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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

Your classes 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, I've already recommended you to others...
Giulio Carlo
Giulio CarloDigital Marketing Student
I like how the lessons are 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 supplementary videos really help with learning.
Giulio Carlo
Giulio CarloPrompt Engineering Student

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