Workforce Management Course
Master workforce management for contact centres in Kenya. Gain skills in forecasting demand, planning capacity, 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 staff wellbeing using data-driven approaches and proven templates.

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.What our students say
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