Workforce Management Course
This course equips participants with essential workforce management skills to forecast demand, plan staffing, and optimize schedules while ensuring service quality and employee satisfaction.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Workforce Management Course provides practical tools to forecast contact volume, build accurate staffing plans, and design efficient schedules for 7-day operations. Learn key WFM concepts, labour rules, KPIs, Erlang C, and skill-based routing while balancing service quality, cost, and employee wellbeing. Apply clear templates, data-driven methods, and continuous improvement to create stable, fair, and high-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, optimised 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
FAQs
Who is Elevify? How does it work?
Do the courses have certificates?
Are the courses free?
What is the course workload?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an EAD or online course and how does it work?
PDF Course