Workforce Management Course
This course equips participants with essential workforce management skills to optimize staffing, scheduling, and performance in contact centers.

4 to 360h flexible workload
certificate valid in your country
What will I learn?
The Workforce Management Course provides practical tools to forecast contact volume, build accurate staffing plans, and design efficient schedules for 7-day operations. Learn key WFM concepts, labour rules, KPIs, Erlang C, and skill-based routing while balancing service quality, cost, and employee wellbeing. Apply clear templates, data-driven methods, and continuous improvement to create stable, fair, and high-performing teams.
Elevify advantages
Develop skills
- Contact forecasting mastery: build accurate, data-driven volume predictions fast.
- Capacity planning skills: turn forecasts into lean, Erlang C–based staffing plans.
- Schedule design expertise: create fair, optimized shifts that cut overtime costs.
- KPI and QA analytics: track SL, ASA, AHT, and quality to drive performance gains.
- Change-ready WFM leadership: roll out new schedules with clear, trusted communication.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students are saying
Your classes are perfect. I got the one-year package and finally have the chance to follow several topics I'm interested in without having to switch platforms... thank you for everything you do, I've already recommended you to others...

Giulio CarloDigital Marketing Student
I like how the lessons get straight to the point and how I can switch chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the way the videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast and easy to use. The variety of content and the extra videos really help with learning.

Giulio CarloPrompt Engineering Student
FAQ
Who is Elevify? How does it work?
Do the courses have certificates?
Are the courses free?
What is the course workload?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an EAD or online course and how does it work?
PDF Course