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Call Center Management Course

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

What will I learn?

Master essential management skills to plan staffing, design efficient schedules, and protect peak periods while meeting labor rules. Learn to forecast demand, apply Erlang concepts, and translate data into accurate rosters. Set smart KPIs, build simple dashboards, and use coaching frameworks, feedback loops, and continuous improvement tools to boost performance, service quality, and operational stability.

Elevify advantages

Develop skills

  • KPI strategy design: build practical dashboards, targets, and review cadences fast.
  • Call center coaching: run focused 1:1s, PDPs, QA feedback, and remediation plans.
  • Forecasting demand: create accurate call volume forecasts using real call center data.
  • Workforce planning: turn forecasts into lean, compliant schedules with Erlang basics.
  • Continuous improvement: run RCA, A/B tests, and feedback loops to lift CSAT and SL.

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

As suas aulas são perfeitas. Adquiri o pacote de um ano e, finalmente, tenho a oportunidade de acompanhar diversos temas do meu interesse sem precisar mudar de plataforma... agradeço por tudo o que fazem, já recomendei vocês a outras pessoas...
Giulio Carlo
Giulio CarloAluno de Marketing Digital
Eu gosto de como as lições são direto ao ponto e como eu consigo alterar capítulos e pular conteúdos que não preciso.
Mariana Ferres
Mariana FerresAluna de Fotografia
Gosto do conteúdo e do modo de apresentação e transcrição de vídeos, o que acelera o processo!
Luciana Alvarenga
Luciana AlvarengaAluna de Design de Unhas
A plataforma é rápida, simples de usar. A diversidade de conteúdo e os vídeos complementares ajudam muito no aprendizado.
Giulio Carlo
Giulio CarloAluno de Engenharia de Prompt

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