Workforce Management Course
This course provides essential skills in workforce management, focusing on forecasting, planning, scheduling, and performance optimization to balance service quality, costs, and employee well-being.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This Workforce Management Course equips you with practical tools to predict contact volume, develop solid staffing plans, and create efficient schedules for round-the-clock operations. You will grasp essential WFM principles, labour regulations, performance indicators, Erlang C calculations, and skill-based routing, all while maintaining a balance between service quality, expenses, and staff welfare. Utilise straightforward templates, data-backed approaches, and ongoing enhancements to build reliable, equitable, and top-notch teams.
Elevify advantages
Develop skills
- Mastery in contact forecasting: quickly develop precise, data-informed predictions of volume.
- Capacity planning abilities: convert forecasts into efficient, Erlang C-supported staffing strategies.
- Expertise in schedule design: produce equitable, optimised shifts that reduce overtime expenses.
- Analytics for KPIs and quality assurance: monitor service level, average speed of answer, average handle time, and quality to enhance performance.
- Leadership in WFM for change: implement new schedules using transparent, reliable 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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