Workforce Management Course
Master workforce management for contact centres. Gain skills in forecasting, capacity planning, staffing models, and schedule optimisation to enhance service levels, reduce costs, and boost agent performance in practical business settings. This course equips you with tools for efficient 7-day operations, balancing service quality, expenses, and employee satisfaction using data-driven approaches and proven templates.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This course provides practical tools for forecasting contact volumes, creating precise staffing plans, and developing efficient schedules for round-the-clock operations. You will master essential WFM principles, labour regulations, key performance indicators, Erlang C calculations, and skill-based routing, all while maintaining equilibrium between service excellence, operational costs, and staff welfare. Utilise straightforward templates, evidence-based techniques, and ongoing enhancement strategies to build reliable, equitable, and top-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 say
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