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Workforce Management Course

Workforce Management Course
from 4 to 360h flexible workload
valid certificate in your country

What will I learn?

This course provides practical tools for forecasting contact volumes, creating staffing plans, and designing efficient schedules for round-the-clock operations. You will master WFM principles, labour regulations, key performance indicators, Erlang C calculations, and skill-based routing, while ensuring service quality, cost control, and employee satisfaction. Use templates, data methods, and improvement strategies to build reliable, equitable, high-performing teams in Kenyan contact centres.

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

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