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Call Center Management Course

Call Center Management Course
flexible workload of 4 to 360h
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

Your lessons 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... I appreciate everything you do, and I've already recommended you to others...
Giulio Carlo
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 Ferres
Mariana FerresPhotography Student
I like the content and the way the videos are presented and transcribed, which speeds up the process!
Luciana Alvarenga
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 Carlo
Giulio CarloPrompt Engineering Student

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