The day a region goes down is a bad day to start counting who is trained on what.