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Workforce Management Course

Workforce Management Course
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.
Workload: between 4 and 360 hours

What our students say

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

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