Which factor is most important when allocating Full Time Equivalents (FTEs)?

• A. Skill level
• B. Seniority
• C. Workload
• D. Education

Answer: (C)

Workload is the primary driver because it represents the total demand that the team must handle. Each FTE accounts for a certain number of working hours, so when the amount of work increases, you need more hours of capacity, and thus more FTEs. Conversely, if the workload drops, fewer FTEs are required to maintain the same service level.

Skill level, seniority, and education influence how efficiently tasks are completed and who can handle more complex work, but they don’t change the total volume of work that must be done. They affect performance and task assignment, not the amount of work itself. For example, having more skilled workers might reduce handling time, but the overall hours of work to cover remain tied to workload, so staffing should be driven by demand while alignment of skills ensures tasks are handled appropriately.