Call Center Management Course
This course equips participants with essential skills for effective call centre management, including staffing, scheduling, forecasting, performance metrics, coaching, and continuous improvement to enhance service quality and operational efficiency.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Master key management skills to plan staffing, create efficient schedules, and cover peak times while following labour rules. Learn to predict demand, use Erlang ideas, and turn data into proper rosters. Set good KPIs, make simple dashboards, and apply coaching methods, feedback systems, and ongoing improvement tools to raise performance, service quality, and operational steadiness.
Elevify advantages
Develop skills
- KPI strategy design: build useful dashboards, targets, and review schedules quickly.
- Call centre coaching: conduct targeted one-on-one sessions, PDPs, QA feedback, and correction plans.
- Forecasting demand: produce accurate call volume predictions using real call centre data.
- Workforce planning: convert predictions into efficient, rule-following schedules with basic Erlang.
- Continuous improvement: carry out RCA, A/B tests, and feedback loops to improve CSAT and SL.
Suggested summary
Before starting, you can change the chapters and workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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