People Analytics

You’ve just stepped into the role of Human Resources Director at ConnectCall, a bustling customer support center with 500 agents and 25 team leaders. The business handles five million customer calls a year—each one a moment of truth for service, satisfaction, and brand loyalty. But behind the scenes, the organization is stretched thin. Engagement is wavering, turnover is expensive, and customer satisfaction trends fluctuate with the morale and performance of frontline employees.

Your mandate: build a high-performing, motivated workforce while keeping operating costs under control.

The challenge begins immediately. Each simulated year opens with news updates revealing shifts in market demand and operational pressures—such as spikes in call volume, changes in staffing needs, or technological advancements that reduce human workload.

Each year, you must make a comprehensive set of choices across Policies, Rewards, and HR Planning. Your decisions directly shape key performance outcomes—employee engagement, customer satisfaction, and cost per answered call—the core components of the simulation’s Composite Score.

Behind every decision lies a wealth of data. Historical datasets spanning 12 years allow you to study patterns and correlations through visualizations and scatterplots, helping you discover which HR levers truly move organizational performance.

By the end of the six-year simulation, you will have shepherded ConnectCall through growth cycles, downturns, shifts in technology, talent shortages, and the evolving expectations of a modern workforce. Every decision—each policy change, benefit adjustment, restructuring action, or hiring investment—reveals how HR strategy shapes organizational resilience and long-term business outcomes.

This is not just Human Resourcs. This is data-driven leadership in action.