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Call Center Management Course

Call Center Management Course
4 to 360 hours flexible workload
valid certificate in your country

What will I learn?

Master essential management skills to plan staffing, design efficient schedules, and protect peak periods while meeting labour rules. Learn to forecast demand, apply Erlang concepts, and translate data into accurate rosters. Set smart KPIs, build simple dashboards, and use coaching frameworks, feedback loops, and continuous improvement tools to boost performance, service quality, and operational stability.

Elevify advantages

Develop skills

  • KPI strategy design: build practical dashboards, targets, and review cadences fast.
  • Call centre coaching: run focused 1:1s, PDPs, QA feedback, and remediation plans.
  • Forecasting demand: create accurate call volume forecasts using real call centre data.
  • Workforce planning: turn forecasts into lean, compliant schedules with Erlang basics.
  • Continuous improvement: run RCA, A/B tests, and feedback loops to lift CSAT and SL.

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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Prison System Intelligence Advisor, and the course from Elevify was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Great course. Lots of valuable information.
WiltonCivil Firefighter

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