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Call Center Management Course

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

What will I learn?

Gain key management skills to plan staff rosters, create efficient schedules, cover peak times, and follow labour regulations. Master demand forecasting, Erlang principles, and turning data into precise rosters. Define clear KPIs, develop basic dashboards, and apply coaching methods, feedback systems, and improvement strategies to enhance performance, service standards, and operational reliability.

Elevify advantages

Develop skills

  • Design KPI strategies: quickly set up dashboards, targets, and review schedules.
  • Conduct call centre coaching: manage one-on-one sessions, performance plans, quality feedback, and recovery steps.
  • Forecast demand accurately: build reliable call volume predictions from actual data.
  • Plan workforce effectively: convert forecasts into efficient, rule-compliant schedules using Erlang fundamentals.
  • Drive continuous improvement: implement root cause analysis, A/B testing, and feedback cycles to boost satisfaction and service levels.

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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