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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?

Master key management skills to plan staffing, create efficient rosters, and cover busy periods while following labour regulations. Learn to predict demand, use Erlang principles, and turn data into precise schedules. Set effective KPIs, develop basic dashboards, and apply coaching methods, feedback systems, and ongoing improvement tools to enhance performance, service quality, and operational reliability.

Elevify advantages

Develop skills

  • KPI strategy design: build practical dashboards, targets, and review cadences quickly.
  • Call centre coaching: conduct focused one-on-one sessions, PDPs, QA feedback, and remediation plans.
  • Forecasting demand: create accurate call volume predictions using real call centre data.
  • Workforce planning: convert forecasts into efficient, compliant rosters with Erlang basics.
  • Continuous improvement: implement RCA, A/B tests, and feedback loops to improve CSAT and SL.

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 of the Prison System, and the course from Elevify was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company where I work.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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